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The_10_Golden_Rules_of_Customer_Service-2 презентация
Содержание
- 1. The_10_Golden_Rules_of_Customer_Service-2
- 2. CONTENT Introduction. Who are the customers? Skills
- 3. Introduction WHO ARE THE CUSTOMERS? Customers are
- 4. SKILLS FOR CUSTOMER SERVICE KNOW ABOUT YOUR
- 5. 2. KEYS TO EXCELLENT CUSTOMER SERVICE
- 6. BE A GREAT LISTENER
- 7. THE CUSTOMER IS ALWAYS RIGHT It is
- 8. EFFECTIVE COMMUNICATION SKILLS EFFECTIVE COMMUNICATION SKILLS
- 9. ANTICIPATE NEEDS KNOW YOUR CUSTOMERS IDENTIFY TRENDS
- 10. GET REGULAR FEEDBACK ENCOURAGE
- 11. HELP CUSTOMERS UNDERSTAND YOUR SYSTEMS
- 13. KNOW HOW TO APOLOGIZE THE CUSTOMER
- 14. APPRECIATE THE POWER OF “YES” ALWAYS LOOK
- 15. CUSTOMER SERVICE IS A HIGHLY IMPORTANT PART
CONTENT Introduction. Who are the customers? Skills for Customer Service Keys to Excellent Customer Service Great listener Effective communication skills Customers are very sensitive Anticipate needs Get regular feedback Help customers
Слайд 2CONTENT
Introduction. Who are the customers?
Skills for Customer Service
Keys to Excellent Customer
Service
Great listener
Effective communication skills
Customers are very sensitive
Anticipate needs
Get regular feedback
Help customers understand your systems
Give more than expected
Know how to apologize
Conclusion
Great listener
Effective communication skills
Customers are very sensitive
Anticipate needs
Get regular feedback
Help customers understand your systems
Give more than expected
Know how to apologize
Conclusion
Слайд 3Introduction
WHO ARE THE CUSTOMERS?
Customers are people who need your assistance. They
are not an interruption to your job, they are the reason you have a job
Internal Customer
External Customer
Слайд 4SKILLS FOR CUSTOMER SERVICE
KNOW ABOUT YOUR ORGANISATION
LEARN THE TECHNICAL PARTS
OF THE JOB
COMMUNICATE WELL
BE CONSISTENT
BE ORGANISED
KNOW YOUR PLACE IN THE TEAM AND BE A TEAM PLAYER
COMMUNICATE WELL
BE CONSISTENT
BE ORGANISED
KNOW YOUR PLACE IN THE TEAM AND BE A TEAM PLAYER
Слайд 7THE CUSTOMER IS ALWAYS RIGHT
It is a motto or slogan which
exhorts service staff to give a high priority to customer satisfaction.
Слайд 8EFFECTIVE COMMUNICATION SKILLS
EFFECTIVE COMMUNICATION SKILLS
Eye contact & visible mouth
Body language
Some questions
Encouragement silence to continue
Smiling face
Summarising what has been said
Checking for understanding
Слайд 9ANTICIPATE NEEDS
KNOW YOUR CUSTOMERS
IDENTIFY TRENDS AND CREATE A PLAN AROUND THEM
THINK
LIKE A CUSTOMER
Слайд 13KNOW HOW TO APOLOGIZE
THE CUSTOMER MAY NOT ALWAYS BE RIGHT, BUT
THE CUSTOMER MUST ALWAYS WIN
Слайд 14APPRECIATE THE POWER OF “YES”
ALWAYS LOOK FOR WAYS TO HELP YOUR
CUSTOMERS.
WHEN THEY HAVE A REQUEST TELL THEM THAT YOU CAN DO IT.
WHEN THEY HAVE A REQUEST TELL THEM THAT YOU CAN DO IT.
Слайд 15CUSTOMER SERVICE IS A HIGHLY IMPORTANT PART OF EVERY BUSINESS
4. Conclusion
MAKE
IT YOUR PRIORITY
BE AWARE
