1. Page 1 www.ReadySetPresent.com Powerpoint is a registered product of Microsoft. Graphics: Masterclips – IMSI; Art Explosion – Nova Development; Corel

2. Page 2 www.ReadySetPresent.com  Learn to identify and analyze customer needs and problems.  Recognize the most common reasons for customer complaints.  Discover techniques to cultivate and maintain special customer relationships. Program Objectives Program Objectives (1 of 2)

3. Page 3 www.ReadySetPresent.com Program Objectives Program Objectives (2 of 2)  Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.  Identify specific problems in your customer service program and apply treatment.

4. Page 4 www.ReadySetPresent.com A Challenge Please write a One Sentence Definition of CUSTOMER SERVICE.

5. Page 5 www.ReadySetPresent.com Questions On Being A Customer s Why do you need customer service? s Was the service provided over the phone or in person? s How did the customer service representative respond to your request, inquiry or problem? s If you felt the service was excellent, describe what made it so good. s If you felt the service was exceptionally poor, describe what made it that way.

6. Page 6 www.ReadySetPresent.com Do You Know Why They Leave?  1% die.  3% move away.  5% develop other relationships.  9% leave for competitive reasons.  14% are dissatisfied with product or service.  68% leave because of rude or discourteous service.

7. Page 7 www.ReadySetPresent.com Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity. Competencies Competencies (1 of 2)

8. Page 8 www.ReadySetPresent.com Competencies Competencies (2 of 2) Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards.

9. Page 9 www.ReadySetPresent.com Excuses Excuses  List five to eight excuses you hear customer service representatives give for offering indifferent or poor customer service.  Think of one of more ways to counter each excuse.

10. Page 10 www.ReadySetPresent.com Common Excuses For Service Lapses: Common Excuses (1 of 2) For Service Lapses:  I don't have enough time.  I don't get paid to be nice. I am measured by my productivity and accuracy.  How can we do a good job if the computer is always down?  Every customer is totally bonkers today.

11. Page 11 www.ReadySetPresent.com  I can't deal with people who do not show me respect.  How can we do a good job if the other departments do not provide the back-up we need?  I am having a bad day.  People are basically stupid.  I am always too busy. Common Excuses For Service Lapses: Common Excuses (2 of 2) For Service Lapses:

12. Page 12 www.ReadySetPresent.com The Customer Wants You To 8... Invite me back. 8... Listen to me. 8... Value me. 8... Greet me. 8... Help me.