Customer Service Free Powerpoint Templates

Macy’s-1950’s Customer walked in to return an item The item was returned at full purchase price She left happy She didn’t purchase the item at Macy’s! Macy’s wanted to do everything in their power to make sure the customer left happy Happy customer=repeat customer http://www.cbc.ca/undertheinfluence/season-2/2013/03/16/tales-of-customer-service-1/

Cost of New Customers General rule: Cost 5 times as much to obtain a new customer, than to keep a current customer Actual amount is debatable What you need to know: Cheaper to keep an existing customer

Ritz-Carlton Hotel NYC 1am and a father and his kids are camped out in front of Radio City Music Hall hoping to get wristbands for the NFL Draft Ticket window opens at 6am Taxi pulls up, doorman jumps out, and drapes blankets around them and hands them hot chocolate The family had checked into the Ritz-Carlton before heading to Radio City Music Hall They were 4 miles from the hotel Caring Customer Service http://www.cbc.ca/undertheinfluence/season-2/2013/03/16/tales-of-customer-service-1/

Good Customer Service Get with a partner and make a list of what it takes to provide good customer service 2 Minutes

3 P’s of Customer Service People Employees are the point of contact for your company Lowe’s invest 350,000 hours/year on training their staff how to interact with their customers in a way that represents their company http://www.lovemarkscampus.com/lovemarks-in-action-the-three-ps-of-customer-service/

3 P’s of Customer Service Performance Make sure your product works before hand Amazon and Google rank high in customer service because they deliver on performance Their products do what they say they will do Added bonus: when products work it minimizes the need for one-on-one customer support http://www.lovemarkscampus.com/lovemarks-in-action-the-three-ps-of-customer-service/

3 P’s of Customer Service Personalization Co. needs to understand customers needs and wants in order to exceed them View each customer as unique and valued Transactional relationships should be transformed into emotional relationships http://www.lovemarkscampus.com/lovemarks-in-action-the-three-ps-of-customer-service/

Good Customer Service Skills Employees need Patience Attentiveness Clear communication skills Knowledge of the product Ability to use positive language Acting skills Time management skills Ability to “read” customers A calming presence Goal oriented focus Ability to handle surprises Persuasion skills Tenacity Closing ability Willingness to learn http://www.helpscout.net/blog/customer-service-skills/

Customer Complaints When customers complain most about companies, it deals with: Mistreated/misunderstood by CS Reps Incorrect order Orders not complete on time All be avoided

You will have 5 minutes to complete all 20 orders You will have 5 minutes to complete all 20 orders. You will place the cookies in the correct package.

GO!

STOP!