customer service training please
DESCRIPTION
This power point introduction an original concept called, P.l.E.A.S.E. which can be used to improve customer service relations.TRANSCRIPT
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
Customer Service Training
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
P stands for pleasant & positivity• This is the Number 1 rule. • People respond positively when you are
pleasant than when you are sour. • After all what curdles milk, lime or sugar? • Positive responses add to the customer
experience.
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
L
Logic & Listening
• understand the rules• make a decision and know why that decision
counts. • understand the bigger picture
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
E
Energetic & Enthusiasm
• be energetic• love what you do• know what you are doing and • why you are doing it. • do it with enthusiasm
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
A
Attitude & Accountability
• having positive attitude keeps everything on an even keel
• ownership for what you say• and for your action • Demonstrates accountability and maturity
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
S
Smile & Sober
• A smile is contagious• A smile defuses situations • A smilemakes you live longer and look younger. • It takes 40 muscles to frown, 16 to smile. • Smiling lowers your blood pressure.• Sobriety- clearheadness
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10/04/2023 09:05:45 AM Developed by Elaine Oxamendi Vicet
E
Empathy & Emotions
• keep emotions in check• try to understand the other side• display empathy• demonstrate emotional maturity
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10/04/2023 09:05:46 AM Developed by Elaine Oxamendi Vicet
Putting it together
Let us discuss!
Your ideas for each letter and examples where you could have used that particular quality more effectively.
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10/04/2023 09:05:46 AM Developed by Elaine Oxamendi Vicet
P.L.E.A.S.E.
PLEASE ensure that the customer feels welcomed and experience superior quality
service.
Remember every action has an equal and opposite reaction!
YOU CHOOSE!