Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. the first mile The Essential ART of Customer Service.

Slides:

Advertisements

Similar presentations

Unit 2 What should I do?. What s wrong with him? What should he do?

Advertisements

Dialogue 3 Words and Expressions Fill in the blanks with the missing sentences Decide the statements true or false Dialogue 2 Words and Expressions Ask.

Introducing yourself and Others

1 Copyright © 2009, Oracle. All rights reserved. B Table Descriptions.

1 Copyright © 2010, Elsevier Inc. All rights Reserved Fig 6.1 Chapter 6.

FINGER PAINTING FOR GROWN-UPS? EFFECTIVE TECHNIQUES TO TEACH THE ADULT LEARNER Alison Prince, M.Ed., CIRS United Way of the Brazos Valley Bryan/College.

Social expressions Social expressions are expressions/vocabulary that are used in social situations.

Customer Service Training

© 2003 Terry James. All rights reserved 1 The CRM Textbook: customer relationship management training Terry James © 2006 Chapter 1: Customer Magic.

Warm-up PLEASE LISTEN! When I ask you to listen to me and you start giving me advice, you have not done what I asked. When I ask you to listen to me and.

Active Listening. Active listening is your ability to fully give your attention to someone who is talking. What is Active Listening?

SIMPLE ACTIONS – BIG RETURNS

Copyright © 2003 Edge Training Systems, Inc. All Rights Reserved. SLIDE 1.

The Business of Paying it Forward. Organic Conversation Only! Use the words “Empowered” and “Empowerment” in conversation. Other person: “You seem so.

P.6 English Lesson Greetings How do you do, I’m Peter Chan? How do you do, Mr Chan? I’m very pleased to meet you. people meet at the first time.

Copyright © 2002 by Harcourt, Inc. All rights reserved. Topic 3 : Business Objectives Lecturer: Zhu Wenzhong.

SOME IMPORTANT PHRASES FOR BASIC ENGLISH USERS

One Million Voices (filling an embarrassing silence)

At Your Service. At your Service We all can spot great customer service when we see it, but do you follow the proper steps to provide excellent customer.

Future Decisions/Choices How to make effective decisions? Written by Barbara Mackessy.

Being All Ears Listen and Decode Listen and Read Listen and Respond

October Homework. About me…. Favorite quote by an artist Tell your First name Age Favorite food Favorite sport Favorite band Your choice … tell a little.

Welcome! Living the Golden Rule; Providing Excellent “CUSTO-HUMAN” SERVICE.

My Schedule. NAME feels sick No school today First we will watch videos for a little while.

Noun Clauses: Subjects, Objects, and Complements

Unit 1 Sections 1-5 Sentence Frames

a headache a cough some medicine A telephone call.

Job Interviews Module Twenty Nine Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Conducted January 3-5, 2000 N = 1,000 Registered “Likely” Voters Nationwide, and n = 250 Hispanic Voters Nationwide With A +3.1% Margin Of Error.

Presentation Skills Hilary M Jones. In this session Oral presentation skills Planning, Preparing and Practice Performing – vocal techniques, body language.

TRAINTHEM THE INTERVIEW. WHAT IS AN INTERVIEW? THE INTERVIEW THE INTERVIEW IS YOUR FIRST SALE.

Copyright © 2007 Tommy's Window. All Rights Reserved ♫ Turn on your speakers! ♫ Turn on your speakers! CLICK TO ADVANCE SLIDES.

Unit 8 Seeing a doctor ( The second period) 杭州江滨职业学校何笑蓉.

Dealing with Complaints Meeting 9

I n 2 0 y e a r s B y C a m e r o n My job P o k é m o n g a m e c r e a t o r. I a m g o i n g t o c o m b i n e d r a g o n i t e a n d m e g a n i.

By Noah Dendinger.  First of all, there’s no such thing as a “typical” difficult customer. Difficult customers come in all shapes and sizes. And, no.

REPORTED SPEECH REPORTED SPEECH THE POLITE ROBBER THE POLITE ROBBER.

Friday, November 20 th Hello, class, and Happy Friday! The first 20 minutes of class today will a be a free- write on the following prompt: Our story,

CUSTOMER SERVICE 101. what is CUSTOMER SERVICE? providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming.

Lesson 87. Read and chant What day is today? Today is What day is today? Today is What day is today? Today is Today is a fun day.

1 Living a life that is free from abuse People with learning difficulties acting as champions for others.

 Understand why schools ask students to give presentations.  Understand what makes a good presentation.  Learn about structuring a presentation. 

Phone Conversation.

A 30-Second Training Career Development and Assessment March 2013

On the way to school. Teenage problems.

THE PERFORMANCE GROUP, INC.

دانشگاه شهیدرجایی تهران

تعهدات مشتری در کنوانسیون بیع بین المللی

World AIMS Additional Lesson Resourcing

Answering the phone: Hello? (informal) Thank you for calling Microsoft. Sam speaking. How may I help you? Andrew’s Book Store. How can I help you?

Section 9.4 Area of a Triangle

Data Mining, Second Edition, Copyright © 2006 Elsevier Inc.

Female: Hello, ABC Company, How can I help you?

Copyright © 2012, Elsevier Inc. All rights Reserved.

Copyright © 2013 Elsevier Inc. All rights reserved.

Copyright © 2012, Elsevier Inc. All rights Reserved.

Extraordinary Service

Copyright © 2014, 2000, 1992 Elsevier Inc. All rights reserved.

Andrew can talk with Kids!

Copyright © 2012, Elsevier Inc. All rights Reserved.

Copyright © 2013 Elsevier Inc. All rights reserved.

Section R.2 Algebra Essentials

Section 10.5 The Dot Product

Noun Clauses: Subjects, Objects, and Complements

Modeling Functionality with Use Cases

Customizing SysML for Specific Domains

Copyright © 2012, Elsevier Inc. All rights Reserved.

Copyright © 2012, Elsevier Inc. All rights Reserved.

Copyright © 2013 Elsevier Inc. All rights reserved.

Copyright © 2012, Elsevier Inc. All rights Reserved.

Presentation transcript:

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. the first mile The Essential ART of Customer Service

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Congratulations! Customers Choice Award for Outstanding Customer Service Please introduce yourself and give your acceptance speech! Be sure to thank all the people who have helped you achieve this honor. Youve just been awarded the

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Who are your customers?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. customer job service? Whose is

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Have YOU ever gotten poor service as a customer? How did you feel?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Good Experience: Word of Mouth... Bad Experience: tells 5 people tells 10 people A customer who has a...

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Video Presentation...

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Whats wrong with this picture? Is this good customer service?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Whats your soup…today? Hello? Does Rick see customers as his highest priority ?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Im sorry. This isnt my table. Does Rick know who the customer is?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Does Rick accept personal responsibility for customer service?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Take personal responsibility for customer service Know who your customers are Make customers your highest priority

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. What opens Ricks eyes to the error of his ways?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. becoming a customer

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Take a look from the customers point of view

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. What is the essential ART of customer service?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. How do we pay attention to our customers?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. How do we show respect for our customers?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. How do we give our time to our customers?

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. Take personal responsibility for customer service Make customers your highest priority Know who your customers are

Copyright © 2002 Edge Training Systems, Inc. All Rights Reserved. A R T Attention Respect Time