Quality Customer Service

Contents ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is Customer Service? ,[object Object],[object Object],[object Object]

Who is the Customer? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Why is Customer Service Important? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Why is Customer Service Important? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What’s it got to do with Me? ,[object Object],[object Object],[object Object],[object Object]

THE CUSTOMER IS THE MOST IMPORTANT PERSON MAKE HIM OR HER FEEL SPECIAL

The Customer ,[object Object],[object Object],[object Object],[object Object]

LEAVE THE EGO IN THE CAR-PARK! The Customer doesn’t want to know!

What does the Customer Want? ,[object Object]

How do I make the Customer feel special? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Building Rapport ,[object Object],[object Object],[object Object],[object Object],[object Object]

DON’T ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What the customer really really wants! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Never Assume! ,[object Object],[object Object],[object Object],[object Object],[object Object]

Listening ,[object Object],[object Object]

To help you listen better ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

FIRST IMPRESSIONS ,[object Object],[object Object]

People want to know about how much you care…before they care how much you know

Use your Customer Service Tools to create a good First Impression ,[object Object],[object Object],[object Object],[object Object]

Make the first 15 seconds count ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Don’t forget your working environment also can make a good impression Customers often believe that sloppiness in one area of an organisation can mean a general carelessness in all areas.

Make sure desk is tidy and welcoming ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

And how our customers have described us... ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Care Prayer Lord, I beg you, give me strength With certain customers who talk at length. Give me patience and the common sense To listen while the customer vents. Let me feel what they go through So I can see their point of view. Guide my words so what I say Reaches them in a courteous way ( continued on next slide)

Customer Care Prayer |Open my ears that I may be led To hear the message left unsaid. Show me ways to build rapport, And always try to offer more. Make me always show respect, And far exceed what they expect. (Continued on next slide)

Customer Care Prayer Remind me that service is but part of my role; Customer care is the primary goal. Help me always live this prayer To prove to them I really care. And at day’s end, let me look back with pride Knowing I kept every customer satisfied.

Quality Customer Service

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Quality Customer Service