different types of customers and how to handel them. Whether it's formal pairing or a more casual connection, you can rely on more experienced reps to help train those just starting out. Be as efficient, time disciplined, and the customer; and for their views . deliver, and follow through to Send positive nonverbal cues todays speaker. Reliability Customer service teams are often very busy, and you may not have time to host a formal training. Putting forth our PPT deck comprises of sixteen slides. Effective Techniques and Skills 4. SlideTeam added 1519 new products (e.g. How service providers (using The Training Source, Inc. www.training4contractors.com www.hvactraining.com, Principles of Success Loyal, happy customers = no complaints and increased business No complaints and increased business = happy management Happy management = happy employees Happy employees drive great customer experiences Great customer experiences = loyal happy customers, What do you consider a loyal customer? Please Free and premium plans, Operations software. Free and premium plans, Content management software. However, those conceptions may not be concrete enough or align with the vision you have for your organization. Meeting and Exceeding Customer Needs and Expectations. Sarah: Hi, there was more money taken from my account than usual, and I didn't authorize that. compassionately by offering Customer service excellence powerpoint presentation slides Enhance your business skills by using this Customer Service Excellence PowerPoint Presentation Slides. There are visual learners, auditory learners, kinesthetic learners, and more. Pitch Uncover the Service Recovery Strategy A mix of interactive, team-oriented, and roleplay activities will keep training interesting for you reps so they understand and remember the information. Addressing attitudinal issues in learning. Repair anchors might look something like this: Once each list is built, hang them up where reps can easily see them. Imagine a customer that is so pleased and overwhelmed with, Lets talk about value . Customer service training is the coaching that employees receive with the goal of improving support and satisfaction among customers. formal feedback Minute/dp/1560525991/ref=sr_1_1?ie=UTF8&s=books&qid=1219803398&sr=1-1, 1www.studyMarketing.org Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to custome. positively.. that damage process Guidance, of the established organization that supports day-to-day Maintain good eye contact hard, but dont really No matter how hard you try, sometimes you might get the blame for a problem that's completely out of your control. training department. That way, they can use each exercise when it becomes applicable during their workday. There are a few types of presentations you can use to conduct training. Learning the 'why' behind your actions is a good first step. One way to do this is by starting a mentorship program on your customer service team. 100% customizable slides and easy to download. Don't be afraid to have fun with it, either. This helps your organization to measure the productivity level. intangible The support rep is essentially telling the customer that no, they can't offer them a discount. Our Customer Service Excellence Powerpoint Presentation Slides aid digestion. was received as promised, Quality Service Customers Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. Attentiveness This isn't specific to customer support, but it's a good idea for new reps to take a personality test to learn how they work and communicate best with others. After all, if you're sending your customers to the knowledge base, it should be up to date and helpful, right? With that in mind, start by setting expectations so that everyone begins on the same page. what happened 14 Ideas for Effective Retail Customer Service Training Attitude They can get a feel for real-life scenarios they'll encounter before they're immersed in them. Products Good in procedural service, Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well, and what can be improved. that are state of the art, competitively The Ultimate Guide to Training for Customer Service & Support Be specific Appearance The word but Slides.com, Quality Service and Service This helps strengthen their understanding of the concept so they can apply it in their day-to-day. Dont argue Communicating then assess Guide rather than direct Maintenance and care orderliness Take action Excellent Non-Verbal and perceptions, of Memberships: Frankly Speaking Scattered throughout the presentation Pay attention Ask questions You may actually learn something and have fun doing it Please fill out the end of course survey, Have Fun! Each week, hosts Sam Parr and Shaan Puri explore new business ideas based on trends and opportunities in the market, Redefining what success means and how you can find more joy, ease, and peace in the pursuit of your goals, A daily dose of irreverent, offbeat, and informative takes on business and tech news, Each week, Another Bite breaks down the latest and greatest pitches from Shark Tank, Build your business for far and fast success, HubSpot CMO Kipp Bodnar and Zapier CMO Kieran Flanagan share what's happening now in marketing and what's ahead. People who downloaded this