Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Road to Excellent Customer service

No description
by

Vineed Menon

on 20 October 2016

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Road to Excellent Customer service

Objectives
To understand the nuances of Customer Service


To understand the importance of communication in Customer service

Help the team to think in Customer centric way

To understand the technique to handle customer complaints



Atithi Devo Bhava
Customer service & its importance

How we treat our Guest at Home??

Customer first- Highest priority

Body language
Concept of Customer service
Customer expectation > Customer Service = Dissatisfaction

Customer expectation = Customer Service = Satisfaction

Think like a Customer
Complaint Handling
LEAPS Approach
DELIGHT !
Road to Customer Service Delight
By
Vineed Menon

Communication
Words
7 %
Body language
55 %
38%
Tone
Importance of Communication in Customer Service
You should not do
Folding the hands
Putting your hands on waist
Invading personal space
Smile
Eye Contact
Lean
Relaxed posture
Hands
Handshake
You Should do
Slouching
Avoiding eye contact/extensive eye contact
Exaggerated nodding
Customer expectation < Customer Service = Delight

L Listen
E Empathize
A Apologize
P Be positive
S Suggest
Full transcript