SlideShare une entreprise Scribd logo
1  sur  17
Télécharger pour lire hors ligne
Customer Service with
Conference Services
Xanth El-Sayed
“Customer service is an opportunity to exceed your
customer’s expectations”
WHAT IS CUSTOMER SERVICE?
–John Jantsch,
President at Duct Tape Marketing
 FULLY ENGAGED CUSTOMERS are emotionally attached and rationally loyal.
They’ll go out of their way to locate a favored product or service, and they won’t accept
substitutes. True brand ambassadors, they are a company’s most valuable and profitable
customers.
 INDIFFERENT CUSTOMERS are emotionally and rationally neutral. They have a
take-it-or-leave-it attitude toward a company’s product or service.
 ACTIVELY DISENGAGED CUSTOMERS are emotionally detached from a
company and its products or services. They will readily switch brands. If switching is
difficult or impossible, they may become virulently antagonistic toward the company.
Either way, they are always eager to tell others exactly how they feel.
THE THREE TYPES OF CUSTOMERS
Happy Customers Tell 2-3 people
Unhappy Customers Tell 10-15 people
Mass Media Giants
➤Facebook
➤Twitter
➤Youtube
https://soundcloud.com/ryan-block-10/comcastic-
service
HAPPY CUSTOMERS & MASS MEDIA
WHAT SHOULD (OR SHOULDN’T) HAVE HAPPENED?
HAPPY CUSTOMERS & MASS MEDIA
Conferees – in person, over the phone, around campus.
Extended Conference Staff
Prospective students and parents.
Employees & Faculty of the university.
As a Guest Service Representative everyone is our guest.
➤ Uniform represents the university
TO WHOM DO WE PROVIDE SERVICE?
WHERE ARE OUR
CUSTOMER SERVICE OPPORTUNITIES?
As employees of Conference Services, and ambassadors of
UCSB, we will treat everyone just as we wish to be treated by
providing excellent customer service embodying:
 a welcoming, friendly, and professional environment;
 our full attention and a sense of importance;
 competence, thorough handling, and follow-up;
 and a sincere “smile.”
OUR CUSTOMER SERVICE PHILOSOPHY
Provide the very best experience possible to our conferees.
Assist guests with all questions and needs.
Be informed.
Anticipate needs.
Never talk ill of the organization.
Make every effort to ensure no guest leaves unhappy.
Share information and help your team.
Bring any challenges to your supervisor.
CUSTOMER SERVICE EXPECTATIONS
Smile – Most important tip
20-10 Rule
Focus on our guests – Minimize Socializing
Make eye contact when speaking to conferees.
Be patient, listen, repeat – let the conferee know you
understand.
Be aware of your body language. (If you have time to lean you have time to clean)
Remember our conferees expect a pleasant and professional
experience, so choose your attitude.
TIPS TO MEET EXPECTATIONS
Is it a choice?
➤Do our guests care if you didn’t sleep enough?
➤Do they care if you were running late?
➤Do they care that you are tired because you had
company over late, had trouble sleeping?
You must be aware of what and how you say things
to our guests.
ATTITUDE
“I don’t know” is not an acceptable answer.
Resources
➤ Desk Computer
➤ Other GSR/FSOs and Returning GSR/FSOs
➤ Conference Summaries (BEOs)
➤Conference Services Desk Manuel
➤ Managers and Conference Staff
UNSURE OF THE ANSWER?
 4 Keys to Customer Service
➤ Service: Make serving others your top priority
➤ Attitude: You're in show business so play the part
➤ Consistency: Set high standards and stick to them
➤ Team Work: Look for ways to make each other look good.
TOOLS FOR GREAT CUSTOMER SERVICE
TOOLS FOR GREAT CUSTOMER SERVICE
 L. A. S. T.
➤ Listen
➤ Apologize
➤ Solve
➤ Thank
DEGREES TO EXPRESS APOLOGY
 5 R’s
➤ Regret
➤ Responsibility
➤ Restitution
➤ Repent
➤ Request Forgiveness
 What to do if you receive a complaint?
➤ Use your Customer Service Tools (L.A.S.T. & 5Rs)
➤ Be empathetic – place yourself in their shoes
➤ Take ownership of the problem
➤Give them options to resolve problems – We trust YOU
 Who can help you with solutions?
➤ FSM/GSMs
➤ Conference Service Staff
GUEST RECOVERY
QUESTIONS?

