CX Improvement Program: Customer Service Essentials (PowerPoint PPTX)

Boost your CX strategy with our core CX skills PPT. Train employees to deliver excellent service to both external and internal customers, manage interactions effectively, and enhance overall satisfaction. Understand key elements of customer service and learn effective techniques and skills.

LEARNING OBJECTIVES

1. To instil in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships

CONTENTS

1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers

This training powerpoint includes exercises for individual and group discussions and role plays.

Note: In addition to this training presentation, you may also be interested in the following presentations on Customer Experience (CX) (sold separately):

•  Customer-Centricity
•  Digital Customer Service (DCS)
•  Design Thinking
•  Customer Journey Mapping
•  Business Model Canvas
•  Value Proposition Canvas

This presentation dives deep into the critical aspects of customer service, emphasizing the importance of a proactive attitude and effective communication. It highlights the significance of understanding both the content and people parts of customer service, ensuring employees are well-versed in rules, policies, and the emotional intelligence required to handle various customer interactions. The document also includes practical exercises and real-world scenarios, such as the Pike Place Fish video, to illustrate key concepts. Equip your team with the skills to project confidence, handle complaints effectively, and maintain a positive service attitude, ultimately driving customer satisfaction and retention.