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

2. 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

3. 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

4. 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

5. 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

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