3. 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” REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
4. Customer Service - 2010 OPEN DISCUSSION REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
5. Customer Service - 2010 WELCOME TO THIS TRAINING SESSION REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
6. 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. REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
7. Customer Service - 2010 CHALLENGE Write a One Sentence Definition of CUSTOMER SERVICE. REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
47. Customer Service - 2010 Did you Know?! CYCLE OF WORK IN ORDER TO REDUCE COST, STATE WHICH OF THESE DEPARTMENTS CAN BE REMOVED WITHOUT EFFECTING THE BUSINESS REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
52. . . . Invite me back.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
53. Customer Service - 2010 SO! WHICH TYPE OF EMPLOYEES ARE YOU? REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010
54. Customer Service - 2010 THANK YOU FOR YOUR ATTENTION REGIONAL TRAINING DEPARTMENT “AT YOUR SERVICE” All Statistics, information and figures are upon studies made by the Customer Care Institute – Atlanta, U.S.A http://www.customercare.com/ REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010