customer service training
DESCRIPTION
TRANSCRIPT
GRAND CINEMASREGIONAL TRAINING DEPARTMENT
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Customer Service - 2010
Describe the point behind this video and the message intended to deliver.
The Message and the Point are:“ALWAYS EXCEED YOUR CUSTOMER EXPECTATION”“A CUSTOMER REMAINS A CUSTOMER TILL HIS/HER JOURNEY
ENDS”
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Customer Service - 2010
OPEN DISCUSSION
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Customer Service - 2010
WELCOME TOTHIS TRAINING
SESSION
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Customer Service - 2010
TRAINING OBJECTIVES
Learn to identify and analyze customer needs and problems.
Recognize the most common reasons for customer complaints.
Discover techniques to cultivate and maintain special customer relationships.
Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.
Identify specific problems in your customer service program and apply treatment.
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Write a One Sentence Definition of
CUSTOMER SERVICE.
CHALLENGE
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Let’s Switch Roles
YOU ARE A CUSTOMER!
s Why do you need customer service?
s Was the service provided over the phone or in person?
s How did the customer service representative respond to your request, inquiry or problem?
s If you felt the service was excellent, describe what made it so good.
s If you felt the service was exceptionally poor, describe what made it that way.
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Let’s Switch Roles
YOU ARE A CUSTOMER!
List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.
Think of one of more ways to counter each excuse.
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Did you Know?!
EXCUSES FOR BAD CUSTOMER SERVICE I don't have enough time.
I don't get paid to be nice. I am measured by my productivity and accuracy.
How can we do a good job if the computer is always down?
Every customer is totally bonkers today. I can't deal with people who do not show me
respect. How can we do a good job if the other
departments do not provide the back-up we need?
I am having a bad day. People are basically stupid. I am always too busy.
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Did you Know?!
WHY A CUSTOMER LEAVES? 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 ordiscourteous
service.
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Did you Know?!
KEYS TO CUSTOMER SERVICE
Communication. Customer
Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.
Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards.
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Did you Know?!
CYCLE OF WORK
CUS-TOMER CLEAN
ERS
MAIN-TEN-ANCESUPPLIERS
OWNERS
MANAGEMENT
EM-PLOY-EES
IN ORDER TO REDUCE COST, STATE WHICH OF THESE DEPARTMENTS CAN BE REMOVED WITHOUT EFFECTING THE
BUSINESS
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
Did you Know?!
WHAT A CUSTOMER WANTS
8 . . . Invite me back.
8 . . . Listen to me.
8 . . . Value me.
8 . . . Greet me.
8 . . . Help me.
Customer Service - 2010
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
SO! WHICH TYPE OF EMPLOYEES ARE YOU?
Customer Service - 2010
THANK YOU FOR YOUR ATTENTION
CUSTOMER SERVICE - 2010
REGIONAL TRAINING DEPARTMENT
REGIONAL TRAINING DEPARTMENT
“AT YOUR SERVICE”
All Statistics, information and figures are upon studies made by the Customer Care Institute – Atlanta, U.S.Ahttp://www.customercare.com/