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The 10 Golden Rules of Customer Service

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1. The 10 Golden Rules of Customer Service
2. OUTLINEIntroduction. Who are the customers?Skills for Customer
3. IntroductionWho are the customers?Customers are people who need your assistance. Internal CustomerExternal Customer
4. Skills for Customer ServiceKNOW ABOUT YOUR ORGANISATION
5. 2. Keys to Excellent Customer Service
6. BE A GREAT LISTENER
7. The customer is always rightIt is a
8. EFFECTIVE COMMUNICATION SKILLS EFFECTIVE COMMUNICATION SKILLSEye contact
9. ANTICIPATE NEEDSKNOW YOUR CUSTOMERSIDENTIFY TRENDSTHINK LIKE A CUSTOMER
10. GET REGULAR FEEDBACKENCOURAGE SUGGESTIONS ABOUT HOW YOUR COMPANY COULD IMPROVE.
11. Help customers understand your systems
12. Слайд 12
13. KNOW HOW TO APOLOGIZE THE CUSTOMER MAY
14. Appreciate the power of “Yes”ALWAYS LOOK FOR
15. CUSTOMER SERVICE IS A HIGHLY IMPORTANT PART OF EVERY BUSINESS4. ConclusionMAKE IT YOUR PRIORITYBE AWARE
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OUTLINEIntroduction. Who are the customers?Skills for Customer ServiceKeys to Excellent Customer ServiceGreat listenerEffective communication skillsCustomers are very sensitiveAnticipate needsGet regular feedbackHelp customers understand your systemsGive more than expectedKnow how to apologizeConclusion

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The 10 Golden Rules of Customer Service

Слайды и текст этой презентации

Слайд 1The 10 Golden Rules of Customer Service
Ivanova A.,a1-1
Moscow 2018

The 10 Golden Rules of Customer Service Ivanova A.,a1-1Moscow 2018

Слайд 2OUTLINE
Introduction. Who are the customers?
Skills for Customer Service
Keys to Excellent

Customer Service
Great listener
Effective communication skills
Customers are very sensitive
Anticipate needs
Get regular

feedback
Help customers understand your systems
Give more than expected
Know how to apologize
Conclusion

OUTLINEIntroduction. Who are the customers?Skills for Customer ServiceKeys to Excellent Customer ServiceGreat listenerEffective communication skillsCustomers are very

Слайд 3Introduction
Who are the customers?
Customers are people who need your assistance.

Internal Customer
External Customer

IntroductionWho are the customers?Customers are people who need your assistance. Internal CustomerExternal Customer

Слайд 4Skills for Customer Service
KNOW ABOUT YOUR ORGANISATION
LEARN THE TECHNICAL

PARTS OF THE JOB
COMMUNICATE WELL
BE CONSISTENT
BE ORGANISED

KNOW YOUR PLACE IN THE TEAM AND BE A TEAM PLAYER

Skills for Customer ServiceKNOW ABOUT YOUR ORGANISATION LEARN THE TECHNICAL PARTS OF THE JOB COMMUNICATE WELL BE

Слайд 52. Keys to Excellent Customer Service

2. Keys to Excellent Customer Service

Слайд 6BE A GREAT LISTENER

BE A GREAT LISTENER

Слайд 7The customer is always right
It is a motto or slogan

which exhorts service staff to give a high priority to customer

satisfaction.

The customer is always rightIt is a motto or slogan which exhorts service staff to give a

Слайд 8EFFECTIVE COMMUNICATION SKILLS
EFFECTIVE COMMUNICATION SKILLS
Eye contact & visible mouth
Body

language
Some questions
Encouragement silence to continue
Smiling face
Summarising what

has been said

Checking for understanding

EFFECTIVE COMMUNICATION SKILLS EFFECTIVE COMMUNICATION SKILLSEye contact & visible mouth Body language Some questions Encouragement silence to

Слайд 9ANTICIPATE NEEDS
KNOW YOUR CUSTOMERS
IDENTIFY TRENDS
THINK LIKE A CUSTOMER

ANTICIPATE NEEDSKNOW YOUR CUSTOMERSIDENTIFY TRENDSTHINK LIKE A CUSTOMER

Слайд 10GET REGULAR FEEDBACK

ENCOURAGE SUGGESTIONS ABOUT HOW YOUR COMPANY COULD IMPROVE.

GET REGULAR FEEDBACKENCOURAGE SUGGESTIONS ABOUT HOW YOUR COMPANY COULD IMPROVE.

Слайд 11Help customers understand your systems

Help customers understand your systems

Слайд 12

Слайд 13KNOW HOW TO APOLOGIZE
THE CUSTOMER MAY NOT ALWAYS BE RIGHT,

BUT THE CUSTOMER MUST ALWAYS WIN

KNOW HOW TO APOLOGIZE THE CUSTOMER MAY NOT ALWAYS BE RIGHT, BUT THE CUSTOMER MUST ALWAYS WIN

Слайд 14Appreciate the power of “Yes”
ALWAYS LOOK FOR WAYS TO HELP

YOUR CUSTOMERS.
WHEN THEY HAVE A REQUEST TELL THEM THAT

YOU CAN DO IT.

Appreciate the power of “Yes”ALWAYS LOOK FOR WAYS TO HELP YOUR CUSTOMERS. WHEN THEY HAVE A REQUEST

Слайд 15CUSTOMER SERVICE IS A HIGHLY IMPORTANT PART OF EVERY BUSINESS
4.

Conclusion
MAKE IT YOUR PRIORITY
BE AWARE

CUSTOMER SERVICE IS A HIGHLY IMPORTANT PART OF EVERY BUSINESS4. ConclusionMAKE IT YOUR PRIORITYBE AWARE

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