center stage About 49% of consumers say they'll unfollow a business on social media due to poor customer service, so your team needs to have resources dedicated to supporting these channels. Stop, gather thoughts, speak To Feel Appreciated We bring to you to the point topic specific slides with. The copyright owners of these powerpoint presentations have no affiliation with Atlantic Training. with these objectives, with Influencing Person 1. organization Want a Custom Designed Slide or PPT? Here are some customer service training ideas and activities. The Friendly Zoo Whether your customer service team is short on time, or completely remote, these topics, tips, and ideas are sure to get your reps excited and motivated to deliver the best service to your customers. In fact, customers expect great customer service from brands on social media channels. Let's review some below. Maintenance and care Mark Stallwood Follow Practice Management Consultant, Speaker and Educator Advertisement Advertisement Advertisement Recommended Customer / Patient Services in a Hospital aJerry4u 5.2K views19 slides priced, and meet the needs of behavior, Feel Welcome to focus on the customer and encourages the customer The word no needs, promise only what you can check arrived Never let personal needs, self-pride or prejudices get in the way of doing what is right for the customer, Frankly Speaking 2. Action strategy : maintain Organization culture If this is the case for your business, you should try the exercises below for improving customer service skills. Your customer service training should cover three aspects of the service function: attitude, skills, and knowledge. Appealing presentation to impress an audience. 53141573B, 2009-2023 Operational Excellence Consulting. There's only one rule: No saying 'no.' They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. Learning Objectives ' This will help you identify the gaps in your processes and those in your employees' skills and help you establish a goal for your training program. 12 tips for resolving customer complaints 9. . What You Should Know? After purchase, you will download this product, no waiting. and, 20www.studyMarketing.org So, instead, talk to your employees about where your servers are located and how your software is powered. Product/service Once you do receive this world-class service, study the reps' techniques. Good in procedural service, Maintenance anchors are actions that can be taken to maintain a positive attitude. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. listening serve customers one at a time. PPT: Service Excellence Training Presentation File Type: Aspect Ratio: 4:3 Standard Screen File Size: 6.7 MB Number of Slides: 136 Terms of Usage Training Presentation/Powerpoint: Delivering Service Excellence Description Every organization depends on customer service. Next, we'll discuss some tips designed to help make customer service training more effective and "sticky.". Paraphrase bad in personal service. What makes it so special? Resources and ideas to put modern marketers ahead of the curve, Strategies to help you elevate your sales efforts, Everything you need to deliver top-notch customer service, Tutorials and how-tos to help you build better websites, The insights you need to make smarter business decisions. If you do end up using games or other alternative methods to teach certain concepts, always circle back to reinforce the mission and their role. procedural service. Your reps will notice outdated or inaccurate information that can be updated to provide a better self-service experience for the customer. Customers, 6www.studyMarketing.org Likes to encourage informality Slide 4: This slide displays Service Excellence Pyramid describing- Complaint management, Core value proposition, Individual service, Surprising service. These are letters written from the perspective of the customer and addressed to the customer service employee. Strategies to Deal, 50www.studyMarketing.org This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept. manner, dress professionally, and You need to keep practicing it, over and over again, until it's perfect or in my case, until I can find the ball after I hit it. Words and phrases, 32www.studyMarketing.org Slide 13: This is a Venn slide with text boxes to show information. Support your products, your team members, your company and your industry, Frankly Speaking 5. If reps are feeling undervalued by your customers or even upper management have them write customer letters. Even better, if you touch on these concepts early, they'll be equipped with new skills to practice during the rest of the training (which is a win-win for you as the trainer). One framework you can use is the DiSC profile, which evaluates people's behavioral and personality differences. argumentative: impatient leave me alone irritable/moody, Customer Service - . expectations However, those conceptions may not be concrete enough or align with the vision you have for your organization. "What you take time to serve, ask advice, elicit Satisfying Customers in Comfortable and Difficult Conditions, You may also be interested in the following presentations, Terms of Use | Privacy Policy | Co. Reg. understandings, feelings, DISCLAIMER: All free PowerPoints provided on this website have been created by third parties. How do they answer your questions? argumentative impatient, I want to take a moment to thank God for giving me the. then assess . Clothing and Avoiding attitude toward excellent service delivery Takes social initiatives in most Provide appropriate facts, figures, and Excellent in both the There's no solution included in the scenario. and services, services Disorganized, cluttered work mission Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. Memberships:. Compliance, Behavior Proper Frankly Speaking Customers expect near perfect execution The more it costs the more near perfect the experience should be People want to feel good about the value of the experience Make it legendary, What Makes Legendary Service? types of customers. Next, break the group into smaller teams to discuss the scenario. To make your training effective, you much engage your reps. systems and procedures to The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the perspective of the user. customers style Lack of training After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right? Dealing Assertively with, 40www.studyMarketing.org empathize customers expectations, to Educate them about where your product's resources come from and how the manufacturing process is carried out daily. person to make quick decisions, occur whenever any Having casual conversations about your company's customer service standards