The Power of Service
Scene 1 (0s)
FOOD The power to i rnprove customer experience The pov•er of your tone Of voice FOR THOUGHT The Power of Service is achievable through the pov.rer Of ail client and custorner interactions: The power of an eon nect•or• The power Of effective engager-nent to The i •sten •and power understand.
Scene 2 (5s)
The Experience. One of our key strategies is to focus on customer service experience and it is recognised as a market differentiator The question remains, how does our organization create a great customer service experience?.
Scene 3 (18s)
The Experience. TEACH A COURSE. 3. Customers Have More Options * Multiple Communication Channels * Ease of Access to Comparative Data The Experience must be Worth their Time Employee Engagement and Feedback Sessions Technology Must Be Maximized for On-Going & Real Time Feedback.
Scene 4 (35s)
The Tone. TEACH A COURSE. 4. YOUR TONE CAN BE HELPFUL CAN BE HURTFUL.
Scene 5 (57s)
The Tone. TEACH A COURSE. 5.
Scene 6 (3m 38s)
The Listening. TEACH A COURSE. 6. If you are thinking of your answer to the customer, you are not actively listening, instead you are listening to respond A Customers feel understood, served and truly heard when you listen to them actively Do not interrupt the customer Do not multi-task Ask the right questions to clarify your understanding Be fully engaged Active listening is a useful tool to pacify customers who are upset , frustrated and sometimes hostile. Empathizing with customers makes them feel truly understood and taken care of..
Scene 7 (4m 13s)
The Engagement. TEACH A COURSE. 7. Time waits for No One The customer Needs to See the Value Add to their and to their Family’s Personal Brand Customers first Buy what you are Saying Before they Buy what you are Selling The Power of Engagement Comes into Effect with Your Words Know Your Customer’s Personal Preferences * When * Where * Why * What * Who * How Regular Customer Surveys & Communications.
Scene 8 (4m 34s)
The Emotions. TEACH A COURSE. 8. Listen to Customer Stories Be Empathetic Embrace Diversity Respect Cultural Differences.
Scene 9 (4m 47s)
WOW. TEACH A COURSE. 9. The Power of Service keeps AF customers for life INA MIENIE.