Description
 

Boost your CX strategy with our Core CX Skills deck. Train employees to deliver excellent service to both external and internal customers, manage interactions effectively, and enhance overall satisfaction. Understand key elements of customer service and learn effective techniques and skills.

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This presentation dives deep into the critical aspects of customer service, emphasizing the importance of a proactive attitude and effective communication. It highlights the significance of understanding both the content and people parts of customer service, ensuring employees are well-versed in rules, policies, and the emotional intelligence required to handle various customer interactions. The document also includes practical exercises and real-world scenarios, such as the Pike Place Fish video, to illustrate key concepts. Equip your team with the skills to project confidence, handle complaints effectively, and maintain a positive service attitude, ultimately driving customer satisfaction and retention.

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Note: This training powerpoint includes exercises for individual and group discussions and role plays. 

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Learning Objectives​

 

1. To instill in customer service professionals the importance of providing excellent customer service

 

2. To equip customer service professionals with effective techniques and skills to provide excellent service

 

3. To manage and handle customer interactions and relationships

 

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Contents
 

1.  Introduction to Customer Service

2.  Key Elements of Customer Service

3.  Effective Techniques and Skills

4.  Dealing with Different Types of Customers

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You may also be interested in the following presentations

(sold separately):

1. Delivering Service Excellence

2. Customer Service Essentials

3. Service Recovery

4. Service Design

5. Design Thinking

6. Customer Journey Mapping

7. Value Proposition Canvas

8. Business Model Canvas

9. Change Management

10. Digital Transformation

11. Digital Customer Service