1. By Gabriel Benavides And Jeremy Symes

2. WELCOME! We thank you for attending our program!  Today we will be covering: Values of customer service. Understanding why customer service matters. Behaviors that engage the customers.

3. Values of customer service part 1  Customer service can be defined as a business satisfying the wants and needs of its customers.  You must also focus on some of these: First Impressions, Loyalty, word-of-mouth, and understanding.

4. Values of customer service part 2  First Impressions: A customer with a positive first impression is likely to return.  Loyalty: Good customer service promotes customer loyalty. Customers will return and do business with companies that treat them well.  Word-of-mouth: Well treated customers will spread the word about their service.  Understanding: Good customer service leads to understanding their wants and needs.

5. Understanding of change, activity  This activity will teach you the importance of change.  Pair up with a partner and concentrate on them for 30 seconds, noting clothing, hairstyles, glasses, etc.  Then turn your back and change three things about your appearance.  Then turn back around and try to identify the changes about your partner.  Then evaluate yourself on how well you were able to recognize those changes.

6. BREAK TIME!  Have a 15 minute break.  Enjoy our freshly baked cookies and juice in the back of the room.  Please be back at 11:45

7. Know why service matters! Part 1  Attracting customers is important to business.  Impact by losing customers.  Acceptance of ownership

8. Know why service matters, Part 2  Ability to communicate effectively  Ability to use empowerment  Ability to manage change

9. No excuses for bad service, activity  This activity promotes creative professionalism  Split up in to teams of 4-6, select a team leader.  List 5 common excuses you have dealt with.  Discus the situations and talk about what should have happened and how it could have been dealt with.

10. Behaviors that engage customers  Recognize the behavior that please customer.  Apply actions that convey positive personality.  Convey customer center of culture.

11. About day 2  Tomorrow we will be hosting the second part of this training program.  It will be at the same time same place and we welcome you to come and learn more valuable things!

13. A quick look back Yesterday we learned about the following:  Values of customer service  Understanding of change  Know why service matters  Behaviors that engage customers  No excuses for bad service

14. Upset customer scenario  We will learn how to defuse the situation.  Split into groups of three. You will take on the roles as a manager, employee, and customer.  Come up with a problem and go over how you think it should have been handled.  Then switch roles and repeat.

15. Customer turn offs  Types of Customer turn offs: Value Turnoffs: Or not getting what you paid for. Some examples are: failure to meet expectations, high prices relative to the value perceived System Turnoffs: How the company delivers its products. Things like Unnecessary paperwork, poor product selection, and cluttered workspaces. People Turnoffs: Things relating to poor service. Some examples include: Lack of courtesy, unprofessional behavior, or indifferent attitude.

16. Group activity #2 Let me tell you what I can do.  Customers ask questions that can not always be answered or that will need alternative answers.  Think of questions that are hard to answer and split into groups of two.  Employees will need to come up with alternative solutions to the customers request to the best of their ability.

17. Recovering a potentially lost customer, part one  Recovery skills: Feeling their pain. Recognize that the customer is upset and that they blame you to some extent. ○ Compensate them or provide restitution  Do all that you can do to resolve problem: Once you have a clear understanding solve problem as expeditiously as possible  Symbolic atonement: things like giving a gift or merchandise, acknowledge the inconvenience, and follow up to see if the problem was resolved

18. Recovering a potentially lost customer, part two.  The occasional customer from hell can be quite a hassle. First find out if they are a chronic complainer Then actively listen to their problem, making them feel recognized. Ask questions to resolve the problem, DON’T APPOLOGIZE!  When you deal with the customer from hell, take a break an cool off. Make sure you are not emotionally drained so you can properly resolve problems.

19. Group activity #3  Form into groups of 5 and select a team leader and develop a list of the best ways to provide excellent customer service.  Select one spokesperson and talk about your top 3 ways you would provide great customer service.  Then as a united group decide what are the top 5 ways to ensure excellent customer service.

20. Influence others to give great service!!  Lead and Motivate Employees! Show direction employees must go. Provide needed recourses.  Continuously come up with A-plus ideas. Building loyalty is a team sport, no one person can be responsible. Everyone must work efficiently and properly to ensure customers are satisfied. ○ Not one person should be criticized by any ideas.

21. Sources  http://www.industryweek.com/companies -amp-executives/sales-marketing- customer-turnoffs http://www.industryweek.com/companies -amp-executives/sales-marketing- customer-turnoffs  http://www.ehow.com/facts_7221745_va lue-good-customer-service.html http://www.ehow.com/facts_7221745_va lue-good-customer-service.html  http://www.businesstrainingworks.com/tr aining-resources/five-free-customer- service-training-games http://www.businesstrainingworks.com/tr aining-resources/five-free-customer- service-training-games