exceptional customer service training

Exceptional Customer Service Training

FlyBeyond Consulting Ltd

Outline

Introduction Dealing with Displeased Customers Steps to Problem Solving Service Pride Being Assertive


“Your most unhappy customers are your greatest source of

learning”

Bill Gates


What Customers Expect from YOU

SERVICE VALUE FOR THIER MONEY RESPECT GIVE ATTENTION VALUE THEM TREAT THEM LIKE KINGS AND QUEENS


Why Customer become Difficult


Managing Displeased Customer


Deal with the person’s FEELINGSApologize


Put yourself in customer’s ShoesShow Empathy


Don’t be DefensiveIt doesn’t matter if you are right or wrong

Listen


Ask QuestionsThis will help you understand customers feelingSummarize what customer said just to be sure you get customer

correctlyFind out exactly what the customer wants


Suggest a SolutionDon’t over promise.

Ask customer if pleased with your suggestion before you go ahead


Service Pride

Building team spirit by creating good working environment where every employees feel great about the job and about themselves.


• Building Service Pride

• Staff Motivation• Encourage staff interaction• Training• Culture integration• Increase Staff responsibility


• Pride in Service

Pride in Service to me means taking personal pride in my work and to help my customers by solving problems and being a good business

partner to them, in any way possible.“

Tom Johnson, Interstate Companies



"See the guy who just walked in needing your help? He’s the one who writes and signs our paychecks. Better see

what we can do for him."Nick Clawson, Interstate Companies



"Pride in service means finding our success in the success of our customers."

David Hunt,


Being Assertive

Being assertive is usually viewed as a healthier communication style. Being assertive offers many benefits. It helps you keep people from walking all over you. On the flip side, it can also help you from steamrolling others.


Gain Confidence and self-esteemCreate win-win situationEarn respect from othersCreate honest relationshipImprove decision making skills

Benefits


Understand yourselfUse ‘I’ statementsPractice saying noUse body languageMaster emotion controls

Becoming assertive- DIY


CLOSING

“Customers don’t expect you to be perfect. They do expect you to fix things

when they go wrong.” ~ Donald Porter


Questions and Answers

exceptional customer service training

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