Customer Service Basics by Operational Excellence Consulting

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Training presentation on the basics of customer service. Learn the ABC's and 123's of customer service. For more information, please go to: http://www.oeconsulting.com.sg

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Presentation Transcript

Customer Service Basics:

Customer Service Basics Allan Ung Managing Consultant Operational Excellence Consulting © Operational Excellence Consulting. All rights reserved.

Objective:

Objective To understand the basics of customer service

Outline:

Outline The ABC’s of customer service The 123’s of customer service

ABC’s of Customer Service:

ABC’s of Customer Service

ABC’s of Customer Service:

ABC’s of Customer Service A – Attitude B – Business knowledge C – Customer-orientation

A – Attitude:

A – Attitude Your attitude matters Your tone of voice How you say things Your body language Don’t be too casual

B – Business Knowledge:

B – Business Knowledge Are you knowledgeable? You are the person with expertise Your knowledge of products/ services Demonstrate – show and tell Your knowledge of company’s policies and procedures

B – Business Knowledge:

B – Business Knowledge Do you have proper tools? When you start work: Pull up customer database Have easy access to customer files Ensure equipment are functional Is your work area organized and neat? Is your appearance professional?

B – Business Knowledge:

B – Business Knowledge Don’t be afraid to say if you need help Let the customer know how are you going to find the answer, e.g. refer to manual, consult supervisor, etc. Ask the customer if he would like to be put on ‘Hold’ or have a callback

C – Customer-oriented:

C – Customer-oriented Establish positive rapport Be personal Say thank you Show appreciation to the customer Follow up Most easily forgotten step Don’t make promises that you cannot keep

123’s of Customer Service:

123’s of Customer Service

123’s of Customer Service:

123’s of Customer Service Deal with 1 customer at a time Customer service is a 2 -way exchange Solve or identify issue in 3 minutes (or less)

Deal with 1 customer at a time:

Deal with 1 customer at a time Concentrate only on serving the customer Don’t get distracted Be personal Don’t let bad experiences carry over Easy access to customer information

Customer service is a 2-way exchange:

Customer service is a 2-way exchange Assure customer Listen actively Be honest Let the customer know what you can do for him/her Ask questions Close questions Use closed-ended questions to control the situation Open questions

Solve or identify issue in 3 minutes (or less):

Solve or identify issue in 3 minutes (or less) Have a sense of urgency Control the situation Use open or close questions Take it off the phone if necessary Don’t say you don’t know

Solve or identify issue in 3 minutes (or less):

Solve or identify issue in 3 minutes (or less) Explain if you need more time Use ‘Hold’ button sparingly Ensure customer satisfaction Always go the extra mile

PowerPoint Presentation:

Copyrights of all the pictures used in this presentation are held by their respective owners.

End of Presentation:

End of Presentation For more presentation topics on providing quality customer service , visit us at: http://www.oeconsulting.com.sg/TRAINING-PRESENTATIONS.php Operational Excellence Consulting http://www.oeconsulting.com.sg

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