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

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Camden's Customer Service Training

Living Excellence
by

Chelsea Isaacson

on 8 November 2016

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Camden's Customer Service Training

Camden University Presents: Customer Service
Customer Service
Service Distinctly Camden:
Agenda

1. Who are our customers?
2. Proactive customer service
3. Retroactive customer service

Criteria/ Satisfaction
Manual 2
Customer Expectations

Think/Pair/Share

Magic Moments
What are the 5 steps to delivering great customer service?
Who is the customer?
Internal=fellow employees
L.A.S.T.
Use your best judgment
Keep renewing year after year
Use our procedures and processes
Ask for complaints
Under-promise, over-deliver
Provide around the clock service
Create positive, lasting first impressions
Be courteous
When the customer asks, find a way
Their Behavior
Your reaction
Your reaction
Their Behavior
How many of you purchase from a company with lower expectations? Why?
"The Guest"
External=non employee
Fun Facts!
Service Recovery Process
That's a RAP
P: Perform first step
Excellence at Every Point of Contact
How can we Exceed Them?
Moments of Misery
The Commitment
What does the customer expect from you as a Camden Representative?
What are some opportunities for you to go above and beyond?
Is there anything you do now?
The average company loses about _____% of its customers each year due to poor service.
Of the _____ who don't complain, _____will not return.
For every customer who complains, there are ______ dissatisfied others who say nothing!


26
20
24
26
5. Invite them back
4. Thank them
3. Take care of their needs
2. Use their name
1. Welcome them
Pg 2
Pg 3
*You were the customer*
R: Reflect
A: Action steps
Pricing is _____-_____
not _____-______
Under _____
Over ______
An
INTERNAL CUSTOMER CHAIN working to provide goods and services to the
EXTERNAL customer
Service Sequence
Empathy
The customer does not care what you know, until they know _____ _____
Interest
Flexibility
Problem-Solving
Tell me about a time when you have felt frustrated by trying to meet the needs of both the customer and the company
1.
If you had a time machine that would work only once, what point in the
future or in history would you visit?

2.
If you could talk to any one person now living, who would it be and why?

3.
If you HAD to give up one of your senses (hearing, seeing, feeling, smelling, tasting) which would it be and why?

4.
If you were an animal, what would you be and why?

5.
What sort of exotic/non-domestic pet would you get if you could?

6.
Name one song you cannot help but sing at the top of your lungs when you hear it.
Ice Breaker
The internal customer chain is the _____-____ relationship among internal customers
Sometimes you are the _______
Sometimes you are the _______
_______ to a coworker
promise
deliver
Name

Major- Degree Program

If you could be an animal, what would it be?
Ice Breaker
When you hear this song, you cannot help but sing aloud.
If you were to pick your favorite place to eat in town, what and where?
If you were a car, what would you be?
Residents
Prospects
Vendors
Local Businesses
Shareholders
Potential investors
Me
Supervisor
Regional offices
communities
support staff
WALL OF AWESOME
Share:
Ask for complaints How??
#CamdenU
@camdenliving
Coming Soon...
product driven
service driven
provider
service
two way
comfortable
employees
problem
win
lose
time effort money
Keeping them
Welcome them
Deliver service
without
a request

you care
Use the L.A.S.T. technique!
Be sure not to use words like NO or NOT.
internal customer chain

external
customer
L.A.S.T.
Apologize
Service Recovery Process
Listen
Solve
Thank
3 Steps to solving a situation:
1.
P
romise
2.
A
sk for info
Watch video
and
Fill-in-the-blanks on page 4
What is a task you do every day? Who helps you perform that task?
Must have at least 4 links to your chain!
Non employees who are interested in and buy the product/services Camden offers.
Fellow employee who rely on you for services, product, and information that they need to successfully do their jobs within Camden.

http://inside.camdenliving.com/sites/Videos/SitePages/MyTraining.aspx
What is Camden's Mission Statement?

What does it mean?
Guided by our values, we are committed to being the best multi-family company by providing living excellence to our customers
What is the Brand Promise?
We promise exemplary levels of customer service and great management, which can only come from an organization that listens to and understands the needs of each customer.
After Buying-In the customer expects.....
The service to _____ for them.
If it doesn't work, you'll ___ it.
If it can't be fixed, you'll do __________ _________ for them.
work
fix
something different
7 of 10
60-70%
5-20%
6 times
x10
10 times
two-thirds
55%
73%
http://www.superteachertools.com/jeopardy/usergames/Aug201333/game1376421746.php
Jeopardy!
Use their name
Take care of their needs
Thank them
Invite them back
3.
T
ake Action
Full transcript