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Providing Exceptional Customer ServiceFebruary 17, 2021
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Vensure Employer Services and our PEO Partners
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Agenda
Factors that Create a Negative Impression1
What Customers Want2
The Basics of Exceptional Customer Service3
How to Tell a Customer “No”4
Q&A6
How to Handle a Difficult Customer5
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Instructions for Submitting Questions with GoToWebinar
› When you launched GoToWebinar, a control panel and a screen share window opened up
› In the control panel, there is a dropdown section entitled, “Questions”
› Open up that section and type your question into the dialog box and hit enter. If you are a
client, please put “CLIENT” in your question
› Please note that you will not see the questions or comments of others
› We will try to answer all the questions within the allotted time; however, if you did not get your
question answered or if you come up with a question after the webinar ended, please contact
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Robin Paggi
Training and Development Specialist
OurPanelist
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1Factors That Create a Negative Impression
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Factors That Create a Negative Impression
Not Promptly Answering the Phone
Not Saying “Please” or “Thank You”
Poor Non-verbal Communication
Making the Customer Wait
Speaking Loudly or Condescendingly
Focusing on Another Task While
Serving the Customer
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2What Customers Want
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What Customers Want
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The Customer
Care
Treated How They Want
to be Treated
Quality Service More
Then Fast Service
Personalization
Nice Surprises
Time More Than Savings
A Memorable Experience
Loyalty Programs
Frugal Wows
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3The Basics of Customer Service
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The Basics of Customer Service
› Make Eye Contact and Smile
› Greet and Welcome Each and Every Customer
› Seek Out Customer Contact
› Provide Immediate Service Recovery
› Display Appropriate Body Language at All Times
› Preserve the Experience
› Thank Every Customer
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4How to Tell a Customer “No”
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How to Tell a Customer ”No”
› Our Reaction to Hearing “No”
› Focus on What You Can Do, Not What You Can’t Do
› Apologize
› Explain the Situation
› Don’t Overcompensate
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5How to Handle a Difficult Customer
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How to Handle a Difficult Customer
Apologize Gracefully
Don’t Take It Personally
Use Your Best Listening Skills
Remain Calm
Actively Sympathize
Find a Solution
Take a Few Moments on
Your Own
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Q&A
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Instructions for Submitting Questions with GoToWebinar
› When you launched GoToWebinar, a control panel and a screen share window opened up
› In the control panel, there is a dropdown section entitled, “Questions”
› Open up that section and type your question into the dialog box and hit enter. If you are a
client, please put “CLIENT” in your question
› Please note that you will not see the questions or comments of others
› We will try to answer all the questions within the allotted time; however, if you did not get
your question answered or if you come up with a question after the webinar ended, please
contact [email protected]
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Thank You for Your Time