Service Training & Development Manager

Сентябрь 15, 2022

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Service Training & Development Manager

Содержание

2. WHAT IS CUSTOMER SERVICE? Meeting needs and desires of any customer. To give without any reward,
3. WHY IS IT SO IMPORTANT? It adds value to a product and builds trust.
4. AGENDA Terminology 2. Customer Experience Cycle (CEC) 3. Our Values 4. Our Product 5. Service Algorithm
5. AGENDA 6. Wentrum Vision Statement 7. Pillars 8. Types of Customers 9. Customer’s Pains and Needs
6. TERMINOLOGY Secret Service – Obtaining customer intelligence and utilizing it to personalize their experience, leaving the
7. TERMINOLOGY Operational standards – Actions that team members must execute to assist in the efficiency of
8. TERMINOLOGY Above and beyond opportunities – random acts of heroism providing legendary service to the customer.
9. CUSTOMER EXPERIENCE CYCLE steps a customer goes through when ordering with us.
10. CUSTOMER EXPERIENCE CYCLE Order placement Payment/confirmation In progress (waiting) Done/Delivered Revision (possibly) Approved Feedback/Follow-up
11. WHAT SHOULD WE DO TO GET THE CUSTOMER BACK? make a price for a customer irrelevant
12. WHAT IS PRICELESS IN MASTERCARD?
13. WHAT IS PRICELESS FOR WENTRUM CUSTOMERS? Seeing your kid’s first step – priceless Throwing the graduation
14. WHAT DO WE REALLY SELL? Time Relief Peer respect Listening (free ears) Success Knowledge Opportunities Backup
15. WHAT IS VISION STATEMENT? Service vision statement helps each and every member of the Team to
16. EXAMPLES OF VISION STATEMENTS To create happiness by providing the finest in entertainment, to people of
17. EXAMPLES OF VISION STATEMENTS To inspire and nurture the human spirit – one person, one cup
18. WHAT IS NEEDED TO GET CUSTOMERS BACK AND SATISFY THEM? Strong and measurable Service Vision Statement.
19. WENTRUM SERVICE VISION STATEMENT To be the best backup! (for our clients, writers and each other)
20. HOW ARE WE THE BEST BACK-UP? PILLARS Excellent Performance Timely delivery; Originality; Meet client’s expectations; One-click
21. TYPES OF CLIENTS Applicants (As) Foreign students (F.S.) Native (local) students (N.S.) Working moms and dads
22. TYPES OF CLIENTS To enter College/University To be hired WOW Service ??? WOW Service ???
23. TYPES OF CLIENTS Looking for understanding Lack of knowledge They do not keep up with the
24. TYPES OF CLIENTS Just pass it. Do not bother them and deliver on time. WOW Service
25. NEW TYPE OF CLIENT Pains Needs 1. Disability/ health problems preventing from some type of assignment
26. TYPES OF WRITERS I Full-time / Part-time II Natives / ESL III Students Teachers / Professors
27. WRITER EXPERIENCE CYCLE
29. Скачать презентацию

Слайд 2

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

Слайд 3

WHY IS IT SO IMPORTANT?
It adds value to a product

and builds trust.

Слайд 4

AGENDA
Terminology
2. Customer Experience Cycle (CEC)
3. Our Values
4. Our Product
5. Service Algorithm

Слайд 5

AGENDA
6. Wentrum Vision Statement
7. Pillars
8. Types of Customers
9. Customer’s Pains and

Needs
10. Types of writers

Слайд 6

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.

Слайд 7

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.

Слайд 8

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.

Слайд 9

CUSTOMER EXPERIENCE CYCLE
steps a customer goes through when ordering with us.

Слайд 10

CUSTOMER EXPERIENCE CYCLE
Order placement
Payment/confirmation
In progress (waiting)
Done/Delivered
Revision (possibly)
Approved
Feedback/Follow-up

Слайд 11

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

Слайд 12

WHAT IS PRICELESS IN MASTERCARD?

Слайд 13

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

Слайд 14

WHAT DO WE REALLY SELL?
Time
Relief
Peer respect
Listening (free ears)
Success
Knowledge
Opportunities
Backup

Слайд 15

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

Слайд 16

EXAMPLES OF VISION STATEMENTS
To create happiness by providing the finest

in entertainment, to people of all ages, everywhere.

Слайд 17

EXAMPLES OF VISION STATEMENTS
To inspire and nurture the human spirit –

one person, one cup and one neighborhood at a time.

Слайд 18

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.

Слайд 19

WENTRUM SERVICE VISION STATEMENT
To be the best backup!
(for our clients, writers

and each other)

Слайд 20

HOW ARE WE THE BEST BACK-UP? PILLARS
Excellent
Performance
Timely delivery;
Originality;
Meet client’s expectations;
One-click order.
Building

Trust
Personalize;
Be empowered;
Be friendly;
Quick response;
Transparency.
Just DO MORE
Own it;
Moodmaker;
Be a part of a customer’s life;
Be proactive.

Слайд 21

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+)

Слайд 22

TYPES OF CLIENTS
To enter College/University
To be hired
WOW Service ???
WOW Service ???

Слайд 23

TYPES OF CLIENTS
Looking for understanding
Lack of knowledge
They do not keep up

with the society

WOW Service ???

Слайд 24

TYPES OF CLIENTS
Just pass it.
Do not bother them and deliver on

time.

WOW Service ???

Слайд 25

NEW TYPE OF CLIENT
Pains
Needs
1. Disability/ health problems preventing from

some type of assignment
2. lack of knowledge
3. Lack of time
4. Looking for acceptance

Assistance in gathering and comprehending the materials
get free time
3pass the class

WOW Service ???

