Page 1

www.ReadySetPresent.com

Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel

Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel

Page 2

www.ReadySetPresent.com

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)

Page 3

www.ReadySetPresent.com

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.

Page 4

www.ReadySetPresent.com

A A ChallengeChallenge

Please write a One Sentence Definition of

CUSTOMER SERVICE.

Page 5

www.ReadySetPresent.com

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.

Page 6

www.ReadySetPresent.com

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 withproduct or service.

68% leave because of rude ordiscourteous service.

Page 7

www.ReadySetPresent.com

Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.

Competencies Competencies (1 of 2)

Page 8

www.ReadySetPresent.com

Competencies Competencies (2 of 2)

Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/

Sales. Planning. Resilience. Situation Analysis. Work Standards.

Page 9

www.ReadySetPresent.com

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.

Page 10

www.ReadySetPresent.com

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.

Page 11

www.ReadySetPresent.com

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:

Page 12

www.ReadySetPresent.com

The Customer Wants The Customer Wants You ToYou To

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.