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BENEFITS OF 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
Note: In addition to this training presentation, you may also be interested in the following presentations on Service Excellence (sold separately):
• Customer Service Basics
• Customer Service Essentials
• Service Recovery
• Customer Delight through Quality
• Customer Experience Management Models
• Design Thinking
• Customer Journey Mapping
• Six Basic Rules of Effective Customer Service Poster
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Source: Best Practices in Customer Service, Operational Excellence PowerPoint Slides: Delivering Service Excellence PowerPoint (PPTX) Presentation, Operational Excellence Consulting
OVERVIEW
Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). With over three decades of expertise in strategy deployment, customer experience design, and operational excellence, our mission is clear: empowering global individuals and organizations through Design Thinking and Lean Methodologies. [read more]
Ask the Author a Question
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 Lean Management/Enterprise Customer Service Strategy Deployment & Execution Process Improvement Hoshin Kanri Strategic Planning Kaizen ISO 9001 Lean Office Visual Workplace Gemba Walk Takt Time Lean Manufacturing Manufacturing Total Productive Maintenance Continuous Improvement Autonomous Maintenance Diversity Strategy Development Human Resources Problem Solving Psychology Objectives and Key Results Benchmarking Lean Game Creativity Workshops Employee Management Performance Management Goal Setting Quality Management & Assurance Onboarding Value Stream Mapping
Receive our FREE presentation on Operational Excellence
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. |