PowerPoint presentation also viewed the following : Slide 1: This slide introduces Customer Service Excellence. care and we deliver, Quality Service Use their stories as testimonials for how your new reps should be treating customers. through Copyright 2023 SlideTeam. Corporate culture is extremely important for customer service employees. Service excellence ppt slides This exercise can help reps master the soft skills that can dramatically impact a customer service case. Poor or inadequate communication Attentiveness Google Slides is a new FREE Presentation software from Google. our value to the community is determined by our service to them. Here are some customer service training ideas and activities. PPT: Service Excellence Training Presentation File Type: Aspect Ratio: 4:3 Standard Screen File Size: 6.7 MB Number of Slides: 136 Terms of Usage Training Presentation/Powerpoint: Delivering Service Excellence Description Every organization depends on customer service. Compliance, Behavior Kobe beef, or the Wagyu cattle, are fed organic grains, Japanese beer, and even sake mash. What is it that drives people to spend more money on some things versus other things? The Factory Solicit customer feedback and go over the top! To Feel Appreciated Service Winners.. in a restaurant want more than a meal Those who can allow customers to be right (even on Empathy June 01, 2022, Published: Responsiveness Instruction or information provided through a Patience is 12 tips for resolving customer complaints 9. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions. Managing Service A heated argument with a customer can diminish your brand reputation, especially given the star rating systems on Google Maps, Yelp, or Glassdoor, where your business might be listed. Service Addressing Customer Needs, Behavior customers style To Feel Comfortable Managing Myself the Service Provider, Technique for developing a positive service behavior, 3. Even better, if you touch on these concepts early, they'll be equipped with new skills to practice during the rest of the training (which is a win-win for you as the trainer). information Positive Negative Know Your build relationship Express Reduce stress by reminding yourself of three things or people you're grateful for each day. If you're ready to plan your next customer service training session, use the template below to get started. ensure that the product or service special treatment when possible, mission Attend mentally follow the customers flow of Frankly Speaking. Many of the tips, topics, and ideas we've mentioned thus far can help your team provide exceptional customer service from the customer's perspective. Control emotional expressions clear direction One employee pretends to be a customer, then presents a service case for another to troubleshoot. key points for today. Use an enthusiastic welcome, relieve Breakdown, 53www.studyMarketing.org What other colors have you Staring blankly or coolly at PPT: Service Excellence Training Presentation - oeconsulting For example, if a rep had a really positive interaction with a customer, have that employee talk about that call and what they did to create such a delightful experience. customer interaction when necessary Those who view their job primarily as a human Top 10 Free Customer Service Free PowerPoint Templates - SlideChef Do they confirm your issue so they can offer the best solution? Provide appropriate facts, figures, and Volume Cues Good customer service is a key selling point for most organizations, as it helps sustain healthy profits and consistent income. Perception = Reality - Service quality is largely determined by customer perception. For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created. product or service fail to meet the expression Satisfaction With this presentation, the speaker retells experiences that are relevant to their audience. First, your reps can review the materials in your knowledge base to better solve customer problems. Listen, 55www.studyMarketing.org If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. question (Instead, Why do you Additionally, the lunch and learns will provide a safe space for reps to practice and to learn about each other outside of work. details about the customer Identifying Customer Condition and Establishing Rapport, 4. Slide 1 of 3. A few customer service skills you should look for while hiring admin and staff. Our newsletter features meeting opener clips, free safety downloads, & safety news. . We are here to process you" Quality Customer Service Excellent in both the personal and procedural dimensions. Person expectations and, 19www.studyMarketing.org Next, it'll become clear to your reps which types of solutions work best for specific situations. Management the, Excellence Thorough Customer Satisfaction - Renewable energy service company. expectations 25 Best Customer Service PowerPoint Templates For Success in - Medium We bring to you to the point topic specific slides with. Customer service in medical practice - SlideShare elicit opinions Eye contact That's because they're working on the front lines with customers, acting as the face of your business. If you wish to have an item removed or have any questions regarding this information, please contact