Building Quality Service Excellence (PowerPoint PPTX)

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

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