Have just downloaded the presentation. Have'nt gone trough it in detail but it appears to be pretty comprehensive at first glance. Lets see if I can add any value. With your permission may I add to your presentation if I find something with me and upload the same?
From India, New Delhi
Thanks for sharing this with us. A good presentation on customer service. One suggestion I have - May be you can add a tips to handle difficult customers and at the same time they understand what the other side is intending to say, without spoiling the relation.
Thank you very much.
From United States, Sylmar
I acknowledge the comments and appreciation by all of you.
Thank you very much.. your comments and appreciation have really motivated me a lot and I will keep up the good work going.. I have rolled the ball not it's all of us job to keep it rolling and not to let it stop...
So to add to the kinetic energy of the ball I have posted another PPT on email etiquettes as a share.. also let me know how did you find that one..
(the ppt is by the new post named PPT - Email Etiquettes in the Training Forum)
From India, Mumbai
the ppt on topic customer service.......and it was a nice extract.......a customer is very important for us and we r dependent on him....the presentation is very important during the training phase........so that they can realise the "importance of the customer and his role for a company"
plz come up with good articles with same spirit
From India, Vijayawada
Hi! I have seen ur presentation and I think Iit is good. A very clear message. Some suggestions:
How about less words and a few pictures to make the message more effective. Think abt it.
By the way Iam a vocational trainer by profession. iam therfore very interested in presentations and Iam informally conmductinmg a survey to find out what makes presentations effective?
From Oman, Muscat
I have been a irregular on this site. This was one of those days when I managed to go thro your ppt. First look very interesting and well laid out ppt. Thanks for helping me refresh some of my memories.
Your effort seems to tell me why customer service is important, and how internal customer orientation might be of help to exceeding the exteranal customer requirement.
On the other hand, I thought we could have added some aspects on behavior related stuff such as interpersonal negotiation to yes, in order to overcome internal barriers / conflicts in the interest of customer service.
I thought there were some scope for examples as well.
Trust my perspectives help.
Rgds - Sairamesh
From India, Bangalore
I felt that the content on some of the slides is a bit on the higher side, to be comfortable to the eyes of the audience. Probably we can consider splitting up of a few slides into smaller content clusters.
Overall, the PPT is a great compile, which can readily be used even by a novice trainer in the CS industry!!
Cheers, keep up the good work!!!
From India, Bangalore
As I am developing a C/S framework for my new hospital, I discovered your slides while browsing through C/S-related topics. I could use this off the shelve when I decide to train new staff and am time challenged to develop a deck of my own. You had put in a lot of efforts to put it together and it is a commendable effort.
My little reservation and concern I had organised/attended vendor programs which included similar concepts during my 10-year stint in local and regional HRD Department in my previous organization. I am still working with at least 2 of these vendors. I would like to avoid them thinking that I had taken anything out from their program design as many C/S concepts are similar.
We all recognize that we have our own capabilities in developing a C/S program and it is hard to avoid from making it seem like we had adopted from somewhere even if it was from our own understanding/experience/creativity/research and knowledge.
I would like to use most of your slides and build on from there when I am ready to deploy our C/S programs.
From Malaysia, Kuala Lumpur
That was a real good presentation on Customer Service, which provides details on even how to identify the customers. Good job....
Sure will be useful for most of the members of this forum.
Thanks for sharing this.
From India, Tiruchchirappalli
I appreciate your effort in putting your thoughts together to make a wonderful presentation and sharing with fellow members.
I have gone thru' the PPT and impressed the way it is made.
We are doing a program for Retail guys on Customer Service Excellence and I really liked some of the slides and with your permission, i would like to use it in my PPT and lecture
Appreciate if you can share any more PPTs / inputs on these lines
You can reply to my yahoo id: . Lets stay in touch
Thanks and Regards
Shyam S Mantha
From India, Hyderabad
Great PPT. The content and the flow is great.
Some quick suggestions:
Add some visual images/ effects to the text (helps in breaking the monotony)
Add source of Data (Makes is more credible)
For E.g: Slide 22 - Surprised
The data is based on research conducted by Michael LeBoeuf for writing "How to Win Customers and Keep Them for Life".
All in All, Very Engaging.
Keep up the good work!
From India, New Delhi
The presentation slides are informative, however i have a suggestion with regards to the flow of slides / program. The presentation flow should be based on the design.
Some suggestions are Slides on Business / Market Trends, Branding, Customer Retention / Brand Loyalty statistics to generate discussions that will ultimately focus on Customer.
Looking at expectations from Shared Services is another aspect of culling out Internal Customer benchmarks. The inputs then could be channeled to customer service, customer care, customer delight and customer life time value.
The customer charter of rights or the concept of SLAs and case studies on how mystery shopping statistics have revealed the impact of customer or after sales service could also be highlighted.
From United Arab Emirates, Sharjah
Thank you. The ppt is very well done...
I may rearrange as required but use it I will!
Have a GR8 day.
Have you heard of TTI? They have come up with time tested assessment tools. Many reports can be generated out of each tool,such as Customer service ,sales, Talent assessment etc. We are following one which reports
1. How a person behaves.
2. Why He/She behaves like that
3.His /her Competencies.
The tests are evolved by TTI. This is proving effective. When large numbers are involved the price is reduced considerably.
Incidently TTI happens to be the first company to develope and introduce computerized and personalized reports.
Interestingly enough they are conducting a program, first time in Chennai.
Course name:CPBA- Certified Professional Behavioural Analyst
Venue & Date: Le Royal Meridien, Chennai. 3Rd & 4Th August '07
Cost: 12,000 + taxes for 1 and 10,000 for two or more.
This has been found very useful by Trainers, HR personnel in many fields,
Recruiters, Heads of institutions. I would request you to contact me for any clarifications Sujatha-98408 54301. Do inform people who will benefit form this program.Read the attachment regarding details of Course & Cost.
TTI-Target Training International.LTD.
From India, Bhilai
Its a wonderful work from you and your effort is really commendable. Let it be helpful to all...
I request everyone to atleast give feedback about the material you download as it'll be of great help for the person posting it to make necessary changes if required any for future postings.
From India, Madras
I would be soon posting some equally good material, once I get settled with my own tasks..
Thanks once again
From India, Mumbai