Contenu connexe

Tendances

Impressions- Customer Service Skills- April 2013
Impressions- Customer Service Skills- April 2013Impressions- Customer Service Skills- April 2013
Impressions- Customer Service Skills- April 2013Richard Garrity
 
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and RestaurantsBam Ramirez
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service TrainingKate Zabriskie
 
Customer service excellence
Customer service excellenceCustomer service excellence
Customer service excellenceReza Rahman
 
Delivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactionsDelivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactionsDr. John V. Padua
 
Training For Customer Service And Team Building
Training For Customer Service And Team BuildingTraining For Customer Service And Team Building
Training For Customer Service And Team BuildingMostafa Ewees
 
Customer Service PowerPoint
Customer Service PowerPointCustomer Service PowerPoint
Customer Service PowerPointHCarlJones
 
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving  Effective Customer Service Training by CustomerServ...Delivering and Improving  Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...Atlantic Training, LLC.
 
Customer service the basics
Customer service    the basicsCustomer service    the basics
Customer service the basicsWillie Johnson
 
Customer Care
Customer CareCustomer Care
Customer CareaJerry4u
 
Golf Course Customer Service Training
Golf Course Customer Service TrainingGolf Course Customer Service Training
Golf Course Customer Service TrainingMark Thompson
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101Clay Staires
 
Customer Care
Customer CareCustomer Care
Customer Caresdettc
 

Tendances (20)

Impressions- Customer Service Skills- April 2013
Impressions- Customer Service Skills- April 2013Impressions- Customer Service Skills- April 2013
Impressions- Customer Service Skills- April 2013
 
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
10 DO's and DON'Ts in Customer Service for Hotels and Restaurants
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service Training
 
Customer service excellence
Customer service excellenceCustomer service excellence
Customer service excellence
 
Delivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactionsDelivering an excellent customer service experience via one on-one interactions
Delivering an excellent customer service experience via one on-one interactions
 
Training For Customer Service And Team Building
Training For Customer Service And Team BuildingTraining For Customer Service And Team Building
Training For Customer Service And Team Building
 
Customer Service PowerPoint
Customer Service PowerPointCustomer Service PowerPoint
Customer Service PowerPoint
 
Library Customer Service Training
Library Customer Service TrainingLibrary Customer Service Training
Library Customer Service Training
 
FINISHED RESUME
FINISHED RESUMEFINISHED RESUME
FINISHED RESUME
 
This program
This programThis program
This program
 
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving  Effective Customer Service Training by CustomerServ...Delivering and Improving  Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...
 
Customer service the basics
Customer service    the basicsCustomer service    the basics
Customer service the basics
 
Customer Care
Customer CareCustomer Care
Customer Care
 
Golf Course Customer Service Training
Golf Course Customer Service TrainingGolf Course Customer Service Training
Golf Course Customer Service Training
 
Customer Service 101
Customer Service 101Customer Service 101
Customer Service 101
 
About Good Customer Service
About Good Customer ServiceAbout Good Customer Service
About Good Customer Service
 
Customer Care
Customer CareCustomer Care
Customer Care
 
Customer services mindset
Customer services mindsetCustomer services mindset
Customer services mindset
 
Level 1: Customer Service Training Module: Going the Extra Mile
Level 1: Customer Service Training Module: Going the Extra MileLevel 1: Customer Service Training Module: Going the Extra Mile
Level 1: Customer Service Training Module: Going the Extra Mile
 
Customer Care
Customer CareCustomer Care
Customer Care
 

En vedette

Deborah Georges_Resume_January_2017
Deborah Georges_Resume_January_2017Deborah Georges_Resume_January_2017
Deborah Georges_Resume_January_2017Deborah Georges
 
CEI-56G - Signal Integrity to the Forefront
CEI-56G - Signal Integrity to the ForefrontCEI-56G - Signal Integrity to the Forefront
CEI-56G - Signal Integrity to the ForefrontDeborah Porchivina
 
TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust?
TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust? TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust?
TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust? Maksim Izmaylov
 
TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards.
TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards. TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards.
TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards. Maksim Izmaylov
 
Combating the enemy within – an elegant mathematical approach to insider thre...
Combating the enemy within – an elegant mathematical approach to insider thre...Combating the enemy within – an elegant mathematical approach to insider thre...
Combating the enemy within – an elegant mathematical approach to insider thre...Martin Ruubel
 
Rakuten’s Journey with Splunk - Evolution of Splunk as a Service
Rakuten’s Journey with Splunk - Evolution of Splunk as a ServiceRakuten’s Journey with Splunk - Evolution of Splunk as a Service
Rakuten’s Journey with Splunk - Evolution of Splunk as a ServiceRakuten Group, Inc.
 