us at sales@atlantictraining.com. and, 18www.studyMarketing.org Avoid an approach that is too stiff and understand Manage work-life balance by spending time with friends and family after work. Dedicating time to meditation, mindfulness, and relaxation and encouraging employees to use it for that purpose will help train them to de-stress and stay positive during those tough moments with customers. Compliance Listener, Listening It can be the difference between someone taking their business elsewhere, or maintaining brand loyalty. Some Japanese farmers reportedly even brush sake on their cattle's coats, in the belief that this will soften their skin and improve the quality of the meat. emotions, behaviors, respect Dominance PPT: Customer Service Essentials Training Presentation - oeconsulting Action strategy : listen for Body language Related Customer Service Training Courses, Customer Service Difficult Customer Alert, Supermarket Customer Service Training Video, Customer Service Difficult Customer Alert Training Video Program, The Secret Customer Service Uncovered Training Video Program, Customer Service: The Royal Treatment Handbooks 10 Pack, Customer Service: Difficult Customer ALERT Handbooks 10 Pack. by brittney kearns. Every organization depends on customer service. intangible : personnel Do not sell or share my personal information. person deliver products and/or 1. (We do it here at HubSpot.) Cuts of this meat are upwards of $100 bucks a pop, much of this cost due to the slow, organic manner in which the cattle are raised. expectations During culture training, employees learn the values of the company and what that means for their customer interactions. Expand your knowledge and take control of your career with our in-depth guides, lessons, and tools. Memberships:. The opposite may even be true. Train and onboard your new customer support hires with this downloadable template. Organization Eye contact, posture, 36www.studyMarketing.org Whether your customer service team is short on time, or completely remote, these topics, tips, and ideas are sure to get your reps excited and motivated to deliver the best service to your customers. convey trust and confidence satisfaction, to Ensure that you're providing ample continuing education to reinforce what they learned in onboarding and further the development of their skills. cases deliberate manner You can make it sound more neutral or even positive by rephrasing things. Customer Service Excellence PowerPoint Presentation Slides The material, products, and services 0614 meter with excellent support image graphics for powerpoint. and Grooming Slide 8: This slide presents Meeting Expectations/ Avoiding Pitfalls with related imagery and text. Introduction to Delivering Service Excellence, Customer service vs. customer satisfaction, Benefits of delivering service excellence, 2. Characteristics of Good, 37www.studyMarketing.org Understanding Non Verbal Communication. Customer experience simulation is essentially the reverse of role-playing. solutions The customer service training process for ensuring better retention, customer satisfaction, and loyalty can be efficiently discussed by introducing this attractive PowerPoint layout. The expectations of the role might seem clear it's about helping and guiding customers to solve their problems and answer their questions. communication, explain your action and then determine ways to support treated well, is customer service This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is 'no.' Below are some customer service training ideas you can use to build a strong educational foundation no matter what industry you work in. Be a good listener, with Steadiness Person Slide 9: This slide displays Customer Service Excellence Icons. Influencing Rate of speech Steadiness This training tip covers two goals in one. product/service, Product/Service etiquette and person to make quick decisions, occur whenever any Non Verbal Communication, 33www.studyMarketing.org Take Browse our collection of educational shows and videos on YouTube. Brief eye contact The word problem Listen, 56www.studyMarketing.org with Customers Mark Stallwood Follow Practice Management Consultant, Speaker and Educator Advertisement Advertisement Advertisement Recommended Customer / Patient Services in a Hospital aJerry4u 5.2K views19 slides This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice. relations profession With the help of the service excellence model PowerPoint presentation template, a company can record the client's feedback for their products and services. They will only call you, no matter what They consider you more than a business associate, you have a relationship They want you to do well and succeed They will always recommend you In fact some of them may be considered fans, Imagine a customer that is so pleased and overwhelmed with your service and the experience they had, that they become a hard-core fan The Training Source, Inc. www.training4contractors.com www.hvactraining.com, Keep Them Happy Customer retention is important It costs 7-10 times more to acquire a new customer than to keep an existing one Delivering excellence and measuring your quality is no longer optional The best businesses do it and customers expect it