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BENEFITS OF DOCUMENT
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.
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
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.
We work with a diverse range of clients, including government bodies, multinational corporations, and small and medium-sized enterprises, across a wide spectrum of industries.
Our firm offers a comprehensive suite of capabilities, including Design Thinking, Customer Experience Management, Business Model Innovation, Lean Process Redesign, Total Quality Management (TQM), Total Productive Maintenance (TPM), Kaizen, Value Stream Improvement, Hoshin Kanri (Policy Deployment), Problem Solving Techniques & Tools (e.g. PDCA, 8D, A3, etc.), Training Within Industry (TWI), Suggestion System and Benchmarking.
To ensure the widespread adoption of operational excellence techniques and tools, we pride ourselves on developing high-quality, customizable training materials, presentations, frameworks, and templates to complement your training and business needs.
Operational Excellence Consulting has published 205 additional documents on Flevy.
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
|This 32-page presentation from Operational Excellence Consulting explains the Lean Management philosophy, based on the Toyota Production System (TPS). Learn to eliminate waste. To receive this free download, enter your email address below and click the "Email Me" button.|
Service Excellence Training Package
This bundle contains 3 additional documents.
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I am an international hospitality accomplished senior executive who has worked and lived during the past 35 years in 23 countries in 5 continents and I can humbly say that I know what customer service is, trust me.
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