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How to create an effective customer service presentation (+design tips)
Customer service is one of the most crucial elements of any business. You can have the best product or offer the lowest price, but if your customer service is subpar, it will be challenging to develop and thrive in a competitive landscape. On the other hand, excellent customer service can enhance your brand’s reputation, keep current clients happy, and help attract new ones through referrals.
This is where customer service training becomes a key strategy. And what better way to walk your team members through their responsibilities than with a customer service PowerPoint presentation? Let’s now break down the importance of this type of presentation and how it can help set your business up for success.
What’s a customer service training presentation?
Customer service PPT is a means of educating employees on the principles and best practices of effective customer service. It usually includes slides and visuals that explain how to handle difficult situations or client questions through calls, emails, or face-to-face interactions and explain the importance of good customer service.
Benefits of a customer experience presentation
A thorough understanding of client service expectations and guidelines can set your business up for success in various ways, including:
- More qualified customer support agents
The main purpose of customer service presentations is to train staff members who will be providing service to clients. When properly trained, your employees can complete their responsibilities to company standards and deliver exceptional service to your clients.
- Effective service for your clients
If a customer has a problem and needs someone to listen and help resolve it, but your support team lacks customer service training, it can lead to various issues, including losing them as a customer. On the contrary, when clients receive quality service from your employees across all channels, they feel valued and are more likely to come back or recommend your product or service to someone else.
- Improved brand reputation
Reviews from customers, whether on Facebook, TikTok, Twitter, Google, or sites like Sitejabber and Trustpilot, can have both a positive and a negative impact on your business. That’s why putting your customers first and providing excellent service to them can help build a strong reputation and establish your company as an industry leader.
What to put in your presentation on customer service
According to top experts at our PowerPoint design company , your slides have to touch upon the following topics:
- Conflict resolution best practices
- Product/service knowledge
- Communication styles
- Most common customer issues
- Reasons for customer complaints
- Understanding who has authority for specific tasks
- Approaches to building relationships with clients
- Ways to measure success
Here are some key components of a well-crafted PPT presentation on customer service:
- Introduction: An explanation of why customer service is important and how it affects the business.
- Company values & mission: How customer service connects with what the company believes in and aims to achieve.
- Customer service standards: Guidelines on how employees should act when interacting with customers.
- Communication skills: Tips and techniques for effective verbal and non-verbal communication.
- Customer experience: Ways to improve customer service quality and go beyond what they expect.
- Problem-solving: Top methods for resolving clients’ issues and dealing with common complaints.
- Role-playing scenarios: Examples and role-playing activities to help employees practice and get better at customer service.
- Performance metrics: Ways to measure customer service performance and why reacting to feedback is essential.
- Q&A session: An opportunity for employees to ask questions and discuss their concerns or uncertainties.
Now that you know the fundamentals, let’s move on to the top tips for creating an effective PowerPoint customer service presentation.
Expert tips to make your client service presentation more engaging
Creating an engaging presentation on customer services is not easy. If you want your employees to be interested and willing to do what you ask them to, you have to prepare your presentation very carefully and learn how to deliver it in the best way possible. The tips below will help you create slides that catch and hold your employees’ interest so they can engage with the material more effectively and retain the key information faster.
1. Start with a strong opening
This can be anything from a relevant story, statistic, question, or captivating anecdote. Remember, your goal is to hook the audience right from the start.
2. Keep your presentation simple and clear
Organize your thoughts logically, with an introduction, key points, and a solid conclusion. Avoid cluttered slides and complex jargon. Each slide should convey one main idea.
3. Select a consistent color palette and design structure
These should complement your message and branding, not compete with it. Ensure readability by harmonizing colors and employing suitable design elements to emphasize important content.
4. Keep your content concise
You can utilize bullet points, bold text, short phrases, or keywords to convey your message. However, avoid long paragraphs or any unnecessary data on slides.
5. Use visuals
Where appropriate, incorporate engaging images and informative charts to visually represent data and concepts. Remember, visual aids can make complex information more digestible and your presentation more interesting.
6. Include real-life examples
These can be case studies, customer stories, or any other examples your employees can relate to. This way, you’ll make your presentation easier to understand.
7. Engage your audience
Incorporate interactive elements like polls into your presentation. This way, you’ll encourage participation and keep your employees engaged.
8. End with a strong conclusion
Summarize the main points and give the audience a clear call to action. You can also add a memorable closing statement or a quote to reinforce your message.
9. Prepare handouts or resources
Provide handouts, cheat sheets, or additional resources for your employees to take away. This will offer reference material and help them further retain the information presented.
10. Polish your presentation
As the presentation day approaches, give your slides a final look. Review your talking points and make any final tweaks.
- Choose a sans-serif font, such as Helvetica or Arial. Fonts like Palatino and Times New Roman can be harder to read at times.
- Never use a font size of less than 24 points.
- All your headlines should have the same font.
- Use bold and different sizes of fonts for subheadings and captions.
- Every screen should have a clear label. For the title, choose a larger font (35–45 points) or a different color.
- Don’t use more than four fonts in your presentation.
- Choose larger fonts to indicate importance.
- Use different sizes, colors, and styles (e.g., bold) for impact.
- Don’t use too many punctuation marks.
- Avoid italicized fonts and long sentences.
- Refrain from using all caps (except for titles).
- Add a maximum of 6-8 words per line.
- Use the 6 x 6 Rule: one thought or 6 words per line and 6 lines per slide max.
- Either use light text on a dark background or dark text on a light background. However, light backgrounds are preferable.
- Put page numbers and other repeating elements in the same location on each slide.
- Don’t put too many colors on one screen.
- Use no more than four different colors on a single chart.
- Check colors on a projection screen before the presentation, as they can project differently than on your monitor.
Design and graphical elements
- Before designing your presentation, look for customer service presentation ideas online.
- Standardize styles, positions, and colors.
- Keep the details to a minimum and only include essential information.
- Use colors that complement and contrast.
- Keep the presentation background consistent.
- Use a single style for bullets throughout the slide.
- Use one or two large images instead of lots of small ones.
- Make all images the same size when appropriate.
