customer service training

GRAND CINEMASREGIONAL TRAINING DEPARTMENT

CUSTOMER SERVICE - 2010

REGIONAL TRAINING DEPARTMENT

Customer Service - 2010

Describe the point behind this video and the message intended to deliver.

The Message and the Point are:“ALWAYS EXCEED YOUR CUSTOMER EXPECTATION”“A CUSTOMER REMAINS A CUSTOMER TILL HIS/HER JOURNEY

ENDS”




OPEN DISCUSSION




WELCOME TOTHIS TRAINING

SESSION




TRAINING OBJECTIVES

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.

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.






Write a One Sentence Definition of

CUSTOMER SERVICE.

CHALLENGE




Let’s Switch Roles

YOU ARE A CUSTOMER!

s Why do you need customer service?

s Was the service provided over the phone or in person?

s How did the customer service representative respond to your request, inquiry or problem?

s If you felt the service was excellent, describe what made it so good.

s If you felt the service was exceptionally poor, describe what made it that way.




Let’s Switch Roles

YOU ARE A CUSTOMER!

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.




Did you Know?!

EXCUSES FOR BAD CUSTOMER SERVICE I don't have 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. 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.




Did you Know?!

WHY A CUSTOMER LEAVES? 1% die.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with

product or service.

68% leave because of rude ordiscourteous

service.




Did you Know?!

KEYS TO CUSTOMER SERVICE

Communication. Customer

Sensitivity. Decisiveness. Energy. Flexibility. Follow-up. Impact. Initiative. Integrity.

Job Knowledge. Judgment. Motivation To Serve. Persuasiveness/Sales. Planning. Resilience. Situation Analysis. Work Standards.




Did you Know?!

CYCLE OF WORK

CUS-TOMER CLEAN

ERS

MAIN-TEN-ANCESUPPLIERS

OWNERS

MANAGEMENT

EM-PLOY-EES

IN ORDER TO REDUCE COST, STATE WHICH OF THESE DEPARTMENTS CAN BE REMOVED WITHOUT EFFECTING THE

BUSINESS




Did you Know?!

WHAT A CUSTOMER WANTS

8 . . . Invite me back.

8 . . . Listen to me.

8 . . . Value me.

8 . . . Greet me.

8 . . . Help me.




SO! WHICH TYPE OF EMPLOYEES ARE YOU?


THANK YOU FOR YOUR ATTENTION




“AT YOUR SERVICE”

All Statistics, information and figures are upon studies made by the Customer Care Institute – Atlanta, U.S.Ahttp://www.customercare.com/

customer service training

Business

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customer complaints

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