Презентация Service Training & Development Manager онлайн
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- Тип файла:ppt / pptx (powerpoint)
- Всего слайдов:28 слайдов
- Для класса:1,2,3,4,5,6,7,8,9,10,11
- Размер файла:13.34 MB
- Просмотров:74
- Скачиваний:0
- Автор:неизвестен
Слайды и текст к этой презентации:
№1 слайд
Содержание слайда: Day 1: oRIENTATION
Service Training & Development Manager: Keira
veronika.zhyshko@wentrum.com
№2 слайд
Содержание слайда: What is customer service?
Meeting needs and desires of any customer.
To give without any reward, or any notice.
Customers may forget what you said but they'll never forget how you made them feel
№3 слайд
Содержание слайда: WHY is it so important?
It adds value to a product and builds trust.
№4 слайд
Содержание слайда: Agenda
Terminology
2. Customer Experience Cycle (CEC)
3. Our Values
4. Our Product
5. Service Algorithm
№5 слайд
Содержание слайда: Agenda
6. Wentrum Vision Statement
7. Pillars
8. Types of Customers
9. Customer’s Pains and Needs
10. Types of writers
№6 слайд
Содержание слайда: Terminology
Secret Service – Obtaining customer intelligence and utilizing it to personalize their experience, leaving the customer to ask themselves: “How’d they do that? How’d they know that?”
Customer Intelligence – Customer data (i.e. buying habits, purchasing history, personal preferences).
Customer Experience Cycle (CEC) – the traditional points of contact / interaction the customer will encounter when doing business with you.
Nonnegotiable standards – our promise to our customers, the minimal experience that team members absolutely must deliver, regardless of the circumstances.
№7 слайд
Содержание слайда: Terminology
Operational standards – Actions that team members must execute to assist in the efficiency of the day-to-day transactions with our customers. They are unnoticeable to customers and are not the reason customers return.
Experiential standards – such an experience that makes customers say “WOW,” a delightful surprise that the majority of your competitors do not provide. It is the reason why our customers return, refer others and become brand evangelists.
№8 слайд
Содержание слайда: Terminology
Above and beyond opportunities – random acts of heroism providing legendary service to the customer.
8. Zero Risk – a customer has no risk in doing business with your company because you have service recovery protocols. Regardless of any circumstances, in the end the customer knows your company always make sure they are happy.
№9 слайд
Содержание слайда: Customer experience cycle
steps a customer goes through when ordering with us.
№10 слайд
Содержание слайда: Customer experience cycle
№11 слайд
Содержание слайда: What should we do to get the customer back?
make a price for a customer irrelevant so that
the client does not even want to know about the product’s price in
your competitors as your services are priceless
№12 слайд
Содержание слайда: What is priceless in mastercard?
№13 слайд
Содержание слайда: What is priceless for wentrum customers?
Seeing your kid’s first step – priceless
Throwing the graduation cap in the air – priceless
Saving people’s lives – priceless
Making best friends for life – priceless
Wearing Oxford t-shirt – priceless
Time to finally take that girl out – priceless
№14 слайд
Содержание слайда: What do we really sell?
Time
Relief
Peer respect
Listening (free ears)
Success
Knowledge
Opportunities
Backup
№15 слайд
Содержание слайда: What is vision statement?
Service vision statement helps
each and every member of the Team
to provide a high-quality service and be on the same page
№16 слайд
Содержание слайда: Examples of vision statements
№17 слайд
Содержание слайда: EXAMPLES OF VISION STATEMENTS
№18 слайд
Содержание слайда: WHAT IS NEEDED TO GET CUSTOMERS BACK AND SATISFY THEM?
Strong and measurable Service Vision Statement.
Know how to implement SVS properly – have all tools on hand.
Aim at providing customers with high-quality products by assisting our partners in the best and fastest way possible.
№19 слайд
Содержание слайда: WENTRUM SERVICE VISION STATEMENT
To be the best backup!
(for our clients, writers and each other)
№20 слайд
Содержание слайда: How are we the best back-up?
Pillars
№21 слайд
Содержание слайда: Types of clients
Applicants (As)
Foreign students (F.S.)
Native (local) students (N.S.)
Working moms and dads (W.M)
Parents ordering for kids (P4K)
Military (M)
Businessmen (B)
45+ (50+)
№22 слайд
Содержание слайда: Types of clients
№23 слайд
Содержание слайда: Types of clients
№24 слайд
Содержание слайда: Types of clients
№25 слайд
Содержание слайда: New Type of client
№26 слайд
Содержание слайда: Types of writers
I
Full-time / Part-time
II
Natives / ESL
III
Students
Teachers / Professors
Retired professionals
Parents at home
Group Accounts
Working people
№27 слайд
Содержание слайда: Writer experience cycle
№28 слайд
Содержание слайда: Thanks for attention and active participation!
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