Please login here to save this document to a list.
If you don't have an account, you can register for free here.
$25.00
ALL FEES INCLUDED
| Add to Cart |
HIGHLIGHTS
BENEFITS OF DOCUMENT
DOCUMENT DESCRIPTION
Building Quality Service Excellence PPT
Contents :
1. Service Excellent as Business Advantage
2. Service Winners
3. Service is Intangible
4. Two Dimensions of Service
5. Five Elements of Quality Service
6. Service Culture Components
7. Key Skills for Quality Customer Service
8. Know Your Organization, Product/Service & Customers
9. Developing Excellent Communication with Customers
10. Excellent Verbal Communication with Customers
11. Non Verbal Communication with Customers
12. Positive and Negative Communication Behavior
13. Characteristics of Good Listener
14. Strategies for Improved Listening
15. To listen more effectively
16. Dealing Assertively with Customers
17. Customer Focused Behavior
18. Addressing Customer Needs
19. Four Styles of Behavior
20. Strategies to Deal with Dominance Person
21. Strategies to Deal with Influencing Person
22. Strategies to Deal with Steadiness Person
23. Resolving Service Breakdown
24. Service Recovery Strategy
25. Roadblock to Service Recovery
26. Dealing with Difficult People
A culture of service excellence starts at the top. Customer-centric behaviours that embrace the business's values are best learned when they are first demonstrated by managers and leaders.
Service excellence is created when service at all levels of the company is accessible, friendly, and genuinely invested in the customer experience. Leaders can take active steps to display those same qualities towards their employees.
One of the keys to success in increasing sales is to interact and establish good relationships with customers, by providing satisfactory service. By interacting can build opportunities to promote products, services and companies. But it is not easy for the company to run it. Success in creating customer satisfaction is highly dependent on the level of customer service expertise.
Currently, it can be said that almost all similar products from various brands have the same advantages. So that currently competition actually occurs in providing excellent service to customers, with the aim of making customers satisfied, so that customers are loyal. But unfortunately most people only focus on humans, whereas to make customers satisfied there are 3 interrelated pillars namely product, people and Delivery System.
The Building Quality Service Excellence material thoroughly explores Customer Service Excellent which will make the Customer Satisfied. Building Quality Service Excellence materials will provide increased understanding and skills in providing services that satisfy customers with all their challenges. Building Quality Service Excellence materials are accompanied by easy-to-understand explanations to be carried out by the Customer Service Team as front liners. By applying the Building Quality Service Excellence Training materials, it is hoped that all problems in customer service will be answered.
By applying this Building Quality Service Excellence material, the Customer Service Team is expected to have the knowledge to:
1. Realizing the responsibility of the role in providing excellent service
2. Sharpen the skills to understand and respond to customer needs.
3. Develop service skills to enhance professional relationships with customers
4. Improve the ability to provide high quality services to customers.
5. Hone effective communication skills in order to provide problem-solving solutions
6. Provides the ability to compose a Customer Satisfaction Survey
7. Provide the ability to measure Customer Satisfaction and Improvement appropriately.
8. Realizing the importance of building a positive attitude in order to build effective relationships with customer
Consumer demands are continuously shifting from products to services. This means that customers have started valuing the experience a brand presents them with. The customer experience includes everything from initial engagement, to building awareness, the sales journey, service delivery, and any follow-up or ongoing engagement with the brand.
Creating a culture in which service excellence can be achieved in a sustained way can provide a competitive edge for businesses in a saturated market. To deliver dependable, consistent value, service excellence needs to be one of the driving forces at the heart of the organization.
Regards,
UJ Consulting
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 PowerPoint Slides: Building Quality Service Excellence PowerPoint (PPTX) Presentation, UJ Consulting
ABOUT THE AUTHOR: UJ CONSULTING
UJ Consulting
Untung Juanto ST., MM. Founder of UJ Consulting. He is professionally experienced business and management consultant in several local and multinational companies.
[read more]
He has an experience in managing an effective and efficient company with various approach methods adapted to different industries because He had a career from the lower management level as Supervisor before finally being at the top management level. His Top Management experience started from the position of General Manager, VP Operation, HR Director and Business Development Director
He completed his undergraduate education majoring in Architecture at Diponegoro University, Semarang, Central Java, Indonesia. After that, He continued to Master of Management level majoring in Human Resource Management with cum laude predicate with a GPA of 3.94 at Mercubuana University, Jakarta, Indonesia.
