Animated Sketch Presentation

The heart and soul of every successful business

eLearning: Customer Service

Customer Service

Record your response on the next slide.

Think about it: "What has been your best or worst experience as a customer?"

ViDEO

Focus on problem-solving

• identify the problem
• generate solutions and pick the best one
• ask for feedback

Customer Service Skills

Lead with empathy

• Identify with the customer's feelings
• Put yourself in their shoes

to remember

Let's Review

Know your company's products & services

• make it a priority to get to know about the products & services because customers will definitely ask about them!

Follow internal procedures

• be sure to follow your company's procedures
• May include discounts or free offers to "go the extra mile"

Practice Active Listening

• prepare yourself to listen
• focus on verbal/nonverbal language
• validate the speaker

Communicate clearly

• include small, encouraging comments
• wait to respond
• acknowledge their emotions

A diner at a restaurant finds their meal unsatisfactory. The manager approaches the table to apologize, offers a free meal, and personally ensures the kitchen prepares a new dish to the customer’s liking.

Read the scenario below:

What did you notice? Answer the question

Read and analyze

A customer in a clothing store asks for help finding a size. The sales associate dismissively responds that they are busy and does not offer any assistance, leaving the customer frustrated and ignored.

Read the scenario below:

What did you notice? Answer the question

Read and analyze

A customer at a pet store is looking for a specific type of food that is out of stock. The employee offers to order it for them and have it shipped directly to their home at no additional cost, making the customer feel cared for.

Read the scenario below:

What did you notice? Answer the question

Read and analyze

Genially

“To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” — Douglas Adams, author & entrepreneur

Instructions: drag the skill to the top of the matching list of characteristics

Follow company procedures

Know company products & services

Communicate clearly

Problem-solving

Lead with empathy

Active Listening

• make it a priority to get to know about the products & services because customers will definitely ask about them!

• be sure to follow your company's procedures
• May include discounts or free offers to "go the extra mile"

• include small, encouraging comments
• wait to respond
• acknowledge their emotions

• identify the problem
• generate solutions and pick the best one
• ask for feedback

• Identify with the customer's feelings
• Put yourself in their shoes

• prepare yourself to listen
• focus on verbal/nonverbal language
• validate the speaker

Thank you for making a difference!

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• Let the communication flow!

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Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:

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• Let the communication flow!

Got an idea?

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Got an idea?

Use this space to add awesome interactivity. Include text, images, videos, tables, PDFs... even interactive questions! Premium tip: Get information on how your audience interacts with your creation:

• Visit the Analytics settings;
• Activate user tracking;
• Let the communication flow!