- Arrange images horizontally or vertically.
- Use the same border for all slides.
- Keep the design uncluttered. Leave empty space around graphical images and text.
- Use quality clipart that relates to the slide’s topic.
- Use graphical images of the same style throughout the presentation.
- Use image repetition to reinforce the message.
Remember, a great customer service presentation comprises relevant information, product knowledge, and company-specific employee guidelines, so plan carefully.
If you require professional assistance with your customer service slides, the certified design experts at SlidePeak are here to help. Our dedicated team can tailor a fully editable customer service PowerPoint template for your company and employees so you can easily customize and update it as needed. Google Slides design experts are also available!
All initial consultations are free of charge and confidential, with no obligation to continue. Call now or fill out our online form, and we’ll get back to you in under 15 minutes!
#ezw_tco-2 .ez-toc-widget-container ul.ez-toc-list li.active::before { background-color: #ededed; } Table of contents
- Presenting techniques
- 50 tips on how to improve PowerPoint presentations in 2022-2023 [Updated]
- Present financial information visually in PowerPoint to drive results
- Keynote VS PowerPoint
- How to present a research paper in PPT: best practices
- Guide & How to's
How to prepare and write valid progress report for project?
How to create and give a great presentation at a job interview?
How to create a business plan presentation?
Client management
How to run the perfect client presentation
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Pitching your agency as the perfect fit during a client presentation is daunting.
You have to remember product positioning, messaging, client goals, and most importantly, selling your service. Most of all, a client presentation must add value.
The aim is for clients to envision what it’ll look like if they work with you and how you’ll help them reach their goals. The failure of most client presentations is how they land.
Some are full of text-heavy slide decks.
Others are all about the agency – not the client and their specific goals.
Finding the sweet spot with a client presentation is possible if you stick to the basics and put the client first by answering their biggest needs, uncovering any issues, and confidently explaining why they're worse off without your services.
Let's dive in a little deeper and help you get ready for the big presentation:
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Step 1: Do your research and carefully plan your pitch
Any client presentation starts with a who: who is it for?
The answer is your client.
You should know everything about them before you step into the meeting with them. Go into the room with a good understanding of their business, their industry, and how your services fit into the picture.
Prepare by researching their past projects, understanding their goals, and even studying business presentation examples to ensure your communication is effective.
Start by researching the basics:
What industry are they in?
How big is their company and how big is their team?
What are the main goals they want to hit?
What roadblocks are stopping them?
How can product/service help them?
Look at their website and LinkedIn pages to see what services or products they’re selling. If you’ve done work for similar clients in their industry, check back at past projects and pitches, and see the pain points were you spent the most time.
Then you need to understand the company’s size and more importantly, how they plan to grow and scale their business.
Your client should have plenty of information about them online and a simple about us – like our video below – can help direct your presentation topics and tone of voice.
If you're stuck when making your presentation you can even use prompts to easily generate an AI presentation , which will streamline the process and save you valuable time that would otherwise be spent on slide creation.
Teamwork.com Overview
Once you know a little bit about the company, focus on why your solution is right for them.
How you sell your why depends on who you are selling to. A CEO with 200 employees has different challenges to a scrappy startup owner with a couple of employees on the books. Either way, explain your why by:
Acknowledging their pain points. Talk about the client's problems and what they need to do to reach their goals. Show them that you understand their issues and build trust from the start of the presentation.
Asking questions. Presentations shouldn't be a one-sided affair. Asking the client questions makes them feel comfortable and helps you understand their needs.
Introducing your brand as the solution. Tie the client's problems to your product/service. If they need a new website , talk about how you can make that happen and what the process looks like. If they have hit a brick wall with their marketing, explain why they may be struggling and what they can do to change it.
Pro-tip: Researching potential clients can take a lot of energy. You need to ensure that they're a good fit before stepping into a presentation. Get a headstart with presentation research and start using detailed intake forms. Use a tool like Teamwork.com to build customized intake forms and get as much information as possible about a client before sitting down for a meeting.
Step 2: Take care of some housekeeping
Your clients are busy—that’s a given.
But so are you.
Make sure you set some ground rules before the presentation starts so that it runs smoothly. These can be basic rules like:
Always get to the meeting first. Whether the meeting is in the client's office or on Zoom – get there first and early. Give yourself enough time to organize your slide deck and get comfortable with the pitch before the client arrives (or logs in.)
Test your tech. Open your presentation, check that it's working, and test each slide. If you're using a laptop or projector, have it open to the first slide at the start of your presentation, ready for when the client arrives.
Practice your pitch. Is it just you presenting to the client? Do you have a team joining you? Don’t show up to the meeting without a game plan. Rehearse what you’re going to say and how you’ll answer client questions before the presentation.
Cut to the chase. Your client isn’t your friend. Don’t waste too much time with small talk. If the pitch goes well – they'll move forward – not always on your small talk skills.
These steps are so basic that it almost seems like they don't need to be mentioned. But walking into a presentation with a poorly prepared pitch or a slide deck that takes 15 minutes to fix is the fastest way for it to fall flat.
Step 3: Turn the presentation into a marketing funnel
Your presentation should have one goal—getting the client to agree to the next steps or sign a contract.
So, why not design your slide deck like a marketing funnel—with a beginning, middle, and end?
You must tread a fine line between a lecture and a negotiation with client presentations. If the slide deck is too information-heavy, clients can feel like you're speaking at them instead of talking to them.
And if you don't take charge of the meeting, it can go off track and makes it harder to get your client focused on the next steps.
Aim for somewhere in the middle and tell a story where your slides convince the client that your solution is a good fit. Your presentation deck should include these sections:
Beginning: Set the stage and tell the client what the presentation is about, why you’re there, and how you plan on working together.
Middle: The meat of the presentation. Don’t overload the slides with text. They should be a visual background to back up what you’re saying.
End: Use this as your call to action and outlines the next steps. Here, you give the client a reason to book another meeting or sign a contract with you.
Here’s a great example of LeadCrunch turning a presentation into a compelling story. The presentation kicks off by talking about common problems that B2B sales companies experience:
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This helps hook the audience.