Divya Jyothi Resume
Divya Jyothi ResumeDivya Jyothi Resume
Divya Jyothi Resumedivya jyothi
 
OIF on 400G for Next Gen Optical Networks Conference
OIF on 400G for Next Gen Optical Networks ConferenceOIF on 400G for Next Gen Optical Networks Conference
OIF on 400G for Next Gen Optical Networks ConferenceDeborah Porchivina
 
スターバックスのブランドイメージについて
スターバックスのブランドイメージについてスターバックスのブランドイメージについて
スターバックスのブランドイメージについて内田 啓太郎
 
コボラーがPython始めてみた話
コボラーがPython始めてみた話コボラーがPython始めてみた話
コボラーがPython始めてみた話Yuuki Nakajima
 
Shyam_Resume_Test_Lead_Accenture_Services
Shyam_Resume_Test_Lead_Accenture_ServicesShyam_Resume_Test_Lead_Accenture_Services
Shyam_Resume_Test_Lead_Accenture_Servicesshyam sundar
 
Cleft sentences
Cleft sentencesCleft sentences
Cleft sentencesSara
 

En vedette (17)

Etim
EtimEtim
Etim
 
Deborah Georges_Resume_January_2017
Deborah Georges_Resume_January_2017Deborah Georges_Resume_January_2017
Deborah Georges_Resume_January_2017
 
CEI-56G - Signal Integrity to the Forefront
CEI-56G - Signal Integrity to the ForefrontCEI-56G - Signal Integrity to the Forefront
CEI-56G - Signal Integrity to the Forefront
 
TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust?
TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust? TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust?
TTC16: Mohammad Gaber - Travel, Massive Innovation or Bust?
 
TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards.
TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards. TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards.
TTC16: Maksim Izmaylov - To Infinity and Beyond. With Standards.
 
Combating the enemy within – an elegant mathematical approach to insider thre...
Combating the enemy within – an elegant mathematical approach to insider thre...Combating the enemy within – an elegant mathematical approach to insider thre...
Combating the enemy within – an elegant mathematical approach to insider thre...
 
楽天がHadoopを使う理由
楽天がHadoopを使う理由楽天がHadoopを使う理由
楽天がHadoopを使う理由
 
Rakuten’s Journey with Splunk - Evolution of Splunk as a Service
Rakuten’s Journey with Splunk - Evolution of Splunk as a ServiceRakuten’s Journey with Splunk - Evolution of Splunk as a Service
Rakuten’s Journey with Splunk - Evolution of Splunk as a Service
 
Divya Jyothi Resume
Divya Jyothi ResumeDivya Jyothi Resume
Divya Jyothi Resume
 
OIF on 400G for Next Gen Optical Networks Conference
OIF on 400G for Next Gen Optical Networks ConferenceOIF on 400G for Next Gen Optical Networks Conference
OIF on 400G for Next Gen Optical Networks Conference
 
スターバックスのブランドイメージについて
スターバックスのブランドイメージについてスターバックスのブランドイメージについて
スターバックスのブランドイメージについて
 
S06 t0 orientation
S06 t0 orientationS06 t0 orientation
S06 t0 orientation
 
コボラーがPython始めてみた話
コボラーがPython始めてみた話コボラーがPython始めてみた話
コボラーがPython始めてみた話
 
Shyam_Resume_Test_Lead_Accenture_Services
Shyam_Resume_Test_Lead_Accenture_ServicesShyam_Resume_Test_Lead_Accenture_Services
Shyam_Resume_Test_Lead_Accenture_Services
 
営業の感性
営業の感性営業の感性
営業の感性
 
S05_T0_orientation
S05_T0_orientationS05_T0_orientation
S05_T0_orientation
 
Cleft sentences
Cleft sentencesCleft sentences
Cleft sentences
 

Similaire à Customer Service Presentation

Customer Service Training Plan
Customer Service Training PlanCustomer Service Training Plan
Customer Service Training PlanMara Rodas
 
Day One Quality Customer Care
Day One Quality Customer CareDay One Quality Customer Care
Day One Quality Customer Caresunil8888
 
The Art of Intentional Customer Service.ppt
The Art of Intentional Customer Service.pptThe Art of Intentional Customer Service.ppt
The Art of Intentional Customer Service.pptsubramanianS62
 
