ustomer erv1 •

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Program Objectives (1 of 2)
 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.

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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 Challenge

Please write a One Sentence

Definition of
CUSTOMER SERVICE.

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Questions On Being A
n Why do yoCu
c u
Was esed
nuthe tocumprovided
service stoemr erover
service?
the
phone or in person?
o 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.
d If you felt the service was
exceptionally poor, describe what
made it that way.
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Do You Know Why They

🟆 1% die. Leave?
🟆 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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Competencies (1 of 2)
 Communication.
 Customer Sensitivity.
 Decisiveness.
 Energy.
 Flexibility.
 Follow-up.
 Impact.
 Initiative.
 Integrity.
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Competencies (2 of 2)
 Job Knowledge.
 Judgment.
 Motivation To Serve.
 Persuasiveness/Sales.
 Planning.
 Resilience.
 Situation Analysis.
 Work Standards.

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Excuses
Excuses
⮎ 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 (1 of 2)

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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Common Excuses (2 of 2)

For Service Lapses:

 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.
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The Customer Wants You To

m . . . Greet me.

m ...
Value me.

bm . . . Listen
. . . Help me.
to me.

t . . . Invite me back.
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About This Product:

To download this entire Customer Service PowerPoint

presentation visit ReadySetPresent.com

Over 100+ slides on topics such as: understanding the basics of

effective customer service, addressing excuses, examining
behaviors, 7 steps to customer service, words to use and words to
avoid, top ten customer complaints, five common customer
requests, implementing a good customer service program, service
standards, 4 steps to super service, how to's and more. Royalty
Free - Use Them Over and Over Again.

Please Visit: www.ReadySetPresent.com

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