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Graphics: Masterclips – IMSI; Art Explosion –
Nova Development; Corel
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Program Objectives (1 of 2)
 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.
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Program Objectives (2 of 2)
 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.
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A Challenge
Please write a One Sentence
Definition 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 service
representative respond to your request,
inquiry or problem?
If you felt the service was excellent,
describe what made it so good.
If you felt the service was exceptionally
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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Competencies (1 of 2)
 Communication.
 Customer Sensitivity.
 Decisiveness.
 Energy.
 Flexibility.
 Follow-up.
 Impact.
 Initiative.
 Integrity.
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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 hear
customer service representatives
give for offering indifferent or
poor customer service.
 Think of one of more ways to
counter 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 productivity
and accuracy.
 How can we do a good job if the
computer is always down?
 Every customer is totally
bonkers today.
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Common Excuses (2 of 2)
For Service Lapses: who do not
 I can't deal with people
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.
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The Customer Wants You To
. . . Greet me.
. . . Value me.
. . . Help me.
. . . Listen to me.
. . . Invite me back.
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About This Product:
To download this entire Customer Service PowerPoint
presentation visit ReadySetPresent.com
Over 100+ slides on topics such as: understanding the basics of
effective customer service, addressing excuses, examining
behaviors, 7 steps to customer service, words to use and words to
avoid, top ten customer complaints, five common customer
requests, implementing a good customer service program, service
standards, 4 steps to super service, how to's and more. Royalty
Free - Use Them Over and Over Again.
Please Visit: www.ReadySetPresent.com
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