Serving with cheer and empathy pccld staff day
Serving with cheer and empathy  pccld staff dayServing with cheer and empathy  pccld staff day
Serving with cheer and empathy pccld staff dayKayci Barnett
 
orientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.pptorientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.pptjasvin2
 
orientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.pptorientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.pptjasvin2
 
orientation_AIDET_weuhtyredghRev0614.ppt
orientation_AIDET_weuhtyredghRev0614.pptorientation_AIDET_weuhtyredghRev0614.ppt
orientation_AIDET_weuhtyredghRev0614.pptTuhinaRaj
 
LDQ- Training material- Handout- Customer service- Delight customers.ppt
LDQ- Training material- Handout- Customer service- Delight customers.pptLDQ- Training material- Handout- Customer service- Delight customers.ppt
LDQ- Training material- Handout- Customer service- Delight customers.pptnguyenanvuong2007
 
Mastering the Mindset of World Class Service in Your Medical Practice
Mastering the Mindset of World Class Service in Your Medical PracticeMastering the Mindset of World Class Service in Your Medical Practice
Mastering the Mindset of World Class Service in Your Medical PracticePeggy Wynne Borgman
 
Customer Service Secrets of a Goob
Customer Service Secrets of a GoobCustomer Service Secrets of a Goob
Customer Service Secrets of a GoobWarren Bird
 
Customer Relations and Retention in the business of Photography
Customer Relations and Retention in the business of PhotographyCustomer Relations and Retention in the business of Photography
Customer Relations and Retention in the business of PhotographyChibuzor Okonkwo
 
Chapter 9 report in tqm
Chapter 9 report in tqmChapter 9 report in tqm
Chapter 9 report in tqmRoger Alair
 
Company Quarterly Newsletter
Company Quarterly NewsletterCompany Quarterly Newsletter
Company Quarterly Newsletterkfernanders
 
Customer service-presentation
Customer service-presentationCustomer service-presentation
Customer service-presentationRowdy Mauch
 

Similaire à Customer Service Presentation (20)

Customer Service Training Plan
Customer Service Training PlanCustomer Service Training Plan
Customer Service Training Plan
 
Day One Quality Customer Care
Day One Quality Customer CareDay One Quality Customer Care
Day One Quality Customer Care
 
The Art of Intentional Customer Service.ppt
The Art of Intentional Customer Service.pptThe Art of Intentional Customer Service.ppt
The Art of Intentional Customer Service.ppt
 
Please Every Customer
Please Every CustomerPlease Every Customer
Please Every Customer
 
Serving with cheer and empathy pccld staff day
Serving with cheer and empathy  pccld staff dayServing with cheer and empathy  pccld staff day
Serving with cheer and empathy pccld staff day
 
orientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.pptorientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.ppt
 
orientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.pptorientation_AIDET_Rev0614.ppt
orientation_AIDET_Rev0614.ppt
 
orientation_AIDET_weuhtyredghRev0614.ppt
orientation_AIDET_weuhtyredghRev0614.pptorientation_AIDET_weuhtyredghRev0614.ppt
orientation_AIDET_weuhtyredghRev0614.ppt
 
LDQ- Training material- Handout- Customer service- Delight customers.ppt
LDQ- Training material- Handout- Customer service- Delight customers.pptLDQ- Training material- Handout- Customer service- Delight customers.ppt
LDQ- Training material- Handout- Customer service- Delight customers.ppt
 
Sanmit (Customer Service)
Sanmit (Customer Service)Sanmit (Customer Service)
Sanmit (Customer Service)
 
Sanmit (Customer Service)
Sanmit (Customer Service)Sanmit (Customer Service)
Sanmit (Customer Service)
 
Customer Service
Customer ServiceCustomer Service
Customer Service
 
Mastering the Mindset of World Class Service in Your Medical Practice
Mastering the Mindset of World Class Service in Your Medical PracticeMastering the Mindset of World Class Service in Your Medical Practice
Mastering the Mindset of World Class Service in Your Medical Practice
 
Customer Service Secrets of a Goob
Customer Service Secrets of a GoobCustomer Service Secrets of a Goob
Customer Service Secrets of a Goob
 
Customer Relations and Retention in the business of Photography
Customer Relations and Retention in the business of PhotographyCustomer Relations and Retention in the business of Photography
Customer Relations and Retention in the business of Photography
 
Chapter 9 report in tqm
Chapter 9 report in tqmChapter 9 report in tqm
Chapter 9 report in tqm
 
Company Quarterly Newsletter
Company Quarterly NewsletterCompany Quarterly Newsletter
Company Quarterly Newsletter
 
Customer Service Training by NHS
Customer Service Training by NHSCustomer Service Training by NHS
Customer Service Training by NHS
 
