customer service for replica

7/30/2019 Customer Service for Replica

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www.ReadySetPresent.com

Powerpoint is a registered product of Microsoft.Graphics: Masterclips IMSI; Art Explosion Nova Development; Corel


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Learn to identify and analyzecustomer needs and problems.

Recognize the most common reasons

for customer complaints.

Discover techniques to cultivate andmaintain special customer

relationships.

Program Objectives (1 of 2)


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Program Objectives (2 of 2)

Assess your communication styleand use two-way communicationskills to level with people, to acceptfeedback from them, and to discuss

problems.

Identify specific problems in yourcustomer service program and apply

treatment.


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A Challenge

Please write a One SentenceDefinition of

CUSTOMER SERVICE.


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Questions On Being A Customer

Why do you need customer service? Was the service provided over the

phone or in person?

How did the customer servicerepresentative respond to yourrequest, inquiry or problem?

If you felt the service was excellent,

describe what made it so good.

If you felt the service wasexceptionally poor, describe what

made it that way.


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Do You Know Why They Leave?

1% die.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with

product or service. 68% leave because of rude or

discourteous service.


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Communication.

Customer Sensitivity.

Decisiveness.

Energy.

Flexibility.

Follow-up.

Impact.

Initiative.

Integrity.

Competencies (1 of 2)


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Competencies (2 of 2)

Job Knowledge.

Judgment.

Motivation To Serve.

Persuasiveness/Sales.

Planning.

Resilience.

Situation Analysis.

Work Standards.


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Excuses Excuses

List five to eight excuses you hearcustomer service representativesgive for offering indifferent orpoor customer service.

Think of one of more ways tocounter each excuse.


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Common Excuses (1 of 2)

For Service Lapses: I don't have enough time.

I don't get paid to be nice. I am

measured by my productivityand accuracy.

How can we do a good job if

the computer is always down? Every customer is totally

bonkers today.


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R d S tP t


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The Customer Wants You To

. . . Invite me back.

. . . Listen to me.

. . . Value me.

. . . Greet me.

. . . Help me.

customer service for replica

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