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Dereje Wagari

This document summarizes a customer service training presentation. It covers the introduction to customer service, critical skills needed for customer service professionals such as empathy, responsibility, patience, enthusiasm and resilience. It also discusses developing communication techniques across different channels like phone and email. Additionally, it addresses building a customer-first company culture and onboarding new customer service employees through forming, storming, norming and performing stages. The overall goal of the presentation is to explain the importance of customer service and equip employees with the right skills and mindset.

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Customer service Training Presented By:-Dejene Asrat May 18,2021
1.Customer service introduction 2. Cricitical skill needed for customer service professional. 3.Developing the communication techniques 4.Adapting tones across various channels/phone,email´/- 5.Building customer-first company culture 5.On boarding new customer service employees
? Customer service is every interaction done between you and your customer before, during or after purchasing your service/goods. ? .as a business you will have completion .Great customer service is one of the best way to win by making your existing customers happy and attract new more.
? There are many reasons why customers leaves you, but there is a simple reason why customer would stay and that reason is great service. ? When customers are threatened well they became comfortable to purchasing again.
? Below, we have come up with 6 main reasons why customer service is important -customer loyalty -amount of money a customer spend with you -Frequency -Positive words with you -Over all business reputation -Number of repeat customer
1.Active listening - Concentrate and keep your ears open to your customer -At this stage you want to understand what customers really needs by being good listener. 2.Acting fast -Quick and straight forward solution
3.Being patience - Taking their feed back as appreciation -Customers are not always right but always win -Don¨t argue with them 4.Exceeding expectation - The best service has to exceed the expectation of your customer 5.Being consistent - Do it on regular basis
? There are 5 critical skills we want to train our employees 1.Empathy/to listen well/ 2.Responsibility /to act fast/ 3.patience/to be polite/ 4.Enthusiasm/to exceed expectation/ 5. Resilience /to achieve consistency/
? You have to equip with essential skills ? Email ? Live chat ? Social media ? phone
? .Involve everyone in your Company customer experience training ? Let employees talk to your customer occasionally
1.Forming:-teaching new hire how to serve 2.Storming:-when the hire learn from the experienced one 3.Norming:-The hire should have been familiar with some basic things 4.Performing:-perform with the given standard
? In general I want to explain in my presentation ? Introductory part of customer service ? Cricitical skill needed for customer service professional. ? Developing the communication techniques ? Adapting tones across various channels/phone,email´/- ? Building customer-first company culture ? On boarding new customer service employees
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Cs ppt

  • 1. Customer service Training Presented By:-Dejene Asrat May 18,2021
  • 2. 1.Customer service introduction 2. Cricitical skill needed for customer service professional. 3.Developing the communication techniques 4.Adapting tones across various channels/phone,email´/- 5.Building customer-first company culture 5.On boarding new customer service employees
  • 3. ? Customer service is every interaction done between you and your customer before, during or after purchasing your service/goods. ? .as a business you will have completion .Great customer service is one of the best way to win by making your existing customers happy and attract new more.
  • 4. ? There are many reasons why customers leaves you, but there is a simple reason why customer would stay and that reason is great service. ? When customers are threatened well they became comfortable to purchasing again.
  • 5. ? Below, we have come up with 6 main reasons why customer service is important -customer loyalty -amount of money a customer spend with you -Frequency -Positive words with you -Over all business reputation -Number of repeat customer
  • 6. 1.Active listening - Concentrate and keep your ears open to your customer -At this stage you want to understand what customers really needs by being good listener. 2.Acting fast -Quick and straight forward solution
  • 7. 3.Being patience - Taking their feed back as appreciation -Customers are not always right but always win -Don¨t argue with them 4.Exceeding expectation - The best service has to exceed the expectation of your customer 5.Being consistent - Do it on regular basis
  • 8. ? There are 5 critical skills we want to train our employees 1.Empathy/to listen well/ 2.Responsibility /to act fast/ 3.patience/to be polite/ 4.Enthusiasm/to exceed expectation/ 5. Resilience /to achieve consistency/
  • 9. ? You have to equip with essential skills ? Email ? Live chat ? Social media ? phone
  • 10. ? .Involve everyone in your Company customer experience training ? Let employees talk to your customer occasionally
  • 11. 1.Forming:-teaching new hire how to serve 2.Storming:-when the hire learn from the experienced one 3.Norming:-The hire should have been familiar with some basic things 4.Performing:-perform with the given standard
  • 12. ? In general I want to explain in my presentation ? Introductory part of customer service ? Cricitical skill needed for customer service professional. ? Developing the communication techniques ? Adapting tones across various channels/phone,email´/- ? Building customer-first company culture ? On boarding new customer service employees