The presenter understands their frustrations with trying to get more leads. Next, LeadCrunch takes the three frustrations and turns them into opportunities for the client:
 "client service presentation")
The text on the slide mirrors the issues in the industry so the client can connect the dots between the problems and LeadCrunch's solution.
Finally, the presentation winds up by using a pricing chart as its CTA. Don't overthink how you tie in your CTA to the client – you know your value and what you can bring to the table – so just clearly say it.
 "client service presentation")
Step 4: Use visuals to tell and sell the story
Visuals are your friend during a client presentation.
They have obvious benefits—they grab your client’s attention, break up text-heavy slides and make complex data easier to digest.
But there are other reasons why adding visuals to your presentation is a good move.
The SEO software company SEMRush asked over 200 agency and brand reps what made their presentations successful and found 74% of brands said it was tailoring the proposal to the client. They recommended using images to help clients understand concepts that usually end up on a spreadsheet or hidden under a mountain of text. This is easy to do.
Don’t explain how your agency’s complex strategic marketing will work — show the client instead.
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Step 5: Open the pitch up into a two-way conversation
Once the presentation is done, don’t just pack up and leave—start a conversation with the client instead.
Getting feedback as soon as the pitch is over is crucial. You need to know if your presentation resonated with them and iron out any concerns or questions they have.
Kickstart the feedback process by asking the client:
Did you have any questions about anything we mentioned in the presentation?
Do you see our solution solving your problems?
What can we do to move this forward and start working together?
Now, the client may give you some feedback you don’t like. Or ask more pressing questions around project cost estimations , deadline management , or how you handle scope creep .
Make your value clear. But also show how you'll promote a straight road to client collaboration , so you make their values your own. Want more insights into collaboration tips? Download our guide to creating a collaborative culture with your clients.
 "client service presentation")
5 tips for fostering collaboration with your clients: CTA
Download our guide to get essential communication tips and insights into how to foster collaboration with your clients.
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Step 6: Close strongly with clear next steps
Don’t leave the meeting in limbo.
Be clear about what you want to do next with the client moving forward. Don’t say that you’ll follow up in a couple of days—it’s too vague. Be more direct.
Make sure you and your client agree on a defined deadline for when the deal should move forward. If the follow-up call goes well and the client wants to go ahead, send a contract over to seal the deal.
Pro-tip: If you want to build a strong relationship with your client, be transparent from the beginning. Invite clients to the project to keep them updated on progress. Using a tool like Teamwork.com makes this part easy.
And they’ll get access to visual project timelines , Kanban board views , and Gantt charts as well as ways to simply reply to messages, so you can both speed up feedback loops.
If you're worried about the client getting too involved, there's a solution – and it's permissions. Simply add permissions to client accounts so they can only access the things that move projects forward – not backward.
 "client service presentation")
Ready to deliver a pitch-perfect client presentation?
A pitch that wows your clients begins way before walking into the meeting room.
Successful presentations hinge on knowing your client's pain points. The more research you do, the more you'll be able to identify the barriers they face and how you can help.
From there, it’s just a matter of showing up, targeting your messaging to their problems, and starting a conversation.
See how Teamwork.com helps teams manage client work more successfully to impress everyone beyond the initial conversation. Get a 30-day trial for free to get in the driver's seat.
TABLE OF CONTENTS
6 steps to build the ultimate client presentation
- Do your research and carefully plan your pitch
- Take care of some housekeeping
- Turn the presentation into a marketing funnel
- Use visuals to tell and sell the story
- Open the pitch up into a two-way conversation
- Close strongly with clear next steps
 "client service presentation")
Síle is a Senior Content Marketing Manager at Teamwork.com. She has been working in the project management software space for over 7 years, exclusively serving the agency sector. She loves providing agencies with actionable insights and captivating content to help navigate the ever-evolving landscape of project management.
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Client Presentations 101: How to Give a Client Presentation
Think of the word “present- ing” and consider your clients: they want you, the expert, to provide them with the information they want and need. If you think of your presentation as if you’re giving them a “present” (literally, your expertise), you can re-frame the meeting in a way that fills you with the confidence you need to communicate effectively.
What Is a Client Presentation?
A client presentation allows you to explain the importance of your work in a compelling way. It’s key for articulating your value, if it’s in the proposal stage , or your progress if you’re in the middle of a project.
Of course, you may give a wrap-up client presentation as well, where you’ll want to review what went well and what went wrong for your project.
Related: Ultimate Guide to Project Status Reports
Why Is a Client Presentation Important?
A client presentation is all about communicating . You’re the expert, and your job is to convey to your client everything that’s important. There is a lot of information that you have that your client doesn’t have. They’re not as well-versed in the project as you are. So, give them the gift of communication.
This is key for them to understand everything that went into the project. If your client presentation doesn’t effectively communicate, it’s failed.
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How to Deliver a Client Presentation
- Simplify, simplify, simplify : A good client presentation always emphasizes clarity and simplicity. If your client doesn’t understand your presentation, then you’ve wasted your time.
- Speak their language: The best way to communicate effectively is to consider your audience. Don’t get caught up in jargon they might not understand. Speak plainly and honestly.
- Focus on what matters to them: Remember the goals of the project to begin with. Stay focused on what matters and don’t get lost in the details.
- Make your point clearly, concisely and quickly: People tend to have short attention spans. The sooner you can convey your meaning, the likelier it is that they will be able to process it and ask questions afterwards.
- Confirm they understand, and remember to ask questions: Don’t just assume they understand your points in your client presentation. It’s key to check in with them and be proactive by asking questions at the tail end of your presentation, or even the halfway point.
- Be respectful: Be respectful and be patient. These are your business partners. You don’t want to sour any relationships by how you respond to their reaction to your client presentation.
- Avoid shaming their questions: They don’t know what you know! Not everyone understands things quickly. That’s ok. It’s your job to make sure that your client presentation gets them to a place of understanding. Sometimes that doesn’t happen right away: keep at it.
- Excite them: Be enthusiastic about the project! People don’t respond to cold facts by themselves. Supercharge your client presentation with emotion and enthusiasm. But always stay professional.
