淡蓝色授课讲义模板.ppt

Program Objectives (1 of 2) 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 (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. A Challenge Please write a One Sentence Definition of CUSTOMER SERVICE. 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. 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. Competencies (1 of 2) Communication. Customer Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity. Competencies (2 of 2) 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. Common Excuses (1 of 2) For Service Lapses: I dont have enough time. I dont 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. Common Excuses (2 of 2) For Service Lapses: I cant 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.