Customer Service (Comprehensive) PowerPoint Presentation 165 slides with Participant Handout Knowing what your customer wants and needs is the primary factor in excellent customer service. Your business can only develop with excellent customer service. PowerPoint Presentation Content Slides Include: • Learning objectives for this presentation • Definition/s of customer service • Definition of customer service (2 points) • Etymology – customer (3 points) • Etymology – service (3 points) • Do’s and don’ts (3 slides) • Scenarios (6 slides) • Customers you want (6 slides) • Growth customers are (6 points) • Segmenting customers (15 points) • Steps to super service chart (13 steps) • Understanding the basics of effective customer service • Knowing customer wants and expectations • Essential do's and don'ts of customer service (14 points) • Types of customers and how to segment them (5 slides) • The four steps to achieving super service • What to say and addressing excuses (10+ slides) • Implementing a program and examining behaviors (10+ slides) • Seven practical steps to customer service • Tips to induce cooperation from your customer • Words and phrases to use and to avoid (32 points) • New ideas and realities to consider (5 points) • Program implementation (9 slides) • More ideas on how to improve customer service skills (9 points) • Performance standards (28 slides) • Tips on encouraging quality customer service (9 points) • Vital customer service action steps (16 points) • Increasing customer satisfaction (5 slides) • Customer satisfaction graphic • 7 practical steps chart (7 steps) • Gaining customers (6 points) • Regaining customers (7 points) • The top ten customer complaints • The five most common customer requests • Customer retention (15 points) • Actions steps (16 points) Best of all, our PowerPoint Presentations are Royalty-Free, so you may Use Them Over and Over Again. You may edit, add, delete and tailor these presentations to your specific audience and style. Participant Handout Included: These participant handouts are identical to the PowerPoint Presentation Content except that the content has been eliminated. Never simply show your presentation. Allow participants to take notes while listening to you, fostering greater interest and retention. Our PowerPoint Participant handouts save any presentor valuable time in having to prepare the handout themselves.

1. CUSTOMER SERVIC
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2. PROGRAM OBJECTIVES

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Program Objectives
( 1 of 2 )
Customer Service
Learn to identify and analyze customer needs and
problems.
Discover techniques to cultivate and maintain special
customer relationships.
Recognize the most common reasons for customer
complaints.
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Program Objectives
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Customer Service
4
Identify specific problems in your customer service
program, and apply treatment.
Assess your communication style, and use two-way
communication skills to level with people, to accept
feedback from them, and to discuss problems.

5. A CHALLENGE
Please Write A
One Sentence Definition For
CUSTOMER SERVICE

6. DEFINITION OF CUSTOMER SERVICE

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Definition
Customer Service
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Provision of
help and
accommodation
to customers.
Communication
with customers
to address their
needs.

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Etymology - Customer
Customer Service
8
The word “customer” was first used to mean “buyer”
in the early 15th century.
The more generalized meaning of “one with whom
one has dealings” emerged in the 1540’s.
It came from the Anglo-French word, “custumer” and
the Latin word, “consuetudinarius.”

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Etymology – Service
Customer Service
9
The word “service” was first used c. 1100 to mean a
religious service. It came from the Old French word,
“servise.”
The act of serving as a word is from the early 13th
century.
Used in the sense of slavery or servitude, it came from
the Latin word, “servitium.”
It was first recorded
in the sense of
attending to a
customer in the mid-
14th century.
( 2 of 2 )

10. Do’s Don’t ‘s
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Do’s and Don’t ‘s
(2 of 3)
Customer Service
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Encourage customer loyalty
Answer questions
Put a positive spin on things
Compete with other organizations
Drive the customer away
Pretend to know answers to questions or ignore questio
Lie or exaggerate
Allow other organizations to take your busine

11. SCENARIOS

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Scenarios
(1 of 6)
Customer Service
14
You have an angry customer on the
phone who is yelling.
What do you do?

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Scenarios
(2 of 6)
Customer Service
15
Try to calm them down.
Ask how you can assist them more effectively.
Apologize for the inconvenience.
Ask them to calmly tell you how you can help.
Try to resolve their problem quickly and effectively.
Tell them you will get someone above you to speak with them.

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Scenarios
(3 of 6)
Customer Service
16
You have a customer who is unnecessarily rude
What do you do?

15. FOR MORE INFORMATION
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