- Set a vision for them and help them see how to get there: Be the expert and the visionary . You can’t do everything for them, but you can lay out a roadmap for them to reach their goals.
- Explain the process and let them know where they are: It’s key to be honest here. Sugarcoating reality isn’t going to help anyway, but try to pepper in good news with any bad news. Clients can be sensitive, but you’ll still need a good relationship to get anything done.
If you apply these simple tips to your presentations they will become not only more productive, but you’ll find that people will be eager to attend and engage and, most importantly, leave with a feeling of success.
Pro tip : Another tip when leading a presentation is the use of the royal “we”—not in an elitist way, but in such a fashion that you include yourself and everyone in the room in the discussion. This is a team effort, and even clients are part of the team!
To reinforce these points and learn even more, watch the video below about how to give a client presentation.
Client Presentation Video
In this leadership training video, Jennifer Bridges, discusses the art and skill of communicating during client presentations.
Here’s a shot of the whiteboard for your reference!
Transcription
Today we’re talking about how to give a client presentation. I’m not sure why we get so nervous about this. I mean think about it. If you have a present, aren’t you excited to give it to other person? So a reminder I have for myself is I think of literally giving my client of gift. Also, think of if you present something, that’s the giving of something and the presentation is the way in which you give. So when we’re giving something, a presentation to our client, well, they’re seeking your professional advice.
So let’s look at the information they want. So when we give a client presentation, they really wanna know how long is something going to take and how much is it going to cost. They also want to know how many is going to be produced and how much they’re going to cost. They may want to know how many and how long is it going to take. Basically, they’re talking about items of the Triple Constraint as identified by PMI. It’s the time, the cost, the scope, and the quality.
So there are 10 tips that we found that are really helpful in giving a client presentation.
First of all, simplify what you give them. Right? Don’t overwhelm them, make it simple. Speak their language, something they can understand and relate to their world. Focus on what matters to them. Make your point clearly, concisely, and quickly. I mean they do not want to be there all day, like taking forever. They want you to get to the point. Get them to point A to point B quickly.
Confirm they understand what you’re talking about and stop and ask. Do you have any questions? Is this what you expected? Is this helpful? So give them pause and give them time to think about it, to make sure they follow you, and give them an opportunity to ask questions. We also want to be respectful. I mean, after all, they’re the client so they don’t know what you know. So we want to be respectful if they have questions and they may not get it yet. We also want to avoid shaming them for their questions. I mean they may have questions that for you are immature, but they don’t know.
So it’s important to give them the space and honor what they’re asking. Excite them, get them excited about what you’re presenting, something about their project, or their status or where they’re going or what they can obtain from this. And also it helps to set a vision for them and help them see how to get there. If you set a vision and they can’t even conceptualize how in the world we’re going to pull that off then they’re going to be left dazed and confused or they’re not gonna believe that it’s possible. And you also want to explain the process and let them know where they are in the process of the project.
So again there are some bonus phrases that we feel like we call “The Phrase that Pays.” Number one let them know and tell them we will take care of you. That’s really comforting to know. You are in great hands. Let them know that you and your team are there in great hands. And also let them know we are excited to work with you. That really gets people to know that you’re engaged and use the phrase, “We.” If you need help presenting to your client, then sign up for our software now at ProjectManager.
Related Client Management Content
- Client Management: How to Win and Retain Clients
- How to Write a Client Brief (Example & Template Included)
- The Importance of Customer Development for Startups
- Free Service Report Template for Word
- Free Client Intake Form for Word
- Ways Project Managers Can Help with Customer Engagement
- Ways to Collect Better Customer Feedback
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Customer Service Training PowerPoint Template
Number of slides: 10
Customer service involves the interaction between a customer and a representative from the company. Whether it is before, during, or after the purchase, the goal is to meet the needs and desires of the customer. And this is not easy task. For that reason, customer service agents should be in constant training to develop their empathy, assertiveness and other important skills. This PowerPoint template will help you present your customer service training, address the skills of a good customer service rep, and detail the best approach to resolve conflicts.
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Customer Service PowerPoint Slides
Customer service overview slide.
Use this opening slide to list each module of your customer service training. Or establish the concepts your staff will learn. For example, you can name the skills your customer service reps will acquire during this training such as clear communication, conflict resolution, depersonalization, assertiveness, etc.
Conflict Resolution Roadmap
Customer service reps face conflicts every day. Sometimes it’s a product that doesn’t meet the expectations of a client, other times there are problems during the buying journey and customers need guidance. For that reason, conflict resolution techniques are a must in customer service training. The linear five step roadmap will help you in this part of the training.
Customer Service Skills
The best thing about this template is that it comes with creative slides, one different from the other, to make an engaging presentation. You’ll find icons, circle charts, boxes, bar charts, and more visual elements to address topics like empathy, listening skills, positive attitude, responsibility, and other useful skills for customer service reps.
The face of the business
In many cases, the first touchpoint between the company and its clients is the customer service area. For this reason, businesses need qualified professionals in these positions.
Customer personality types
The best customer service agents adjust to the personality of the client. So, make sure to teach how to identify personality traits in clients and how to work with them.
Customer service training template
This is a colorful, business-like template with the right balance of images and text to deliver an excellent presentation.
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Pitch Like A Pro in 2022: Create An Engaging Client Presentation To Win Contracts
Table of contents, start getting more business with our client presentation tips, what is a client presentation.
Any good sales process will include a client presentation. Whether you’re pitching a prospect for new business, showcasing account results for an existing client or presenting new business offerings to help grow your clients’ business, crafting engaging and relevant presentations is crucial. Creating presentations shouldn’t be a task. Think of them as your one opportunity to impress your audience.
Similar to an RFP presentation , a client presentation allows you, the vendor, to prove the value of your work to the client in a digestible and persuasive way. The presentation is the main takeaway and could very well determine if you two work together.
How Do You Start A Client Presentation?
You might be tempted to jump right in and start compiling a sales deck but structuring the flow of the story is crucial to engage your potential client. Here are a few tips we recommend before you even begin creating the presentation slides.
