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99261

Actions & Attitudes: Providing Extraordinary Retail Service Course

This retail service course follows our host through his day as he travels to a clothing store, a sporting goods store, a stereo store, a flower shop and a hardware store. During his journey he also has telephone service experiences with his doctor and with the cable company. Both good and bad examples of retail customer service are presented as our host proceeds through his day. This course has 4 parts. PART ONE Making Your Customers Feel Welcome  Think of each customer as an invited guest  Personally welcome each visitor to your store Use a simple and natural greeting  Treat the customer like YOU would like to be treated  PART TWO Giving Your Undivided Attention  Make people feel important – like they matter to you!  Stop what you’re doing and help the customer  Nothing is more important than focusing on a customer  PART THREE Going the Extra Mile “Is there anything else I can do?”  Follow through on all your promises  Find out what you can REALLY do to help the customer  PART FOUR Showing You Appreciate Your Customer’s Business Say, “Thank you!”  Encourage your customers to tell their friends about you  Invite the customer back to the store

Visited 111 times
$19.95
84303

Service Recovery (Course)

This is a 66-slide PowerPoint. When things go wrong, customer expectations tend to drop while fear and anger rise. Many service providers tend to avoid the issue, hiding from the damage, minimizing cost and shifting the blame to others. With the right approach and understanding, you can regain customer satisfaction and loyalty and make your organization even stronger. In this training powerpoint, you can educate customer service employees or new hires on the key concepts and principles of service recovery, learn how to handle difficult customers and acquire the five-step service recovery skill.  LEARNING OBJECTIVES 1. Understand the key concepts of service recovery 2. Understand the principles of effective service recovery systems 3. Understand why problems are opportunities 4. Acquire knowledge on how to make it easy for customers to complain 5. Acquire knowledge on how to handle difficult customers 6. Apply the five steps of service recovery skill CONTENTS 1. Introduction to Service Recovery 2. Principles of Effective Service Recovery Systems 3. Problems are Opportunities 4. Making it Easy for Customers to Complain 5. Handling Difficult Customers 6. Five Steps of Service Recovery In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Basics * Customer Service Essentials * Delivering Service Excellence * Service Excellence Models

Visited 38 times
$39.00
84302

Service Excellence Models (Course)

This is a 143-slide PowerPoint. This presentation is a collection of PowerPoint diagrams and templates used to convey 28 different Service Excellence frameworks and models. (Please note that these are diagrams and charts that are to be used in your own business or classroom presentations. These are not instructional slides.) INCLUDED MODELS/FRAMEWORKS: 1. Five Phases of Design Thinking 2. Business Model Canvas 3. Customer Journey Mapping 4. Empathy Map 5. Four Moments of Truth 6. Net Promoter Score (NPS) 7. 6P's of Marketing Mix 8. Keller's Customer-Based Brand Equity Model 8. Kano Model 10. Kaufman's Six Levels of Customer Service 11. Ladder of Loyalty 12. Apostle Model (Satisfaction-Loyalty Matrix) 13. Importance-Performance Matrix 14. Profitability-Loyalty Matrix 15. RATER Model 16. SERVQUAL Model 17. Five Steps of Service Recovery 18. The International Standard for Service Excellence (TISSE2012) 19. Five Principles of Lean 20. APQC Benchmarking Methodology 21. Root Cause Analysis 22. ADKAR Model 23. Kotter's Eight Phases of Change 24. McKinsey's 7S Framework 25. COPC-2000 26. Baldrige Excellence Model 27. EFQM Excellence Model 28. Australian Business Excellence Framework

Visited 34 times
$49.00
84171

Delivering Service Excellence (Course)