Customer services
Customer servicesCustomer services
Customer services
 
Customer service-presentation
Customer service-presentationCustomer service-presentation
Customer service-presentation
 

Customer Service Presentation

  • 1. Customer Service with Conference Services Xanth El-Sayed
  • 2. “Customer service is an opportunity to exceed your customer’s expectations” WHAT IS CUSTOMER SERVICE? –John Jantsch, President at Duct Tape Marketing
  • 3.  FULLY ENGAGED CUSTOMERS are emotionally attached and rationally loyal. They’ll go out of their way to locate a favored product or service, and they won’t accept substitutes. True brand ambassadors, they are a company’s most valuable and profitable customers.  INDIFFERENT CUSTOMERS are emotionally and rationally neutral. They have a take-it-or-leave-it attitude toward a company’s product or service.  ACTIVELY DISENGAGED CUSTOMERS are emotionally detached from a company and its products or services. They will readily switch brands. If switching is difficult or impossible, they may become virulently antagonistic toward the company. Either way, they are always eager to tell others exactly how they feel. THE THREE TYPES OF CUSTOMERS
  • 4. Happy Customers Tell 2-3 people Unhappy Customers Tell 10-15 people Mass Media Giants ➤Facebook ➤Twitter ➤Youtube https://soundcloud.com/ryan-block-10/comcastic- service HAPPY CUSTOMERS & MASS MEDIA
  • 5. WHAT SHOULD (OR SHOULDN’T) HAVE HAPPENED? HAPPY CUSTOMERS & MASS MEDIA
  • 6. Conferees – in person, over the phone, around campus. Extended Conference Staff Prospective students and parents. Employees & Faculty of the university. As a Guest Service Representative everyone is our guest. ➤ Uniform represents the university TO WHOM DO WE PROVIDE SERVICE?
  • 7. WHERE ARE OUR CUSTOMER SERVICE OPPORTUNITIES?
  • 8. As employees of Conference Services, and ambassadors of UCSB, we will treat everyone just as we wish to be treated by providing excellent customer service embodying:  a welcoming, friendly, and professional environment;  our full attention and a sense of importance;  competence, thorough handling, and follow-up;  and a sincere “smile.” OUR CUSTOMER SERVICE PHILOSOPHY
  • 9. Provide the very best experience possible to our conferees. Assist guests with all questions and needs. Be informed. Anticipate needs. Never talk ill of the organization. Make every effort to ensure no guest leaves unhappy. Share information and help your team. Bring any challenges to your supervisor. CUSTOMER SERVICE EXPECTATIONS
  • 10. Smile – Most important tip 20-10 Rule Focus on our guests – Minimize Socializing Make eye contact when speaking to conferees. Be patient, listen, repeat – let the conferee know you understand. Be aware of your body language. (If you have time to lean you have time to clean) Remember our conferees expect a pleasant and professional experience, so choose your attitude. TIPS TO MEET EXPECTATIONS
  • 11. Is it a choice? ➤Do our guests care if you didn’t sleep enough? ➤Do they care if you were running late? ➤Do they care that you are tired because you had company over late, had trouble sleeping? You must be aware of what and how you say things to our guests. ATTITUDE
  • 12. “I don’t know” is not an acceptable answer. Resources ➤ Desk Computer ➤ Other GSR/FSOs and Returning GSR/FSOs ➤ Conference Summaries (BEOs) ➤Conference Services Desk Manuel ➤ Managers and Conference Staff UNSURE OF THE ANSWER?
  • 13.  4 Keys to Customer Service ➤ Service: Make serving others your top priority ➤ Attitude: You're in show business so play the part ➤ Consistency: Set high standards and stick to them ➤ Team Work: Look for ways to make each other look good. TOOLS FOR GREAT CUSTOMER SERVICE
  • 14. TOOLS FOR GREAT CUSTOMER SERVICE  L. A. S. T. ➤ Listen ➤ Apologize ➤ Solve ➤ Thank
  • 15. DEGREES TO EXPRESS APOLOGY  5 R’s ➤ Regret ➤ Responsibility ➤ Restitution ➤ Repent ➤ Request Forgiveness
  • 16.  What to do if you receive a complaint? ➤ Use your Customer Service Tools (L.A.S.T. & 5Rs) ➤ Be empathetic – place yourself in their shoes ➤ Take ownership of the problem ➤Give them options to resolve problems – We trust YOU  Who can help you with solutions? ➤ FSM/GSMs ➤ Conference Service Staff GUEST RECOVERY