www.ReadySetPresent.

com

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Program Objectives
(1 of 2)

Learn to identify and analyze

customer needs and problems.

Recognize the most common

reasons for customer complaints.

Discover techniques to cultivate

and maintain special customer

relationships.

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Program Objectives
(2 of 2)

Assess your communication

style and use two-way

communication skills to level
with people, to accept feedback
from them, and to discuss
problems.

Identify specific problems in

your customer service program

and apply treatment.

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A
Challenge
Please write a One
Sentence Definition of
CUSTOMER SERVICE.

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Questions On Being A
Why do Customer
you need customer
service?

Was the service provided over the

phone or in person?

How did the customer service

representative respond to your
request, inquiry or problem?

If you felt the service was

excellent, describe what made it
so good.

If you felt the service was

exceptionally poor, describe what

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Do You Know Why They

1% die. Leave?

3% move away.

5% develop other relationships.

9% leave for competitive

reasons.

14% are dissatisfied with

product or service.

68% leave because of rude or

discourteous service.
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Competencies
(1 of 2)

Communication.
Customer Sensitivity.
Decisiveness.
Energy.
Flexibility.
Follow-up.
Impact.
Initiative.
Integrity.
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Competencies
(2 of 2)

Job Knowledge.
Judgment.
Motivation To Serve.
Persuasiveness/Sales

.
Planning.
Resilience.
Situation Analysis.
Work Standards.

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Excuses
Excuses

List five to eight excuses you

hear customer service
representatives give for
offering indifferent or poor
customer service.

Think of one of more ways to

counter each excuse.
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Common Excuses

(1 of

2)

For
Service
I don't have Lapses:
enough time.
I don't get paid to be nice. I

am measured by my
productivity and accuracy.

How can we do a good job

if the computer is always

down?

Every customer is totally

bonkers today.

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Common Excuses
(2 of 2)

For
Lapses:
Service
I can't deal with
people who do
not show me respect.

How can we do a good job if the

other departments do not

provide
the back-up we
need?

I am having a bad day.

People are basically stupid.
I am always too busy.

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The Customer Wants

You To
. . . Greet
me.
. . . Value
me.
. . . Help
me.

. . . Listen to
me.

. . . Invite me
back.
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About This Product:

To download this entire Customer Service PowerPoint
presentation visit ReadySetPresent.com
Over 100+ slides on topics such as: understanding the
basics of effective customer service, addressing excuses,
examining behaviors, 7 steps to customer service, words
to use and words to avoid, top ten customer complaints,
five common customer requests, implementing a good
customer service program, service standards, 4 steps to
super service, how to's and more. Royalty Free - Use Them
Over and Over Again.

Please Visit: www.ReadySetPresent.com

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