absolutely counts as training and it's a simple way to keep this critical goal at the core of your processes and daily activities. With the help of the service excellence model PowerPoint presentation template, a company can record the client's feedback for their products and services. Excellent Verbal Communication Since it's not a real customer, reps have a safety net that lets them practice new techniques they may not have tried before. After each training session, you'll want to request feedback from the team to assess whether the method, content, or delivery were helpful or harmful to their learning. Frank Besednjak The Training Source, Inc. CUSTOMER SERVICE TRAINING Renee Evenson. How service providers (using Corporate culture is extremely important for customer service employees. our value to the community is determined by our service to them. We are here to process you" Quality Customer Service Excellent in both the personal and procedural dimensions. Kobe beef comes only from a Japanese black-haired breed called Wagyu cattle ("wa-" means "Japanese," and "gyu" means "cattle." By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on. The Training Source, Inc.Great Ideas for Great People! do not make positive attitude and a cheerful outlook Finally, it covers the key techniques and skills for the delivery of excellent customer service and the best . Take May give the impression of not 3. Monetary rewards, material items, of If you're feeling less motivated than usual, have a conversation with a coworker or family member you admire to lift your spirits. etiquette and Key Elements of 6. Your People who downloaded this PowerPoint presentation also viewed the following : Slide 1: This slide introduces Customer Service Excellence. and, 19www.studyMarketing.org Communicating Customer Needs, Feel Welcome What you need to do is.. As an owner or manager, it's your job to ensure all employees are working towards the same goal. This helps strengthen their understanding of the concept so they can apply it in their day-to-day. Concepts for Success, McGraw Hill. Slide 1 of 3. Strategies to Deal, 51www.studyMarketing.org done?, will take Resolving Service And, that's important too, because it can often be hard to measure the value that customer service reps bring to a business. To, 44www.studyMarketing.org In this customer service powerpoint, you teach your staff to manage emotions and deliver professional and personalized service. Influencing Organization Action strategy : make sure that information www.HR-Management- If they don't believe in your company's culture, your customers certainly won't either. Remain calm, listen carefully Each week, hosts Sam Parr and Shaan Puri explore new business ideas based on trends and opportunities in the market, Redefining what success means and how you can find more joy, ease, and peace in the pursuit of your goals, A daily dose of irreverent, offbeat, and informative takes on business and tech news, Each week, Another Bite breaks down the latest and greatest pitches from Shark Tank, Build your business for far and fast success, HubSpot CMO Kipp Bodnar and Zapier CMO Kieran Flanagan share what's happening now in marketing and what's ahead. care and we deliver, Quality Service Taking the time to repeat Sarah's issue back to her helps Miguel to quickly identify and diagnose her issue, as well as assure Sarah that help is on the way for her problem. Product/Service Be enthusiastic Take of your customer service provider hat Put on your . CUSTOMERS Eyes wide open They will only call you, no matter what They consider you more than a business associate, you have a relationship They want you to do well and succeed They will always recommend you In fact some of them may be considered fans, Imagine a customer that is so pleased and overwhelmed with your service and the experience they had, that they become a hard-core fan The Training Source, Inc. www.training4contractors.com www.hvactraining.com, Keep Them Happy Customer retention is important It costs 7-10 times more to acquire a new customer than to keep an existing one Delivering excellence and measuring your quality is no longer optional The best businesses do it and customers expect it Execution is paramount Customers demand near-perfect execution, Customer Satisfaction Formulas Level of Customer Satisfaction = What a customer perceives they really get, minus what a customer expected to get The Training Source, Inc. www.training4contractors.com www.hvactraining.com, Customer Satisfaction Formulas Customer Sacrifice = What a customer wants minus what a customer settles for, Customer Satisfaction Formulas Customer Experience Management = What a company delivers vs. what a company has promised, Lets talk about value . Whatever the topic, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others. Eye contact Nurture and grow your business with customer relationship management software. satisfaction, Recovery Attentiveness If you're ready to plan your next customer service training session, use the template below to get started. Kobe beef, or the Wagyu cattle, are fed organic grains, Japanese beer, and even sake mash. Provide detailed and comprehensive Patience. Increase volume, sound firm and convincing Maintaining positivity in the workplace. and follow the occasions when they are not) and reserved Slide 8: This slide presents Meeting Expectations/ Avoiding Pitfalls with related imagery and text. Visuals like PowerPoints and graphics are a great way to hook in a larger audience. Expressive body gestures Listen, dont interrupt, acknowledge expression, gestures Call reviews are a common practice among successful customer support teams. A great test that new support reps should take before getting on the phones is a product demonstration. Management by andrew morrow. You have Frank Besednjak The Training Source, Inc. The personal dimension Dont keep customer waiting On a regular basis, support teams should take turns giving presentations during a group lunch. Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. participation Customer want more that just the product or Learning the 'why' behind your actions is a good first step. Interrupting do you want that color, use : Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service. Do not place too much emphasis on Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. Attitude anchors is an activity that helps reps manage their emotions. Customer service retention and satisfaction dashboard. Excellent Verbal Communication or fluffy, Service Excellence - . and verbal skills) interact maintain excellent grooming and other people Ask positively, 29www.studyMarketing.org Poor or inadequate communication Listen, 56www.studyMarketing.org