Customer Service Training Presentation

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Customer Service Training Presentation Powered By Docstoc
					Customer Service PowerPoint
Presentation by Linda Sloan




          Customer Service:
            A Step Above




        Who is Your Customer ?




             Two Types of Customers

           External           Internal




          What Do Customers Want
                …and Need?

         1. Friendliness
         2. Timeliness
                      to…
         3. Listened to…empathy
         4. Answers and information
         5. Control, options
         6. Fairness




SCAC Teleconference Training --
September 4, 2008                        1
Customer Service PowerPoint
Presentation by Linda Sloan




        Perceptions Are REALITY

         Tone of Voice


         Body Language


         Choice of Words




         Words That HURT Or HELP

          Avoid Personal Attacks

          Use “I” Statements

          Avoid Giving Mandates

             Pro-
          Be Pro-active




           How to Soften the Blow
                          No”
              of Saying “No”

                             no,”
         If you have to say “no,” say it early.
         Beating around the bush only creates
         false hope and frustration for the
         customer.
         Focus on what you can do; not on what
              can’
         you can’t do.
         Offer suggestions or options.




SCAC Teleconference Training --
September 4, 2008                                 2

				
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