Research Prospective Client & Outline Sales Process
A good starting point is to collect as many details about your prospective client as possible . This will help you outline how you’re going to craft your client presentation as well as outlining the sales process. Even though you may have an effective sales pipeline in place, understanding your potential clients will help you mitigate objections.
Determine Pain Points
Next, you should focus on determining the client’s pain points . Most of the time, the client either doesn’t 100% know what their pain points are, or they have a misunderstanding of what their struggles are.
As a professional, you should be able to present with confidence the real challenges you determined the client to have as well as the tailored services your company can provide to support them and help them achieve success.
You want to be able to present your idea in a way that makes sense. Do not try and get too fancy or over-complicate the answer.
Begin Crafting The Sales Presentation
Now that you know who your client is and the challenges they’re facing, you’re now ready to begin creating the sales presentation. You should already have a good structure and foundation in place thanks to the preliminary research you’ve conducted. Now, it’s time to craft a persuasive message to get your client from consideration to conversion.
What Should Client Presentations Include?
You want to avoid having too much text on your slides. Prioritize creative visuals that help tell the story and bring your point across. Having your potential customer digest visuals is less cognitively demanding than having them read a bunch of text. In fact, the human brain can process visual information 60,000 times faster than text .
You want to ensure your client is still listening to what you have to say. By using more visuals than text, you’ll still have your client engaged in the presentation while you’re presenting.
If you do need to use text, avoid using full sentences. Bullet points are a great way to reduce the amount of text you use while still highlighting the key takeaways .
Opening Slide
First impressions are everything and your presentation matters too. The opening slide should be the hook of the presentation that draws your audience in and makes them want to listen to what you have to say.
Some might think the opening slide should be an agenda that outlines the structure of how the presentation will flow. Although this may work in some circumstances, an agenda might not always be necessary.
Proof Points
You should always have proof points to back up your claims. It’s one thing to say you’ll do something or to say you’re the best at what you do, but results are the most important part. Proof points make customers feel confident they are choosing the right person to work with and that they’ll be getting the most helpful information from them.
Call To Action
Finally, your client presentation should include a call to action . This is where you ask for the business. Often times, people are afraid to input a call to action because it seems too forward and they’re afraid of rejection. Don’t be afraid of rejection and don’t be afraid to sell! At the end of the day, you’re not losing a client because they aren’t your client, to begin with. Until you have them sign a contract, they’re still a prospective client.
How Do You Structure A Client Presentation – Our Proven Client Presentation Template
Creating a persuasive message is an art. It gets your audience to either act, think, or feel in a certain way. By structuring client presentations similar to a story – with a clear beginning, middle and end, you’ll be able to convert more clients with less difficulty.
What you know about your client
First, take inventory of what you know about your client and prepare one quick slide deck outlining your research. This proves to the client you took the time to research them and their market and it will help build their confidence in you.
This doesn’t need to take too long either. An hour-long discovery call with the client and a quick search on their website should provide you with enough information on who they are, what business they’re in and the target audience they’re trying to reach.
Who your company is
Now, it’s time to talk about yourself. But remember, the presentation is about the prospective clients, not all about you. So keep this slide brief and simple. Just like this.
Stats related to your successes
It’s one thing to say you’re the best. It’s another thing to prove it. Provide examples of past clients you worked with – especially if the scope of work is similar to what the prospective client would request. Use data points and key performance indicators (KPIs) to help support the narrative.
Social proof such as testimonials and case studies
There is no stronger marketing tool than word of mouth. Obviously, you won’t bring past clients into the meeting but you can bring their positive remarks.
Testimonials or a case study of a past project are great elements to incorporate into a sales presentation. They help speak to the quality of work or service you provide from someone who has already experienced working with you.
More often than not, a company would object to working with you because they’re afraid of the unknown. Having a testimonial eases the tension since someone has already walked the path and had great results. It serves as a great example of success.
What your client’s pain points are
Next, present the pain points you have found. This is a great opportunity to see if you’re aligned with the client. The worst thing that can happen is both sides think the other knows what the problem is when reality there is a disconnect. You’ll then begin finding a solution to a problem that isn’t the problem, to begin with.
How your company can solve their problems
Presenting your ideas and solutions is where your hard work pays off and where your sales skills really shine. Now you can present the deliverables you’d propose to the client to help them solve their problem.
Expected Investment (Optional)
Depending on your business strategy and how you conduct a sales presentation, a slide outlining the expected investment gives the prospective customer a clear understanding of what they can expect to pay for the proposed service.
A timeline is another great slide to include which highlights the next steps. The reason you want to have a timeline in the deck is that it gets the prospective customer to put themselves in the mindset that they’re already working with you.
If they’re able to clearly see what the future touchpoints will be, when they can expect to follow up and when they can expect deliverables, it will be easier to close the deal.
Don’t forget the call to action ! This point is so important we had to put it in the blog twice. Don’t be afraid to ask for their business and have a call to action to close off the presentation.
Client Presentation Skills You Should Know
Virtual presentation skills.
With more businesses turning to a virtual model, you’ll be presented with more opportunities to present virtually. This means you’ll need to begin familiarizing yourself with online presentation tools such as Google Meets, Zoom and Pigeonhole to facilitate your presentation.
Luckily, there are great resources available online that go into detail on how to ace your virtual presentation so when the time comes to present virtually, you’ll nail it.
Body Language
Whether you’re presenting in-person or virtually, body language still plays a role . Body language will help you engage with your audience and enhances the way you speak.
Body language also helps you emphasize key points. Want to bring attention to a key fact or piece of data? Use body language to help convey the message.
Public Speaking
The skill of public speaking allows you to deliver a message with confidence. Whether it’s in-person or done virtually, public speaking allows you to speak at a proper cadence.
With practice, public speaking also helps you think quickly on your feet. So when you potential customer starts asking questions about the services you offer and your recommended solutions, you’ll be able to respond effectively.
Designing Presentations
If you don’t have a professionally designed presentation, all the work you put into your pitch will be for nothing. A professionally designed presentation is the vehicle that helps deliver the message.