This is a 112-slide PowerPoint. Every organization depends on customer service. Due to rising customer expectations, delivering excellent service is no longer a choice but a necessity. When you equip your frontline staff with the skills to create a quality experience for your customers, you differentiate your organization from the competition, enhance customer satisfaction and your organization's image. In this customer service powerpoint, you teach your staff to manage emotions and deliver professional and personalized service. It includes the techniques and skills to: a) Find out and respond to each customer's needs and expectations; b) Reduce customer's negative feelings; c) Heighten customer's positive feelings towards your organization; d) Satisfy customers in difficult conditions; and e) Apply the five A's of service recovery. CONTENTS: 1. Introduction to delivering service excellence 2. Managing myself 3. Identifying customer condition and establishing rapport 4. Determining customer needs and expectations 5. Effective communication techniques 6. Meeting and exceeding customer needs and expectations 7. Satisfying customers in comfortable and difficult conditions In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Basics * Customer Service Essentials * Service Recovery * Service Excellence Models

Visited 53 times
$59.00
84169

Customer Service Essentials (Course)

Customer service is about how a company deals with its customers before, during and after a purchase of a product or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.  In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.  LEARNING OBJECTIVES: 1. To instill in customer service professionals the importance of providing excellent customer service 2. To equip customer service professionals with effective techniques and skills to provide excellent service 3. To manage and handle customer interactions and relationships CONTENTS: 1. Introduction to Customer Service 2. Key Elements of Customer Service 3. Effective Techniques and Skills 4. Dealing with Different Types of Customers This training powerpoint includes exercises for individual and group discussions and role plays.  In addition to this training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Basics * Delivering Service Excellence * Service Recovery * Service Excellence Models  

Visited 140 times
$49.00
84168

Customer Service Basics (Course)

This is a 23-slide PowerPoint. Customer service is about how a company deals with its consumers before, during and after a purchase of a product or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.  In this simple training powerpoint, you can quickly educate employees or new hires who are new to their role as a customer service provider. This module serves as a foundation for you as a service provider to build on more advanced customer service knowledge, techniques and skills.  LEARNING OBJECTIVE To understand the basics of customer service CONTENTS 1. The ABCs of Customer Service A - Attitude B - Business knowledge C - Customer-oriented 2. The 123s of Customer Service Deal with 1 customer at a time Customer service is a 2-way exchange Solve or identify issue in 3 minutes (or less) In addition to this basic training presentation, you may also be interested in the following powerpoints on customer service (sold separately): * Customer Service Essentials * Delivering Service Excellence * Service Recovery * Service Excellence Models

Visited 187 times
$39.00
77827

Award Winning Telephone Criteria PT2 Course

In part two of this course there are five criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact center. Areas covered in both parts of this course include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.

Visited 73 times
$9.50
77826

Award Winning Telephone Criteria PT1 Course

In part one of this course there are five criteria focused on in this module that will help give you a leading edge in telephone skills. This is particularly useful if you are in a contact center. Areas covered in both parts of this course include: call greeting, professionalism, adding value to the customer, listening skills, questioning skills, attitude, call control, knowledge of product or service, call conclusion and any sales awareness opportunities.

Visited 103 times
$9.50
77823

Answering the telephone Course

In this 10 minute video module, you will learn how to answer a telephone call professionally. We explain the standards for call greetings and key components of how to welcome callers in a professional manner including how to identify your customer properly.

Visited 98 times
$9.50
76447

Customer Service Excellence Video Module Course

In this 10 minute interactive video module we will show you why customer service is fundamental in providing the best experience for your customers. In this video module we explain ways to ensure top level service is provided and tips and techniques for doing so. Use this targetted video module as a great upskilling tool or ongoing refreshers whenever and wherever they are needed.

Visited 139 times
$9.50
29861

Coaching for Superior Employee Performance - Techniques for Supervisors Course

This course will take approximately 27 minutes to complete. The main objective of this session is to discuss coaching and why it is an important part of your job. By the time the session is over, you should be able to recognize the benefits of coaching, identify the role of the coach, understand the techniques involved in successful coaching, and use coaching effectively to improve employee performance and help employees grow and develop.

Visited 1,845 times
$23.00
25344

Maintaining A Positive Attitude Course

This course will take approximately 19 minutes to complete. The main objective of this online training course is to suggest ways representatives can maintain a positive attitude to improve the customer experience. At the end of this training session trainees will be able to recognize the value of a positive attitude, understand how to maintain a positive attitude, cooperate with co-workers to create positive experiences for customers, and demonstrate a positive attitude every day on the job.

Visited 2,226 times
$23.00