Слайд 26

TYPES OF WRITERS
I
Full-time / Part-time
II
Natives / ESL
III
Students
Teachers / Professors
Retired professionals
Parents at

home
Group Accounts
Working people

Слайд 27

Service Training &amp; Development Manager

Содержание

WHAT IS CUSTOMER SERVICE?Meeting needs and desires of any customer.To give

WHY IS IT SO IMPORTANT? It adds value to a product

AGENDATerminology2. Customer Experience Cycle (CEC)3. Our Values4. Our Product5. Service Algorithm

AGENDA6. Wentrum Vision Statement7. Pillars8. Types of Customers9. Customer’s Pains and

TERMINOLOGYSecret Service – Obtaining customer intelligence and utilizing it to personalize

TERMINOLOGYOperational standards – Actions that team members must execute to assist

TERMINOLOGYAbove and beyond opportunities – random acts of heroism providing legendary

CUSTOMER EXPERIENCE CYCLEsteps a customer goes through when ordering with us.

CUSTOMER EXPERIENCE CYCLEOrder placementPayment/confirmationIn progress (waiting)Done/DeliveredRevision (possibly)ApprovedFeedback/Follow-up

WHAT SHOULD WE DO TO GET THE CUSTOMER BACK?make a price

WHAT IS PRICELESS IN MASTERCARD?

WHAT IS PRICELESS FOR WENTRUM CUSTOMERS? Seeing your kid’s first step –

WHAT DO WE REALLY SELL?TimeReliefPeer respectListening (free ears)SuccessKnowledgeOpportunitiesBackup

WHAT IS VISION STATEMENT?Service vision statement helps each and every member

EXAMPLES OF VISION STATEMENTS To create happiness by providing the finest

EXAMPLES OF VISION STATEMENTSTo inspire and nurture the human spirit –

WHAT IS NEEDED TO GET CUSTOMERS BACK AND SATISFY THEM? Strong and

WENTRUM SERVICE VISION STATEMENTTo be the best backup!(for our clients, writers

HOW ARE WE THE BEST BACK-UP? PILLARSExcellent PerformanceTimely delivery;Originality;Meet client’s expectations;One-click order.Building

TYPES OF CLIENTSApplicants (As)Foreign students (F.S.)Native (local) students (N.S.)Working moms and

TYPES OF CLIENTSTo enter College/UniversityTo be hiredWOW Service ???WOW Service ???

TYPES OF CLIENTSLooking for understandingLack of knowledgeThey do not keep up

TYPES OF CLIENTSJust pass it.Do not bother them and deliver on

NEW TYPE OF CLIENTPains Needs 1. Disability/ health problems preventing from

TYPES OF WRITERSIFull-time / Part-timeIINatives / ESLIIIStudentsTeachers / ProfessorsRetired professionalsParents at

WRITER EXPERIENCE CYCLE

Похожие презентации

Service Training & Development Manager

WHAT IS CUSTOMER SERVICE?
Meeting needs and desires of any customer.
To give

WHY IS IT SO IMPORTANT?
It adds value to a product

AGENDA
Terminology
2. Customer Experience Cycle (CEC)
3. Our Values
4. Our Product
5. Service Algorithm

AGENDA
6. Wentrum Vision Statement
7. Pillars
8. Types of Customers
9. Customer’s Pains and

TERMINOLOGY
Secret Service – Obtaining customer intelligence and utilizing it to personalize

TERMINOLOGY
Operational standards – Actions that team members must execute to assist

TERMINOLOGY
Above and beyond opportunities – random acts of heroism providing legendary

CUSTOMER EXPERIENCE CYCLE
steps a customer goes through when ordering with us.

CUSTOMER EXPERIENCE CYCLE
Order placement
Payment/confirmation
In progress (waiting)
Done/Delivered
Revision (possibly)
Approved
Feedback/Follow-up

WHAT SHOULD WE DO TO GET THE CUSTOMER BACK?
make a price

WHAT IS PRICELESS FOR WENTRUM CUSTOMERS?
Seeing your kid’s first step –

WHAT DO WE REALLY SELL?
Time
Relief
Peer respect
Listening (free ears)
Success
Knowledge
Opportunities
Backup

WHAT IS VISION STATEMENT?
Service vision statement helps
each and every member

EXAMPLES OF VISION STATEMENTS
To create happiness by providing the finest

EXAMPLES OF VISION STATEMENTS
To inspire and nurture the human spirit –

WHAT IS NEEDED TO GET CUSTOMERS BACK AND SATISFY THEM?
Strong and

WENTRUM SERVICE VISION STATEMENT
To be the best backup!
(for our clients, writers

HOW ARE WE THE BEST BACK-UP? PILLARS
Excellent
Performance
Timely delivery;
Originality;
Meet client’s expectations;
One-click order.
Building

TYPES OF CLIENTS
Applicants (As)
Foreign students (F.S.)
Native (local) students (N.S.)
Working moms and

TYPES OF CLIENTS
To enter College/University
To be hired
WOW Service ???
WOW Service ???

TYPES OF CLIENTS
Looking for understanding
Lack of knowledge
They do not keep up

TYPES OF CLIENTS
Just pass it.
Do not bother them and deliver on

NEW TYPE OF CLIENT
Pains
Needs
1. Disability/ health problems preventing from

TYPES OF WRITERS
I
Full-time / Part-time
II
Natives / ESL
III
Students
Teachers / Professors
Retired professionals
Parents at