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Number of Slides: 136
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 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
- Why do customers leave?
- Behaviors that turn-off customers
- What is customer service?
- Customer service vs. customer satisfaction
- What is satisfaction?
- What is service excellence?
- Characteristics of excellent service
- Benefits of delivering service excellence
- Satisfaction/Dissatisfaction model
- Customer satisfaction approach
- Customer satisfaction roadmap
2. Managing Myself – the Service Provider
- Service excellence dimensions
- Bicycle model of the service dimensions
- Perception drives behavior
- Technique for developing a positive service behavior
- Customer service attitude
- Displaying customer service attitude
3. Identifying Customer Condition and Establishing Rapport
- Who are customers?
- External and internal customers
- Customer are individuals
- Observation skills
- Types of customer conditions
- What should be our response?
- Establishing positive rapport
- Tips for building positive rapport
4. Determining Customer Needs and Expectations
- Needs vs. expectations
- The invisible report card
- Relationship between needs, expectations, satisfaction and dissatisfaction
- 3 basic skills for determining needs and expectations
- Effective listening
- 4 types of questions – open, closed, fact-finding and feeling-finding
5. Effective Communication Techniques
- The communication process
- Overcoming communication barriers
- Effective telephone techniques
- Effective written communication techniques
- Effective face-to-face communication techniques
6. Meeting and Exceeding Customer Needs and Expectations
- How to meet customer’s needs and expectations?
- Ask for expression of satisfaction
- Tips for instilling trust and confidence
- Concluding the interaction
7. 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
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