1. Provides a framework for a systematic approach to achieve customer satisfaction.
2. Provides guidelines on how to differentiate your service by practicing empathy and adapting and personalizing your service.
3. Provides guidelines on effective techniques to satisfy customers in different conditions.

DOCUMENT DESCRIPTION

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
* Service Excellence Models

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