Customer Service Training ppt

Training presentation

1. Customer Service
&
Career Center Customers

2. Keys to a Successful Day!
•Please turn all electronic devices to vibrate
•Go outside if you need to take an urgent call
•Share your knowledge
•Active listening without interruption
•Please limit sidebar conversations
•Challenge the view, not the person
•Training will start on time after breaks
•Have FUN!
2

3. Customer Service
Customer Service is:
•Assistance & advice provided by a company to
people who buy or use its products or services
•The art of ensuring the best service to customers
while they are engaged in services
•Act of takingcareof customerneeds by
providing and delivering professional, helpful,
high qualityserviceand assistance before,
during, and after thecustomer'srequirements
are met

4. Customer Service
Exceptional Customer Service:
•Act of going above and beyond what the customer
expects
•Taking that extra step to make them feel that you
understand what they are going through
•Displaying that you want this to be the best
experience they have ever had.
Poor Customer Service:
•Failure to respond to customer queries and complaints in
regards to services
•Anything below customer's expectation

5. Customer Service
Customer Satisfaction is:
•A compilation of customer service, customer
experience, loyalty and quality of your service

6. Customer Service
vs.

7. Customer Service

8. Customer Service

9. Customer Service
Who are your customers?
•ExternalCustomers
•InternalCustomers

10. Customer Service

11. Customer Service
Exceptional Customer Service Characteristics
•Team Player
•Accountability
•Respect
•Stewardship
•Compassion
•Persuasive
•Positive Attitude
•Patience
•Professionalism/Politeness
•Responsiveness
•Problem Solving
•Initiative
•Intentional Excellence

12. Customer Service
Knowledge and Support

13. Customer Service
•Knowledge of the Services
•Knowledge of Service Delivery System
•Know Policy and Procedures
•Know your Span of Control
•Support of Management
•Ability to address concerns
Knowledge and Support Needed to Provide Exceptional
Customer Service

14. Customer Service

15. Customer Service
15

16. Customer Service
Creating a Memorable experience
•Greeting customers
•Introducing yourself
•Shaking hands
•Calling customer by name
•Body language
•Eye contact
•Tone
•Setting expectations

17. Customer Service
Relationship Building & Maintenance:
•Building Rapport
Verbal and Non-Verbal Communication
How do you communicate that?
•You are invested in the customer’s satisfaction
•You care
•You are trustworthy
•You can offer a solution
•You can give the customer your full attention
•You mean business

18. Customer Service
Expectations: Customer vs. Counselor
•What are your expectations?
•What are customer expectations?
•How do you meet those expectations?
•Where do we go wrong?
•How do you offer a resolution?

19. Customer Service
Bias & Exceptional Customer Service
•Difference and Bias
•Detecting Bias
•Effects of Bias
•Dealing with the Bias

20. Customer Service
How is customer service different?
•In person vs. on the phone?
•Career Center error vs. General issue?
•Is the customer overwhelmed?
•How do you check customer’s understanding?

21. Customer Service

22. Customer Service
Difficult customers come in several varieties:
•Angry
•Impatient
•Intimidating
•Talkative
•Demanding
•Indecisive

23. Customer Service
•Remain in control of yourself
•Listen and let the customer vent
•Show the customer you care
•Don't blame the customer or the company
•Try to solve the problem, or get someone who can
•Never make promises you can't keep
•Don't take it personally
Handling Difficult Situations

24. Customer Service
Tips for Difficult Customers & Situations
•Behavior Breeds Behavior
•You can Helpor Hindera situation
•The customer is always right…or are
they?

25. Customer Service

26. Customer Service

27. Customer Service

28. Customer Service

29. Questions
&
Wrap Up

30. Presenters
Kim Leonard
617-626-6467
Kim. [email protected]
Erin Fallon
617-626-6105
[email protected]
Thank you for joining us today!
Please feel free to contact us with any questions and feedback!