Animated Sketch Presentation

eLearning: Customer Service

Customer Service

The heart and soul of every successful business

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

Record your response on the next slide.

ViDEO

Customer Service Skills

to remember

Let's Review

Practice Active Listening

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

Lead with empathy

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

Focus on problem-solving

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

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!

Communicate clearly

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

Follow internal procedures

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

Read and analyze

Read the scenario below:

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.

What did you notice? Answer the question

Read and analyze

Read the scenario below:

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.

What did you notice? Answer the question

Read and analyze

Read the scenario below:

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.

What did you notice? Answer the question

“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

Genially

Know company products & services

Follow company procedures

Communicate clearly

Problem-solving

Active Listening

Lead with empathy

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

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

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

• 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

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

Thank you for making a difference!

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