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Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Delivering Service Excellence (136-slide PowerPoint presentation (PPTX)) Preview Image Log in to unlock full preview.
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Delivering Service Excellence (PowerPoint PPTX)

File Type: 136-slide PowerPoint presentation (PPTX)


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  1. Provides a framework for a systematic approach to achieve customer satisfaction.
  2. Provides guidelines on how to differentiate your service by practicing empathy and adapting and personalizing your service.
  3. Provides guidelines on effective techniques to satisfy customers in different emotional conditions.


This product (Delivering Service Excellence) is a 136-slide PowerPoint presentation (PPTX), which you can download immediately upon purchase.

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.


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


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

In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately):

•  Customer Service Basics
•  Customer Service Essentials
•  Service Recovery
•  Customer Experience Excellence Models

Got a question about the product? Email us at support@flevy.com 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, Operational Excellence PowerPoint Slides: Delivering Service Excellence PowerPoint (PPTX) Presentation, Operational Excellence Consulting


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File Type: PowerPoint pptx (PPTX)
File Size: 6.4 MB
Number of Slides: 136 (includes cover and all slides)

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): Feb 23, 2013
Most recent version published: Jun 23, 2021


Author: Operational Excellence Consulting

Additional documents from author: 223

Operational Excellence Consulting is a management training and consulting firm dedicated to enhancing the effectiveness and productivity of individuals and organizations. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches. [read more]

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