this a small presentation helps with new customer service agents

1. Welcome on board
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2.  Customer service is a series of activities that
designed to enhance the levels of customer
satisfaction and to make sure that a service or
product has met customer expectations.
 Answering customer’s inquiries and solving his
complaints according to company process and
policy.
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3.  Customer service is the first line for any company so that
customer service knowledge is very important.
 Customer service is one of the most important reasons to gain
customers loyalty
 Company’s customer service is one of the competition points
for the company or against it.
 Good customer service bring the company more profits as
good customer service equal a part of the product price .
 Help the customers to know the company process and policy
correctly.
So
It’s not about what you say , It’s about the way you say it
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4.  Knowledgeable .
 friendly.
 helpful.
 Responsible .
 Accurate .
 Complete .
 timely .
 Good listener .
 Positive attitude .
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6.  Appreciate your success .
 Motivate your self.
 Remember positive events .
 Keep your problems away
 Pass your positive attitude to the customer .
 Take care of yourself .
 Believe in your self .
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8.  In this type of communication we can express
our words using some tolls such as
- body language (55%)
-Tone of voice (38%)
- words (7%)
So
it’s easier to communicate face to face as
you have so many tools to express what
you want to say .
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9.  In telephone communication we use only 2
tools to express about our words
- Tone of voice (82%)
- words (18%)
so
it’s mostly about your tone
Then you have to make your customers listen to
your Smile on da phone
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82%
18%
tone of voice words

10.  Use your tone to express your emotion
 Use your words and syllabus to enhance your
message
 Moderate your voice depth to suite your
message
 Indicate the words rate per minute
 You should manage your voice volume
(loud&soft)
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To give a good answer
you have to listen
better
So what is the types of
listening

12.  Ignoring :you don’t listen at all
 Preventive :you act like if you're listening
 Selective :listen to apart and ignore the other
 Attentive : listening with out emotion
 Empathic : get what behind the words
So
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Seek first to understand then
to be understood

13. focus
ReflectSummarize
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To feel
welcome
To feel
appreciated
To be
understood
To feel
important
To feel
comfortable
To be
respected
Customer
needs
&
wants

15.  To enhance relationship with your customers
you have to meet their needs and wants
This comes through
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Excellent
verbal
skills
Excellent
listening
skills
Productive
relationship
with
customers

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-Great customer warmly and
sincerely
-Be specific
-Use simple phrases
-Be direct

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Positive
phrases
Please
Thanks you
I can or will
May I help you?
I understand how you
feel
You are right
I apologize
Negative
phrases
You don’t understand
Our policy says
That’s not my
responsibility
What you need to do
is..
Problem
But
No

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1-empathy
2-understading
3-patience
4-attentivness
5-objectivity
Good
listener

20.  So to be a good customer service you have to act with
human sense , to use your emotions and reflect them
, and be effective element inside your environment
 Be patient , natural , and have a positive spirit
then
you can give your customers what they wanted
So
it’s your chance to feel valuable by helping others
through your work this really very great and useful .
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