page 1 powerpoint is a registered product of microsoft. graphics: masterclips – imsi; art...
DESCRIPTION
Page 3 Program Objectives Program Objectives (2 of 2) Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems. Identify specific problems in your customer service program and apply treatment.TRANSCRIPT
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Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel
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Learn to identify and analyze customer needs and problems.
Recognize the most common reasons for customer complaints.
Discover techniques to cultivate and maintain special customer relationships.
Program Objectives Program Objectives (1 of 2)
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Program Objectives Program Objectives (2 of 2) Assess your communication
style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.
Identify specific problems in your customer service program and apply treatment.
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A A ChallengeChallenge
Please write a One Sentence Definition ofCUSTOMER SERVICE.
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Questions On Being A Questions On Being A CustomerCustomer Why do you need customer
service? Was the service provided over the
phone or in person? How did the customer service
representative respond to your request, inquiry or problem?
If you felt the service was excellent, describe what made it so good.
If you felt the service was exceptionally poor, describe what made it that way.
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Do You Know Why They Do You Know Why They Leave?Leave? 1% die.
3% move away. 5% develop other relationships. 9% leave for competitive
reasons. 14% are dissatisfied with
product or service. 68% leave because of rude or
discourteous service.
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Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.
Competencies Competencies (1 of 2)
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Competencies Competencies (2 of 2)
Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/
Sales. Planning. Resilience. Situation Analysis. Work Standards.
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Excuses Excuses ExcusesExcuses
List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.
Think of one of more ways to counter each excuse.
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Common Excuses Common Excuses (1 of
2) For Service Lapses:For Service Lapses: I don't have enough time.
I don't get paid to be nice. I am measured by my productivity and accuracy.
How can we do a good job if the computer is always down?
Every customer is totally bonkers today.
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I can't deal with people who do not show me respect.
How can we do a good job if the other departments do not provide the back-up we need?
I am having a bad day. People are basically stupid. I am always too busy.
Common Excuses Common Excuses (2 of
2) For Service Lapses:For Service Lapses:
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The Customer Wants The Customer Wants You ToYou To
. . . Invite me back.
. . . Listen to me.
. . . Value me.
. . . Greet me.
. . . Help me.