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Слайды и текст этой презентации

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Day 1: oRIENTATION Service Training & Development Manager: Keira veronika.zhyshko@wentrum.com

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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

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WHY is it so important? It adds value to a product and builds trust.

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

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Agenda 6. Wentrum Vision Statement 7. Pillars 8. Types of Customers 9. Customer’s Pains and Needs 10. Types of writers

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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.

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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.

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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.

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Customer experience cycle steps a customer goes through when ordering with us.

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Customer experience cycle

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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

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What is priceless in mastercard?

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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

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What do we really sell? Time Relief Peer respect Listening (free ears) Success Knowledge Opportunities Backup

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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

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Examples of vision statements

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EXAMPLES OF VISION STATEMENTS

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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.

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

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How are we the best back-up? Pillars

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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+)

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Types of clients

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Types of clients

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Types of clients

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New Type of client

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Types of writers I Full-time / Part-time II Natives / ESL III Students Teachers / Professors Retired professionals Parents at home Group Accounts Working people