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1 st Team Project SST 3203 Customer Service

1 st Team Project SST 3203 Customer Service. Team Members Lisa Sheldon Micheal Ramsey Trent. How can you measure Quality Customer Service?. The following is our teams top 6 chosen items that we felt should be found in a customer service rubric. Rubric. Rubric Continued.

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1 st Team Project SST 3203 Customer Service

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  1. 1st Team ProjectSST 3203 Customer Service Team Members Lisa Sheldon Micheal Ramsey Trent

  2. How can you measure Quality Customer Service? The following is our teams top 6 chosen items that we felt should be found in a customer service rubric.

  3. Rubric

  4. Rubric Continued

  5. Rubric Continued

  6. Our Training Today Will focus on:

  7. Professionalism It doesn’t take the consulting of your crystal ball to know who your number one asset is!

  8. The Customer Without them you find yourself here!

  9. Customer Satisfaction • Requires 100% of your attention. Step 1 – Never stop communicating with your customer!

  10. Keep files updated • Step 2 – Always update your customer relationship management files. • You will understand your customers needs. • Important dates. • Past history • Future possible needs • Best method of contact

  11. Product knowledge • Step 3 – You must know your product inside and out. • It gives you the ability to: • Answer all your customers questions with confidence. • Turn product features into benefits. • Ability to overcome product misunderstandings.

  12. When Meeting • Step 4 – Be Punctual & Prepared • Even better, be early to allow yourself more time to prepare. • If being late can’t be avoided, call your customer in advance, it shows respect for their time. • Have all presentation material out and ready. • Prepare and rehearse all material in advance.

  13. Respect your customer • Step 5 – Confidentiality • Your customers information is private and highly privileged information entrusted to you. • Entertaining or spreading rumors about your customer will end your relationship. • To gain their trust you yourself must be trustworthy

  14. Bring More • Step 6 – Circumspection • Be cautious and prudent. • Read between the lines. • Diplomatic – Resolve not create or encourage conflict. • Have a contingency plan.

  15. Attention! • Step 7 – Focus on the customer • Face the customer. • Eliminate all distractions. • Stay on task. • Dress for the occasion to avoid embarrassing your customer. • Ask open ended questions to better understand your customer.

  16. Are you listening? • Step 8 – Actively Listen • Make eye contact. • Nod to show your listening. • Rephrase questions. • Tone of voice. http://www.kantola.com/Listening-Under-Pressure-PDPD-52-K.aspx

  17. Conclusion • Customer satisfaction requires 100% of your attention • 1. Never stop communicating with your customers. • 2. Keep updated Customer Relationship Management files. • 3. Know your product inside and out. • 4. Be punctual and prepared. • 5. Confidentiality. • 6. Circumspection. • 7. Focus on your customer. • 8. Actively listen.

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