2. Presentation Companion Slide Pack The slides in this file were specifically designed to be used with the Presentation Companion Add-In. Training-Games.com Copyright © 2014 Training Games, Inc.

3. 1. Cust Svc Intro

4. 2. Cust Svc Intro

5. 3. Cust Svc Communication

6. 4. Customer Svc Care

7. 5. Customer Svc Words To Use

8. 6. Customer Svc Words To Avoid

9. Be everywhere, do everything, and never fail to astonish the customer. Macy's Motto Coming together is a beginning. Keeping together is progress. Working together is success. Henry Ford Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter V.P., British Airways Every great business is built on friendship. JC Penney I won't complain. I just won't come back. Brown & Williamson Ad 7. Customer Svc Company Mottos

10. Do what you do so well that they will want to see it again and bring their friends. Walt Disney Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer! Gene Buckley, Sikorsky Aircraft Good service is good business. Siebel ad Your most unhappy customers are your greatest source of learning. Bill Gates 8. Customer Svc Company Mottos

11. Customer Service is critical and nothing to horse around with. 9. Customer Svc Horsing Around

12. 10. Customer Svc Promises

13. 11. Customer Svc Listen

14. 95%80%85%90% 13. Customer Svc Don’t Return

15. 13. Customer Svc Smile

16. 14. Customer Svc Best People

17. 15. Customer Svc The Whole Company

18. 16. Customer Svc Help

19. 17. Customer Svc Empower

20. Most Important Word: Yes. Two Most Important Words: Thank You. Three Most Important Words: Glad You Called. Four Most Important Words: How Did We Do? Five Most Important Words: How May I Serve You? 18. Customer Svc Important Words

21. Six Most Important Words: What Is Most Convenient For You? Seven Most Important Words: What Else Can I do For You? Eight Most Important Words: I’m Not Sure, But I Will Find Out. Nine Most Important Words: Thank You For Your Business. Please Call Us Again. Ten Most Important Words: I Apologize For Our Mistake. Let Me Make It Right. 19. Customer Svc Important Words

22. 20. Customer Svc Profits

23. 21. Customer Svc Well Done

24. 22. Customer Svc The Value

25. 23. Customer Svc Stay on Top

26. 24. Customer Svc No Problem

27. 25. Customer Svc Listen

28. Don’t Argue 26. Customer Svc Don’t Argue

29. 27. Customer Svc. Training Train Your Customer Service Reps.

30. The News Travels Quickly In general, satisfied customers will relate their good experience to 4 others, how many will they tell of a bad experience? 710125 28. Customer Svc Pop Quiz

31. 29. Customer Svc Dissatisfied

32. 30. Customer Svc Awareness

33. 31. Customer Svc Mutual Respect

34. 32. Customer Svc Quotes

35. 33. Customer Svc Is Always

36. 34. Customer Svc Helping

37. End Music 35. Customer Svc Customer Svc