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BENEFITS OF DOCUMENT
DESCRIPTION
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.
LEARNING OBJECTIVES
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
CONTENTS
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
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Source: Best Practices in Customer Service, Operational Excellence PowerPoint Slides: Delivering Service Excellence PowerPoint (PPTX) Presentation, Operational Excellence Consulting
OVERVIEW
ABOUT THE AUTHOR
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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This document is available as part of the following discounted bundle(s):
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Service Excellence Training Package
This bundle contains 4 total documents. See the additional documents to the right.
Operational Excellence Lean Management/Enterprise Hoshin Kanri Strategy Deployment & Exe ... Strategic Planning Total Productive Maintenance Gemba Walk Takt Time Manufacturing Lean Manufacturing Corrective and Preventati ... Problem Solving 8D Value Stream Mapping Autonomous Maintenance Continuous Improvement Process Improvement Kaizen Strategy Development Innovation Management Creativity Service Design Ideation Customer Experience Consulting Training Strategy Frameworks Consulting Frameworks Lean Office
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