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Service Excellence in Customer Service

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Wella Alvian

on 26 November 2014

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Transcript of Service Excellence in Customer Service

What is Customer Service???
Hi, I'm Wella
Advertising Clerk
1 - Outside
Sales Coordinator
2 - Operations
3 - Inside
Sales Associate
Three Promotions!
Thank you for
your attention
9 Golden Rules
Service Excellence in
Customer Service
Asking (??)
to Excellent Customer Service
How to Listen??
Being available
Eye contact
Attentive posture
-First impressions count and will affect the interaction. People make judgments in the first 30 second-
What to avoid...
Saying ‘I don’t know’ without offering an option
Saying you don’t know where a colleague is or saying they’re at lunch/ toilet/ gone for coffee etc
Leaving people on hold for a long time
Ignoring people if you’re busy
Treating people unequally
Full transcript