Soft Skill Series 6 & Presentations Tech 190A Week 6 Lecture Soft Skill Series 6 & Presentations

Video Module 12: Customer Service Basics There are more customer service complaints today than ever before Effective customer service is essential to the survival of any business today You can lose more business due to poor customer service than due to poor quality or cost problems 68% of consumers leave because they feel they have been treated poorly It can cost 5 times to make new customers than to retain an existing one Good customer service improves a company’s bottom line An average business never hears from 96% of unhappy clients One happy customer will tell 5 people If they have problems they will tell 10 people

Six Rules of an Effective and Professional Customer Service Have a positive attitude Know your product or service Listen to the customer Maintain communications Solve the problem Always follow-up

Video Module 14: Successful Meetings and Events Seven steps to successful meetings Hold meetings only when necessary Create and follow an agenda Only invite decision makes Prepare meeting documentation Prepare meeting room Running the meeting Post meeting activities

Eleven Steps to Event Planning Set up date and length of event Determine attendance to the event Schedule events/activities to be covered Reservations Detail daily schedule Support material Review Gather material Verify information Know key areas Have a great event

Types of Meeting Room Set-Ups Conference style Auditorium style Banquet type Hollow square style Classroom style U-shape style