Even if you decide to use templates, you should have the skills to customize PowerPoint slides or Google Slide. But, this can be time-consuming and tricky.
If you rather focus your time more on research than the creative aspect of presentation design, consider using a presentation design service such as Presentation Geeks who offer e-learning solutions, PowerPoint design, Google Slide design, sizzle reels, motion graphics and much more!
Author: Ryan
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Customer Service PowerPoint Template
Our Customer Service PowerPoint Template is an editable slide deck for preparing customer support presentations. The customer service department in any organization, firm, or business is crucial to bridge the distance between the company and its consumers. By achieving a good communication channel with the customers, organizations can win more satisfied clients and, in turn, better reputation and sales. Some companies maintain support teams within their premises; however, sometimes, this department is outsourced to external consultation agencies. Such teams provide a call center, multi-channel customer service, and a well-trained team of individuals. We have designed this customer service PowerPoint template for professionals to discuss their customer service protocols and related concepts.
The Customer Service PowerPoint Template has multiple slides with creative visuals and human illustrations to discuss various ideas and topics. For instance, the first slide shows an abstract with a human call center agent, rating signs, walking customers, and a mobile phone illustration. This slide is to present the presentation topic using the provided text boxes. Similarly, the following slides have creative visuals of executives wearing headphones, using the laptop to solve queries, professionals assisting from mobile or monitor screens (online customer care services), and customers touching the rating stars for giving reviews. These PowerPoint shape diagrams can help present the topics like problem-solving, customer service excellence, training, or multi-channel customer service. Agencies providing call center services can explain how these facilities can help companies improve their customer satisfaction rate. Also, there are slides for customer trust and reputation to showcase trust-building and maintenance. Strategies. In addition to agencies, department heads can personalize the slides to brief higher executives about the maintenance and efficiency of the department.
Our customer service PPT template is also ideal for educational and training purposes. Users can edit the arrow diagram, data-driven charts, and creative diagrams for presenting data and facts. The slides can be re-purposed according to the presentation requirements. This PowerPoint design can be edited with all PowerPoint versions, Google Slides, and Keynote.
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Home / Business / Top 10 Free Customer Service PowerPoint Templates for Business Professionals
Top 10 Free Customer Service PowerPoint Templates for Business Professionals
Do you have an upcoming business presentation? Is the deadline ticking down to the day of your speech? Or perhaps, you want to win your audience’s interest and gain some new clients?
Whatsoever could be the reason for your next presentation. Creating a presentation for best business results could be really nerve-wracking, especially when it can be a key differentiator between winning a client or losing out to a competitor.
“Building a good customer experience doesn’t happen by accident. It happens by Design.” – Clare Muscutt .
What makes your business unique? What factor add value to your business that influences your customers to opt for your brand instead of your competitors?
In today’s tremendously competitive world, exceptional customer service guarantees to win over your competitors. Organizations that fail to calibrate with market trends suffer losses and eventually vanish. To conquer the market, outshine competitors, and achieve milestones, you need to have a strong client base. Therefore, customer service plays an influential role in making the brand leader among the niche players.
Customer service is often underdetermined or under-valued even though it is the sole link between the clients and business. When you have top-class customer experience, it guarantees success and seals your corporate fate.
Best Customer Service PowerPoint Templates
If you are hunting for PowerPoint presentation templates that give your business presentation a great starting point? Here, you will find the best customer service PowerPoint templates, including both free and premium, which you can download to feature the importance of customer service to your team or stimulate the client’s attention. Now get ready to communicate your business ideas with professionalism and impact supported by the guidance of a business mentor
A great team is the core of a successful project or a business. Oftentimes client wants to know skills and core-competencies of the team with this free meet-the-team presentation template you can introduce your team in a style.
Before signing any deal your clients should be aware of your terms and conditions and business policies. Download this free contract signing template and highlight the important aspects of the business in an appealing way.
Business presentation often after sometimes turns to be boring. Take a break and play some fun games with your audience. This free Jeopardy game template will be perfect as your audience can try their luck and win some exciting prize.
Testimonials or reviews by customers can be great for better customer service, as they can get idea about your product and help them in purchase decisions. With this client testimonial template, you can give a review of your audience in an appealing style.
Imagine a room full of corporate audience. It’s really hard to convince those skeptical audiences. Your presentation should be a great visual story. So here we have free corporate presentation templates that communicate your point with vivid impact.
ideas are important to succeed. Turn your abstract ideas into a presentation using these free business proposal PowerPoint templates. Previously creating a business presentation was a nerve-wracking task. Now curate a business presentation in just minutes with these free business proposal PowerPoint templates.
Customer service is a broad term; it involves interaction with clients, representing a company, and much more. Whether it’s before, during, or after-sales, customer service’s goal is to satiate the customers’ needs. And that’s extremely crucial. For that reason, a customer service executive needs to be constantly trained. These customer service training PowerPoint templates will help you train your executives and educate them about the best approaches to resolve conflicts.
When you have a business presentation, that can make or break your career, and you don’t want to rely on default templates. Then you deserve a premium template. Here we have customer service PowerPoint templates packed with high-end features. Customer service is the most crucial aspect of a business. And these customer service PowerPoint templates depict the concept in such a beauty that it’s surely going to stun your audience, and you are surely going to be praised for your efforts.
Loyal customers are the biggest asset a company owns. Increase competitiveness, expand a loyal customer base with an effective customer service strategy. With these customer service strategy templates curate, a customer-oriented presentation focuses on developing an outstanding customer service program.
Here is another awesome, premium quality business presentation template that you can download at just a minimal cost of $4.99. This presentation template is best suited for business and corporate presentations.
If you are a fan of simplistic designs. Then these free customer support PowerPoint templates will be right up your alley. The slide comes with a blue background and minimalist design. It’s a well-balanced business slide ideal for any business presentation.
The customer drives the business industry. The customer’s voice is a mechanism that briefs customer journey, experience, and expectations about your product and services. In today’s intensely competitive market, the Voice of customers has gained power. This customer PowerPoint presentation voice comes with compelling shapes and icons representing terms related to customer service, support, and feedback.
