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com

Powerpoint is a registered product of Microsoft. Graphics: Masterclips IMSI; Art Explosion Nova Development; Corel

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Program Objectives (1 of 2)
Learn to identify and analyze

customer needs and problems.

for customer complaints.

Recognize the most common reasons Discover techniques to cultivate and

maintain special customer relationships.

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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. customer service program and apply treatment.

Identify specific problems in your

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A Challenge
Please write a One Sentence Definition of

CUSTOMER SERVICE.

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Questions On Being A Customer

Why do you need customer service?

Was the service provided over the phone or in person?

How did the customer service representative respond to your request, inquiry or problem? If you felt the service was excellent, describe what made it so good. If you felt the service was exceptionally poor, describe what made it that way.
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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.

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Competencies (1 of 2)
Communication. Customer Sensitivity.

Decisiveness.
Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.
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Competencies (2 of 2)
Job Knowledge. Judgment.

Motivation To Serve.
Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards.
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Excuses Excuses
List five to eight excuses you hear

customer service representatives give for offering indifferent or poor customer service. counter each excuse.

Think of one of more ways to

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Common Excuses For Service Lapses:

I don't have enough time. I don't get paid to be nice. I am

(1 of 2)

measured by my productivity and accuracy.

How can we do a good job if Every customer is totally

the computer is always down?

bonkers today.

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Common Excuses For Service Lapses:

show me respect.

(2 of 2)

I can't deal with people who do not 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.
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The Customer Wants You To

. . . Greet me.
. . . Value me. . . . Help me. . . . Listen to me. . . . Invite me back.
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