Business Best Practices
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Delivering Service Excellence (PowerPoint PPTX)
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HIGHLIGHTS
BENEFITS OF DOCUMENT
- Provides a framework for a systematic approach to achieve customer satisfaction.
- Provides guidelines on how to differentiate your service by practicing empathy and adapting and personalizing your service.
- Provides guidelines on effective techniques to satisfy customers in different emotional conditions.
DOCUMENT DESCRIPTION
This product (Delivering Service Excellence) is a 136-slide PowerPoint presentation (PPTX), which you can download immediately upon purchase.
Every organization depends on customer service. Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. When you equip your frontline staff with the skills to create a quality experience for your customers, you differentiate your organization from the competition, enhance customer satisfaction and your organization's image.
In this customer service powerpoint, you teach your staff to manage emotions and deliver professional and personalized service. It includes the techniques and skills to:
a) Find out and respond to each customer's needs and expectations;
b) Reduce customer's negative feelings;
c) Heighten customer's positive feelings towards your organization;
d) Satisfy customers in difficult conditions; and
e) Apply the five A's of service recovery.
LEARNING OBJECTIVES
1. To instil in customer service staff the importance of providing excellent customer service
2. To equip frontline personnel with effective customer service techniques and skills to provide service excellence
3. To manage and handle customer interactions and relationships
CONTENTS
1. Introduction to delivering service excellence
2. Managing myself
3. Identifying customer condition and establishing rapport
4. Determining customer needs and expectations
5. Effective communication techniques
6. Meeting and exceeding customer needs and expectations
7. Satisfying customers in comfortable and difficult conditions
In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately):
• Customer Service Basics
• Customer Service Essentials
• Service Recovery
• Customer Experience Excellence Models
Got a question about the product? Email us at [email protected] or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Customer Service, Operational Excellence PowerPoint Slides: Delivering Service Excellence PowerPoint (PPTX) Presentation, Operational Excellence Consulting
ABOUT THE AUTHOR: OPERATIONAL EXCELLENCE CONSULTING
Operational Excellence Consulting is a leading management training and consulting firm dedicated to helping individuals and organizations improve their effectiveness and productivity in the post-pandemic new normal. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches. [read more]
Operational Excellence Consulting has published 205 additional documents on Flevy.
DETAILS
This business document is categorized under the function(s): Operations Organization, Change, & HR
It applies to All Industries
File Type: PowerPoint 
(pptx)
File Size: 6.4 MB
Number of Slides: 136 (includes cover, transition, & marketing slides)
Related Topic(s): Customer Service Operational Excellence
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Terms of usage (for all documents from Operational Excellence Consulting)
Initial upload date (first version): Feb 23, 2013
Most recent version published: Jun 23, 2021