When you want to draft a sales presentation representing your audience about your existing products, services, teams, etc. This PowerPoint customer service template turns to be the best option. This pitch deck template comprises 24 templates, including agenda templates, data-driven graphs and charts, timeline designs, maps, and much more. Download these captivating presentation slides for just $21.
A presentation is all about interesting information and catchy visuals. Finding the exact templates for your presentation is the initial step towards creating a powerful slideshow. Visuals give your presentation the boost you need for a powerful presentation. But you need to do research and gain some knowledge about the best presentation templates. The more you master how to picture your ideas, the more successful your presentation will be.
Here we have added an upshot of all the best Free and premium customer service PowerPoint templates you need to download in 2021.
Which presentation template do you like the most? Did you find the best templates for your next assignment? Let us know which one you downloaded. If you have any other favourite PowerPoint template, let us know in the comments section.
About The Author
Priyanshu Bharat
Priyanshu is a copywriter who loves to tune into what makes people tick. He believes in presenting his ideas with flair and wit, which has made him an expert at standing on stage and charming the pants off of any audience he's faced with. Priyanshu lives for learning as much as he can, so if you ever need help understanding something - just ask!
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Customer Service Strategy
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A customer service strategy is a plan that covers how the company will interact with its customers. A comprehensive strategy includes elements such as hiring the right customer service representatives, providing customer-facing employees with proper training, implementing loyalty plans and using conflict resolution tactics.
In order to be successful, a customer service strategy needs to be implemented in every area of the organization. It cannot just be a part of the customer-facing teams. Instead, customer service strategy needs to come from the top down and align with the overall vision, mission and values of an organization.
The customer service strategy definition also includes having concrete goals. When creating your customer service strategy, think about what you want to achieve. For example, do you want to create a customer service strategy that increases revenue by upselling products, or do you want to reduce expenses by making customer service processes more efficient? Once you have an understanding of the goals of your strategy, you can put tactical plans and programs into effect.
A successful customer service strategy focuses on the needs of the consumer. Instead of guessing what the customers want, organizations need to conduct need-focused assessments through market research, focus groups, satisfaction surveys and customer comment cards. This way, organizations can have a data-centric idea of what their customers need from them.
A customer service strategy should include metrics that help the company to define success. This way, the team can measure progress during the course of the year to see how well they are meeting the goals of their customer service strategy. Metrics can include ratings on online review platforms, comments on customer cards or results for specific surveys completed.
Increase your loyal customer base and stay ahead of the competition with an effective customer service strategy. Our ready-made customer service strategy presentation template helps create a customer-oriented service strategy presentation that focuses on customer service and how to develop one. The first slide with its infographic content highlights 6 follow-through customer service strategies to improve customer service and beat the competition. Step-wise development of an impactful customer service strategy is illustrated with the infographic in the second slide.
As illustrated with the infographics in the third and fourth slides, the customer service strategy template emphasizes 24/7 availability and accessibility of customer service support to customers. Ideal for strategic planners, sales managers, startups, business analysts, operation managers, etc. The template is 100% editable and customizable as per your requirements. You can modify color, text, resize icons and shapes to suit your preference.
This template will be primarily useful for marketers and sales managers when building a sales strategy and promoting a product to new markets. Also, this template can be used by company leaders when preparing their company development strategy.
This template can also be used by startups when preparing a presentation for an investor meeting. University professors can use the slides in this template to prepare their courses on effective sales and product promotion.
The customer service strategy template consists of attractive and engaging infographics to capture your audience’s attention from beginning to the end, and express more in less time. This template has all the tools you need to build a professional and modern presentation. The Customer Service Strategy template will be a worthy addition to your collection of professional presentations.
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Customer service excellence powerpoint presentation slides
Enhance your business skills by using this Customer Service Excellence PowerPoint Presentation Slides. With the help of the service excellence model PowerPoint presentation template, a company can record the client’s feedback for their products and services. There is a specific criterion based on the positive and negative reviews from the consumer, which you can mention by using our professionally designed user satisfaction PowerPoint presentation deck. This consumer satisfaction PPT comprises a total of 16 slides that helps in creating an exclusive presentation. The client support PPT includes exclusive diagrams and high-quality icons Showcase the various key features like measuring service quality, providing a consistent level of buyer feedback, visibility of service status, and many more using digital customer journey PowerPoint presentation visuals. You can create a graph of purchasers' ratings. This helps your organization to measure the productivity level. Therefore, download this ready-to-use ERP PowerPoint presentation deck and value the reviews of your users. You have improved upon your ability to communicate. Demonstrate your skills with our Customer Service Excellence Powerpoint Presentation Slides.
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Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. Can be converted into various formats like PDF, JPG, and PNG. It is available in both standard and widescreen.
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- Business Slides , Flat Designs , Concepts and Shapes , Complete Decks , All Decks , Customer Service , General , Customer Service
- Customer Service Excellence ,
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- Service Excellence Model
Content of this Powerpoint Presentation
In research after research, customer service has emerged as the key area that makes or breaks businesses. Yet, there appears to be resistance to expanding this division or using it to help customers get over any hesitation in using products and services.
Excellent service is linked to both customer perception and customer expectation. Service excellence is a step-by-step process and our template explains it well here.
Disney and Apple are two major examples of global corporations taking customer service as a revenue center, and setting new benchmarks in the field. For instance, Disney’s HEARD framework ensures that customers are always their first priority in terms of level and quality of service.
Customer satisfaction and repeat purchases are the end-result, when customer service excellence.
At SlideTeam, we recognize the importance of spreading the word about customer service excellence to all stakeholders, and ensure implementation. Hence, we have curated templates that incorporate all tenets and principles of customer service excellence onto a complete deck.
Delivering excellent customer service requires a process to create an impact. Find the DNA of the process here.
The idea is to ensure the business saves time, money it would have otherwise spent on creating a PPT Presentation. You also want to avoid the tedium for your employees and want them to focus on actual customer service excellence implementation next.
Even better, each of the templates is 100% editable and customizable, meaning that you get the starting point, the structure of how to design the presentation. You also get the capability to tailor each presentation to the unique audience profile you want to address.
