1. GRAND CINEMAS REGIONAL TRAINING DEPARTMENT REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

2. REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

3. Customer Service - 2010 Describe the point behind this video and the message intended to deliver. The Message and the Point are: “ALWAYS EXCEED YOUR CUSTOMER EXPECTATION” “A CUSTOMER REMAINS A CUSTOMER TILL HIS/HER JOURNEY ENDS” REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

4. Customer Service - 2010 OPEN DISCUSSION REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

5. Customer Service - 2010 WELCOME TO THIS TRAINING SESSION REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

6. Customer Service - 2010 TRAINING OBJECTIVES Learn to identify and analyze customer needs and problems. Recognize the most common reasons for customer complaints. Discover techniques to cultivate and maintain special customer relationships. Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems. Identify specific problems in your customer service program and apply treatment. REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

7. Customer Service - 2010 CHALLENGE Write a One Sentence Definition of CUSTOMER SERVICE. REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

9. Was the service provided over the phone or in person?

10. How did the customer service representative respond to your request, inquiry or problem?

11. If you felt the service was excellent, describe what made it so good.

12. If you felt the service was exceptionally poor, describe what made it that way.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

14. Think of one of more ways to counter each excuse.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

16. I don't get paid to be nice. I am measured by my productivity and accuracy.

17. How can we do a good job if the computer is always down?

18. Every customer is totally bonkers today.

19. I can't deal with people who do not show me respect.

20. How can we do a good job if the other departments do not provide the back-up we need?

21. I am having a bad day.

22. People are basically stupid.

23. I am always too busy.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

25. 3% move away.

26. 5% develop other relationships.

27. 9% leave for competitive reasons.

28. 14% are dissatisfied with product or service.

29. 68% leave because of rude or discourteous service.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

31. Customer Sensitivity.

32. Decisiveness.

33. Energy.

34. Flexibility.

35. Follow-up.

36. Impact.

37. Initiative.

38. Integrity.

39. Job Knowledge.

40. Judgment.

41. Motivation To Serve.

42. Persuasiveness/Sales.

43. Planning.

44. Resilience.

45. Situation Analysis.

46. Work Standards.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

47. Customer Service - 2010 Did you Know?! CYCLE OF WORK IN ORDER TO REDUCE COST, STATE WHICH OF THESE DEPARTMENTS CAN BE REMOVED WITHOUT EFFECTING THE BUSINESS REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

49. . . . Value me.

50. . . . Help me.

51. . . . Listen to me.

52. . . . Invite me back.REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

53. Customer Service - 2010 SO! WHICH TYPE OF EMPLOYEES ARE YOU? REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010

54. Customer Service - 2010 THANK YOU FOR YOUR ATTENTION REGIONAL TRAINING DEPARTMENT “AT YOUR SERVICE” All Statistics, information and figures are upon studies made by the Customer Care Institute – Atlanta, U.S.A http://www.customercare.com/ REGIONAL TRAINING DEPARTMENT CUSTOMER SERVICE - 2010