His last work experience as Deputy President Director at Hutahaean Group in charge of 14 business units engaged in various industries including CPO Production, Oil Palm Plantation, Cassava Plantation, Tapioca flour production, 4 and 5 star hotels, waterparks, golf courses and housing with a total of employees more than 3,000 employees.
His biggest achievement was in 2021 when He served as Deputy President Director at Hutahaean Group Indonesia by increasing the company's revenue from IDR 700 billion to IDR 1.1 trillion (y/y) and increasing the profit margin by more than 20%. Doing a turn around on business units that have lost in the last 5 years become profits. In addition, He have also succeeded in creating an efficient and effective management system by redesigning the Business Process Management (BPM), reviewing Standard Operating Procedures (SOP) and Work Instructions and compiling the appropriate Key Performance Indicator Management (KPIM) to increase employee productivity.
He is currently active as a part-time business and management consultant (online) at Enquire Corp. and Flevy Corp. In addition, He also teach part-time at several universities for courses in strategic management, human resource management, project management, entrepreneurship and business.
UJ Consulting has published 169 additional documents on Flevy.
DETAILS
This business document is categorized under the function(s): Corporate Communications Strategy, Marketing, & Sales
It applies to All Industries
File Type: PowerPoint (pptx)
File Size: 1.6 MB
Number of Slides: 60 (includes cover, transition, & marketing slides)
Related Topic(s): Customer Service
Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.
Initial upload date (first version): Nov 9, 2022
Most recent version published: Nov 11, 2022
![]() | Download our free compilation of 50+ Strategy & Transformation slides and templates. Frameworks include McKinsey 7-S Strategy Model, Balanced Scorecard, Disruptive Innovation, BCG Experience Curve, and many more. To receive this free download, enter your email address below and click the "Email Me" button. |
|
"As a consultant requiring up to date and professional material that will be of value and use to my clients, I find Flevy a very reliable resource.
The variety and quality of material available through Flevy offers a very useful and commanding source for information. Using Flevy saves me time, enhances my expertise and ends up being a good decision." – Dennis Gershowitz, Principal at DG Associates
|
|
"As an Independent Management Consultant, I find Flevy to add great value as a source of best practices, templates and information on new trends. Flevy has matured and the quality and quantity of the library is excellent. Lastly the price charged is reasonable, creating a win-win value for the customer, Flevy and the various authors. This is truly a service that benefits the consulting industry and associated clients. Thanks for providing this service. "
– Jim Schoen, Principal at FRC Group
|
|
"The wide selection of frameworks is very useful to me as an independent consultant. In fact, it rivals what I had at my disposal at Big 4 Consulting firms in terms of efficacy and organization."
– Julia T., Consulting Firm Owner (Former Manager at Deloitte and Capgemini)
|
|
"One of the great discoveries that I have made for my business is the Flevy library of training materials.
As a Lean Transformation Expert, I am always making presentations to clients on a variety of topics: Training, Transformation, Total Productive Maintenance, Culture, Coaching, Tools, Leadership Behavior, etc. Flevy usually has just what I need to make my point. It is well worth the money to purchase these presentations. Sure, I have the knowledge and information to make my point. It is another thing to create a presentation that captures what I want to say. Flevy has saved me countless hours of preparation time that is much better spent with implementation that will actually save money for my clients." – Ed Kemmerling, Senior Lean Transformation Expert at PMG
|
|
"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."
– David Coloma, Consulting Area Manager at Cynertia Consulting
|
|
"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."
– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership
|
|
"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant's toolbox."
– Michael Duff, Managing Director at Change Strategy (UK)
|
|
"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."
– David Harris, Managing Director at Futures Strategy
|
![]() Do You Want to Get Lean?
We've assembled 40 Lean Six Sigma guides: Lean Management, Six Sigma, Strategy Planning, Process, and Change Management.
|
![]() Waste Too Much Time on PowerPoint?
Get our FREE PowerPoint Plugin (Flevy Tools) for creating common business diagrams, from Gantt Charts to Harvey Balls.
|
![]() Do You Run a Consulting Firm?
Learn how to level the playing field with global consulting firms, like McKinsey, BCG, Bain, E&Y, and Accenture.
|
![]() Need Help with PowerPoint or Excel?
Have our highly trained staff create the exact documents you need. We offer PowerPoint and Excel document creation services.
|
© 2012-2023 Copyright. Flevy LLC. All Rights Reserved.