This presentation serves as a fundamental introduction to the essential principles of customer service. It is designed to efficiently educate employees or new hires who are entering roles requiring customer interaction. By grasping these foundational concepts, participants can develop a solid understanding and skill set to enhance their customer service performance and eventually build more advanced knowledge and techniques.
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NOTE: This training package includes:
1. Customer Service Basics PPT training presentation (PowerPoint format)
2. Six Basic Rules of Effective Customer Service poster (PDF format, in color and monochrome, printable in A3 size)
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CONTENTS
1. The ABCs of Customer Service
A – Attitude: Discuss the significance of a positive and customer-centric attitude in creating exceptional customer experiences.
B – Business knowledge: Emphasize the importance of understanding the company's products, services, policies, and procedures to effectively assist customers.
C – Customer-oriented: Highlight the need to prioritize the customer's needs and preferences in every interaction to foster loyalty and satisfaction.
2. The 123s of Customer Service
1 – Deal with 1 customer at a time: Stress the importance of giving undivided attention to each customer to provide personalized and effective service.
2 – Customer service is a 2-way exchange: Explain that effective communication involves listening to the customer's needs and providing appropriate responses.
3 – Solve or identify an issue in 3 minutes (or less): Encourage quick and efficient problem-solving to ensure timely resolutions and customer satisfaction.
This presentation aims to equip participants with the foundational knowledge and skills necessary to excel in customer service roles, setting the stage for further development and mastery in the field.
Remarks: In addition to this training presentation, you may also be interested in the following presentations on Service Excellence (sold separately):
• Delivering Service Excellence
• 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
The presentation also covers the importance of having the right tools and resources to support customer service efforts. Participants will learn practical techniques to ensure they are well-prepared to handle customer inquiries and issues efficiently.
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Source: Best Practices in Customer Service, Service Excellence PowerPoint Slides: Customer Service Basics PowerPoint (PPTX) Presentation Slide Deck, Operational Excellence Consulting
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Service Excellence Training Package
This bundle contains 4 total documents. See all the documents to the right.
Customer Service Service Excellence Operational Excellence Key Performance Indicators KPI Critical Success Factors Key Success Factors Cost Optimization Costing Cost Analysis Company Cost Analysis Cost Accounting Product Costing Strategic Planning Hoshin Hoshin Kanri Strategy Execution Policy Deployment Strategy Deployment Hoshin Planning Strategy Deployment & Execution TPM Total Productive Maintenance Autonomous Maintenance Jishu Hozen Value Proposition Customer Value Proposition Bain PowerPoint McKinsey PowerPoint Bain Presentations Bain Frameworks Boston Consulting Group PowerPoint Consulting Frameworks Strategy Frameworks Mercer PowerPoint PwC PowerPoint Bain Templates Accenture Templates McKinsey Templates Boston Consulting Group Templates Accenture PowerPoint Consulting Methodologies Booz Documents PwC Templates Capgemini PowerPoint Strategy Frameworks Compilation Oliver Wyman Presentations Boston Consulting Group Frameworks E&Y PowerPoint Consulting Training IBM Presentations Oliver Wyman Templates Strategy Consulting Frameworks Bain Documents IBM Documents Capgemini Documents Roland Berger PowerPoint A.T. Kearney PowerPoint BCG Documents Accenture Frameworks BCG Frameworks BCG PowerPoint Oliver Wyman PowerPoint Consulting Documents BCG Presentations A.T. Kearney Documents Management Consulting Frameworks BCG Templates E&Y Templates Roland Berger Presentations Capgemini Templates Boston Consulting Group Documents LEK Frameworks Booz Allen Presentations E&Y Frameworks McKinsey Presentations Booz Allen Frameworks A.T. Kearney Frameworks IBM Templates Booz Allen PowerPoint Accenture Documents Accenture Presentations A.T. Kearney Templates McKinsey Frameworks Boston Consulting Group Presentations McKinsey Documents LEK PowerPoint Mercer Templates Roland Berger Frameworks Capgemini Frameworks Booz Presentations Roland Berger Templates Strategy Methodologies PwC Frameworks Booz Allen Templates Booz Templates Strategy& Presentations Management Consulting Training Oliver Wyman Documents Mercer Presentations LEK Documents PwC Presentations LEK Templates IBM PowerPoint Capgemini Presentations E&Y Documents Oliver Wyman Frameworks Booz Allen Documents PwC Documents IBM Frameworks Mercer Frameworks Mercer Documents LEK Presentations Booz PowerPoint Strategy Documents Booz Frameworks A.T. Kearney Presentations Roland Berger Documents Business Frameworks E&Y Presentations Strategy& PowerPoint Deloitte PowerPoint Consulting Process A.T. Kearney Frameworks A.T. Kearney PowerPoint A.T. Kearney Templates A.T. Kearney Documents A.T. Kearney Presentations Gap Analysis Financial Ratios Template Financial Ratios Calculator Profit and Loss P&L Organizational Design Organizational Alignment Organizational Effectiveness Organizational Development Poka Yoke Mistake-Proofing Lean Game Lean Office Innovation Management Innovation Disruption Customer Care Contact Center Call Center Continuous Improvement BPM Business Process Management Process Maps Process Mapping
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