Training Presentation/Powerpoint:

Delivering Service Excellence



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 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:


Learning Objectives


Introduction to Delivering Service Excellence
-  Why do customers leave?
-  Behaviours that turn-off customers
-  What is customer service?
-  Customer service vs. customer satisfaction
-  What is excellent customer service?
-  Characteristics of excellent service
-  Benefits of delivering service excellence
-  Customer satisfaction approach

Managing Myself – the Service Provider
-  Customer satisfaction roadmap
-  Service excellence dimensions
-  Perception drives behavior
-  Technique for developing a positive service behavior
-  Customer service attitude
-  Displaying customer service attitude

Identifying Customer Condition and Establishing Rapport
-  Who are customers?
-  External and internal customers
-  Customer are individuals
-  Observation skills
-  Types of customer conditions
-  Establishing positive rapport
-  Tips for building positive rapport

Determining Customer Needs and Expectations
-  Needs vs. expectations
-  3 basic skills for determining needs and expectations
-  Effective listening
-  4 types of questions – open, closed, fact-finding and feeling-finding
-  Empathy vs. sympathy

Effective Communication Techniques
-  The communication process
-  Overcoming communication barriers
-  Effective telephone techniques
-  Effective written communication techniques
-  Effective face-to-face communication techniques

Meeting and Exceeding Customer Needs and Expectations
-  How to meet customer’s needs and expectations?
-  Explaining
-  Personalizing
-  Adapting
-  Ask for expression of satisfaction
-  Tips for instilling trust and confidence
-  Concluding the interaction

Satisfying Customers in Comfortable and Difficult Conditions
-  Comfortable customers
-  Indecisive customers
-  Demanding customers
-  Angry customers
-  5 steps of service recovery
-  Saying no
-  Ways to manage frustration
-  Summary and conclusion

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File Type: PowerPoint (pptx)


File Size: 4.6 MB


Number of Slides: 108


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