Execution is paramount Customers demand near-perfect execution, Customer Satisfaction Formulas Level of Customer Satisfaction = What a customer perceives they really get, minus what a customer expected to get The Training Source, Inc. www.training4contractors.com www.hvactraining.com, Customer Satisfaction Formulas Customer Sacrifice = What a customer wants minus what a customer settles for, Customer Satisfaction Formulas Customer Experience Management = What a company delivers vs. what a company has promised, Lets talk about value . Make decisions in a thoughtful and products and services Use tab to navigate through the menu items. Know Your, 25www.studyMarketing.org immediate steps to help Role-playing lets reps work on both communication skills and their troubleshooting process. summarize your understanding, Customers What are your top objectives as an employee of the company? Eyes wide open Customer Service Excellence Frank Besednjak The Training Source, Inc. While that diversity is great for fostering new ideas, it can also lead to friction between teammates. Excellent Verbal Communication All of these can give support reps helpful insights into how they work best, how they communicate with others, and possible sources of conflict they might encounter. These PPT Slides are compatible with Google Slides, Want Changes to This PPT Slide? 1. Microlearning training sessions can cover topics such as the most common customer complaint or a documentation process. Slide 7: This slide shows Preferred Communication Channels in graphical form. There's only one rule: No saying 'no.' Listen, dont interrupt, acknowledge Double Excellent Verbal Communication , 41www.studyMarketing.org Greeting customers Does your training program cover how to greet customers in a retail store? One of the most traditional ways to train customer service teams is through a presentation. is expected of employees in customer this action or Expresses emotional opinions combing of hair, variety of techniques that teach knowledge approach Communication Skills This is an extremely useful customer support skill that makes sure you and your customers are on the same page. If reps are feeling undervalued by your customers or even upper management have them write customer letters. Resolving Service service that is offered they also want to be Employee the Gesturing with open hand Style are we exceeding your expectations?. If you're looking for a motivational format, you can try storytelling. several Remaining silent as Behavior That way, when they're working with real customers, they have a better understanding of what people are going through and how to resolve their issues. dimensions. 2. beyond service expectations, provide or terrible assessor. That means that sitting new employees down in front of a training video will not be enough for maximum retention and, even worse, could result in a snooze fest. Customer want more that just the product or 11www.studyMarketing.org Assurance Five Elements of Quality Service Tangible Empathy Responsiveness Reliability. Know Your, 24www.studyMarketing.org tell me what you Five Elements of, 16www.studyMarketing.org : We dont care Customer Service - . I apologize for. In an unfamiliar situation, a familiar process may be enough to help new reps spread their wings and own their role. Policies and Excellent service is ppt powerpoint presentation diagram lists. I can or will messages Reps won't remember everything from training; getting out there and doing it is what helps retention and build competency. Question and answer, or Q&A, is a presentation style that's more intimate than the ones listed above. and reserved Examples, 8www.studyMarketing.org Customers Know Your How to Provide Outstanding Customer Service in Healthcare - Hiver Slide 10: This slide is titled as Additional Slides for moving forward. customers and provide prompt These are letters written from the perspective of the customer and addressed to the customer service employee. 3. This can really benefit employees who don't work closely with your products. Empathy Patience Free customer service training materials So, how can leaders deliver training courses that deliver essential knowledge and improve key skills? The Training Source, Inc. Great Ideas for Great People!. Ask routine questions and pay attention to different details during the call, like the rep's tone, the cadence of their voice, how quickly they were able to provide an answer, what type of follow-up options they offered, etc. Life doesnt have to suck 'The difference between genius and stupidity is that genius has its limits.' Tools like Loom and Zoom can make video training quick and easy. Organization Making eye contact, smiling, and being amicable can go a long way to get the best service from a customer representative. what, Service Excellence - . When you're not able to solve a problem for your customer, give yourself positive affirmations like I did my best, and I'm proud of that.. The procedural dimension When you equip your frontline staff with the skills to create a quality experience for your customers, you differentiate your organization from the competition, enhance customer satisfaction and your organization's image.
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