Let’s explore!
Template 1 Customer Service Excellence Understanding What Goes into The Creation of this Culture
Use this slide to list key ways in which businesses can achieve customer service excellence. This Table of Contents PPT Template provides as the first prescription and understanding of responses to bad and good customer service. Then, the slide depicts preferred communication channels for world-class service and building a service excellence pyramid.
Template 2 Response to bad and good service from customers
Customer service cuts both ways, be it excellence or bad levels of execution from a business. This PPT Template showcases how bad service leads to the customer not conducting business, while also warning friends and family to an equal degree. Good service leads to continued business and additional customers. Other behaviors include negative or positive online reviews and corresponding responses to surveys. The idea is to pledge to provide only good service as part of customer excellence. Bad service is costly in terms of increasing the customer acquisition cost.
Template 3 Building a Service Excellence Pyramid for Customers
This PPT Template showcases how businesses can go from just meeting customer expectations to creating customer joy through surprisingly excellent and warm service. The four-level service excellence pyramid in the slide depicts core value and proposition at the lowest level, in the absence of which businesses cannot expect customers to come to them. Complaint management, individual service, and surprising service are the following three levels. The aim is to ensure memorable service with attention to detail.
Template 4 Service Excellence Model in Customer Service
Achieving customer delight is the goal of businesses and this requires the fusion of operational, strategic, innovation and cultural parameters. This PPT Template showcases the action points to be taken to ensure synergies and complete the circle of nine actionable steps that go into outstanding customer experiences. It starts with better designing and documentation of customer experience. Its culmination is into the use of performance indicators and metrics across all departments vis-a-vis customer focus.
Template 5 Key Ways to Achieve Customer Service Excellence
These are the six golden tactics or actions of customer service that create excellent customer service. Initially, the focus has to be to ensure successful measuring of service quality to continually improve customer service. Once this is done, it has to be maintained at a consistently good level, with all customer-facing professionals equipped with relevant knowledge. Finally, going beyond the basic level of service has to be a mantra ingrained across all your customer service professionals.
Template 6 Preferred Communication Channels for Customer Service
With the customer categorized into major categories, such as millennials, GenX and baby-boomers, use this PPT Template to study which channel of communication they are most comfortable with. For instance, for someone not wanting to hold the phone, email is the preferred mode for customer service executives. This slide covers at least six channels for businesses and the bar graph gives a clear picture of which customer should be contacted on what platform.
Template 7 Meeting Expectations and Avoiding Pitfalls in Customer Service
This slide on customer service excellence speaks about avoiding pitfalls and meeting expectations of the users of your products and services. Here, offering consistent channel experience is the key. In any case, should your processes ask the customer to repeat the same thing, first on phone, then on email and so on. Proactive engagement to resolve the issue needs to be adopted with care, and packaged as such. A common pitfall to avoid is the use of too much technology, when a simple call would suffix.
NO CUSTOMER, NO BUSINESS
When you have customers liking your company, then is the time to be at your best, and ensure these never go away. It costs nearly double to acquire a new customer than to retain those happy ones, with little gifts of your appreciation. These may be coupons, a dinner or anything, but prove your sensitivity to customer needs and your desire to have them happy. Demonstrate this attitude with customer service and see the business get on the fast-track to growth and profitability.
PS Get hold of the best-in-class customer service excellence model here.
Customer service excellence powerpoint presentation slides with all 16 slides:
Our Customer Service Excellence Powerpoint Presentation Slides aid digestion. Your advice will go down easier.
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Customer Service Presentation Template
Use this presentation template to share key statistics and findings of your customer service surveys..
The color scheme of this template grabs the reader’s attention. Using visual aids greatly improves the readability of your content and keeps the readers engaged.
You can use this template to share customer service tips and tricks, onboard new employees and teach them the dos and don’ts, or remind the seasoned workers of company policies.
- Change colors, fonts and more to fit your branding
- Access free, built-in design assets or upload your own
- Visualize data with customizable charts and widgets
- Add animation, interactivity, audio, video and links
- Download in PDF, PPTX, MP4 and HTML5 format
- Share online with a link or embed on your website
Help your employees become even better customer service representatives with this stunning template, or browse through the other beautiful templates we offer at Visme for more design ideas.
Edit this template with our Presentation Software
Template Specifications
17 Slides, 1366 x 768 pixels – 16:9 Aspect Ratio (HD Presentation Quality)
Customizable
This template can be fully customized. You can edit content, change image(s), apply custom colors, input your own fonts and logo, and more.
Download as a PDF to share with your recipient or generate a shareable link for online sharing.
Compatibility
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- presentations
- presentation
- slide decks
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Marketing is all about communication, yes - but it's also about making the best possible impression on your target audience. What you're saying is important, but how you choose to say it is equally so. You can only make one first impression, so you'd better make it the best one that you can - and now, thanks to Visme's presentation templates, it's easier than ever to do precisely that.
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Our presentation templates are equal parts colorful, visual, vivid and attractive - but they're also easy to use and even easier to edit, as well. These presentation templates also come with a massive number of free stock images for you to use, guaranteeing that you'll always be able to broadcast your message in exactly the right way at exactly the right moment in your relationship with your audience.
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40+ Amazing Customer Service Training Ideas, Exercises & Topics
Updated: May 06, 2024
Published: August 26, 2021
When it comes to my relationship with a brand, the most important thing is customer service. Getting customer service right is crucial to the success of your business. Quality customer service will allow you to retain customers, grow your business, and transform customers into loyal advocates for your brand.
It all starts with training, education, and culture. Companies with a customer-centric culture are 60% more profitable than those without. So, if you ask me, prioritizing customer service is a must. I tend to stick with companies who offer top-tier customer service, even over competitors who can offer a cheaper alternative, and I don’t think I’m in the minority on that.
In this article, I’ve compiled 40+ customer service ideas to help optimize your training and provide inspiration for reps looking to up their customer service game. Read on to start moving the customer service needle!
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Customer service training topics.
- Reflective Listening
- Product Demonstration
- Call Review
- Customer Service Training Presentations
- Sensitivity Training
- