BENEFITS OF DOCUMENT
DESCRIPTION
Enhance your organization's CX with our Delivering Service Excellence PPT. Equip your staff with the skills to create quality customer experiences, differentiate from the competition, and build trust and long-term relationships. Learn to manage emotions, deliver personalized service, and apply the five A's of service recovery.
This customer service presentation 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
Note: In addition to this training presentation, you may also be interested in the following presentations on Customer Experience (CX) (sold separately):
• Customer-Centricity
• Digital Customer Service (DCS)
• Design Thinking
• Customer Journey Mapping
• Business Model Canvas
• Value Proposition Canvas
• Customer Experience Management Models
This presentation dives deep into the nuances of customer satisfaction, emphasizing the critical role of understanding customer conditions and establishing rapport. It outlines a structured approach to managing interactions, from opening to concluding, ensuring needs are met and expectations exceeded. The content also highlights the importance of effective communication, both verbal and non-verbal, and provides practical techniques for handling difficult customer situations. This resource is designed to equip your team with the tools needed to foster positive customer relationships and drive business success.
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Source: Best Practices in Customer Service, Operational Excellence PowerPoint Slides: CX Improvement Program: Delivering Service Excellence PowerPoint (PPTX) Presentation, Operational Excellence Consulting
This document is available as part of the following discounted bundle(s):
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Service Excellence Training Package
This bundle contains 4 total documents. See all the documents to the right.
Operational Excellence Strategic Planning ISO 9001 Kaizen Strategy Deployment & Execution Hoshin Kanri Human Resources Total Productive Maintenance Takt Time Lean Manufacturing Manufacturing Lean Management Value Stream Mapping Continuous Improvement Process Improvement Strategy Development Problem Solving Diversity Psychology Objectives and Key Results Benchmarking Lean Game Creativity Workshops Employee Management Goal Setting Performance Management Quality Management & Assurance Onboarding Autonomous Maintenance
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This 50-slide presentation provides a high-level introduction to the 4 Building Blocks of Operational Excellence. Achieving OpEx requires the implementation of a Business Execution System that integrates these 4 building blocks. |