PowerPoint Presentation Content Slides Include: • Learning objectives for this presentation • Definition/s of customer service • Definition of customer service (2 points) • Etymology – customer (3 points) • Etymology – service (3 points) • Do’s and don’ts (3 slides) • Scenarios (6 slides) • Customers you want (6 slides) • Growth customers are (6 points) • Segmenting customers (15 points) • Steps to super service chart (13 steps) • Understanding the basics of effective customer service • Knowing customer wants and expectations • Essential do's and don'ts of customer service (14 points) • Types of customers and how to segment them (5 slides) • The four steps to achieving super service • What to say and addressing excuses (10+ slides) • Implementing a program and examining behaviors (10+ slides) • Seven practical steps to customer service • Tips to induce cooperation from your customer • Words and phrases to use and to avoid (32 points) • New ideas and realities to consider (5 points) • Program implementation (9 slides) • More ideas on how to improve customer service skills (9 points) • Performance standards (28 slides) • Tips on encouraging quality customer service (9 points) • Vital customer service action steps (16 points) • Increasing customer satisfaction (5 slides) • Customer satisfaction graphic • 7 practical steps chart (7 steps) • Gaining customers (6 points) • Regaining customers (7 points) • The top ten customer complaints • The five most common customer requests • Customer retention (15 points) • Actions steps (16 points)