Customer Service Excellence Training Presentation Outline

INSTRUCTIONS

For week’s 3 and 4, you will be utilizing a presentation software package to create a short training or informational presentation. The purpose of this project is to both develop and then highlight your skills with using presentation software. The presentation you prepare should be applicable to your existing business, church, or social organization. The instructions for the PowerPoint presentation are as follows:

Begin by choosing a project for which you have some familiarity and for which there may be a need at your current place of employment, church, or social organization. Make certain you have permission from your company or organization to create and publish this presentation with APUS. Choose a subject for your presentation that is of interest to you and for which you have some knowledge. Here are five possible ideas for projects, however, if you have a need within your organization, feel free to follow that track.

1. An overview presentation regarding a fundraiser you are proposing for an organization with which you are involved.

Step 1: Develop an outline for your PowerPoint presentation. If you would like your instructor to review your outline, send it by email and I will be glad to look it over and offer ideas for content and organization. An example of a presentation outline is as follows–be sure that your outline has 3 main points with examples under each main point.

• Company Overview: Primary products and/or services, markets served, company history, statistics on the company (these can be fictional if company policy does not allow the actual numbers of employees, sales, etc. to be published), locations. Include photos of the location, products, customers, maps of regions or locations of manufacturing, distribution, service, etc.
• Insert Photos of <services or products> into the slides look for company photos that you can get permission to use, or find art on the internet (see hyperlinks below
• An organizational chart of the management team by the major and minor departments in the location and a brief description of the departments
• A statement of major company policies (HEPA, Equal Employment, attendance, sick days, etc.)
• Explanation of benefits, pay periods, etc.
• Any additional information you believe important to a new employee

Consult at least 5 external sources to create the content for your presentation. Be sure to include a references slide.

Step 2: Choose a Theme, Font, and select the page designs for section-break slides, content slides, closing slides, etc.

Step 3: Insert content developed in Step 1 (the outline). Allow room in each slide for photos, graphs, tables, charts, etc.

Step 4: Insert photos, charts, tables, graphs, clipart, etc.

Step 5: Create notes at the bottom of each slide to use as guidelines for the presentation narrative you will add in step 7

Step 6: Add audio to the presentation. Use your notes at the bottom of each slide as a guideline for your narration. Consider using free software such as htttp://www.screencastomatic.com to record your presentation.

Step 7: Submit assignment 6 to the cloud AND submit your video link if applicable.

The slide presentation must include all of the following elements:

• A minimum of 20 and a maximum of 30 content slides (excluding section header or introduction slides)
• A slide background theme that benefits the presentation
• Slide numbers
• Strategically used photos, clip art, and/or graphics
• At least one table, one chart or graph, creative use of SmartArt, and one or more bullet lists
• An audio track where you narrate through each slide
• Transitions inserted for the final presentation
• A References slide with at least 5 sources cited

ANSWER

Customer Service Excellence Training Presentation Outline

Introduction

• Customer service is the assistance and advice a company provides to those who buy or use its products or services.
• Customer service is pivotal for business success, impacting satisfaction, loyalty, and retention.
• This presentation aims to enlighten you on the basics and importance of customer service.

Understanding Customer Expectations

• Customers seek respect, timely service, informative assistance, and value.
• Customers value the opportunity to seek clarification and receive accurate information about products or services.
• To receive service in a timely manner, whether by phone, in writing, or in person.
• Timeliness is crucial in meeting customer needs and expectations.

Service

• Service is intangible, emotional, and about delivering an exceptional experience.

Service Quality

• Service quality is not a one-size-fits-all concept; individuals often perceive it differently based on their unique preferences and expectations.
• Service quality varies; some perceive it subjectively, while others focus on value or rate it.

The Dimensions of Service Quality

• Trust, responsiveness, empathy, assurance, and tangibles are key dimensions.

Service Evaluation

• Customers compare prior expectations to actual quality, determining satisfaction levels.
• Customers assess the quality of service based on various elements such as responsiveness, reliability, empathy, assurance, and tangibles.
• These elements collectively contribute to the customer’s overall perception of the service experience.
• Levels of satisfaction are based on whether expectations were met, exceeded, or not met.

Service Winners

• Positive attitude, customer-centricity, and professionalism define service winners.
• Understanding reasons, such as perceived indifference, dissatisfaction, or competitor offers, is vital.

Types of Customer Service

• Reactive: Addressing complaints after they arise.
• Proactive: Anticipating needs and providing seamless service.

How to Exceed Expectations

• Transform ordinary experiences, prioritize customers, and embrace continuous improvement.
• Positive “can do” attitude and ongoing training are essential.

Handling Customer Complaints

• Maintain composure, listen actively, empathize, and employ de-escalation techniques.
• Providing reassurance and following up are crucial steps.

Problem-Solving Skills

• Systematically analyze issues, apply creative solutions, and seek win-win outcomes.
• Collaborative approaches ensure mutually beneficial solutions.

Product Knowledge

• Acquire comprehensive knowledge, stay updated, and provide accurate information.
• Utilize training resources and materials to enhance knowledge and consistency.

Technology and Customer Service

• Leverage technology, implement online support, and explore automation for efficiency.
• Continuously evaluate and integrate new technologies to meet evolving needs.

Measuring Customer Satisfaction

• Use KPIs, gather feedback, analyze data, and act on insights to enhance service.
• Customer feedback informs strategic decisions and service improvements.

Continuous Improvement

• Foster a culture of improvement, encourage feedback, and adapt to evolving needs.
• Iterative changes based on customer feedback drive service enhancements.

Teamwork and Collaboration

• Foster collaboration, share best practices, and recognize the importance of teamwork.
• Collaboration across departments ensures a seamless and consistent customer experience.

Conclusion

• Customer service is our foundation for success, and excellence is our standard.
• Let’s embody these principles in every interaction, ensuring exceptional service delivery.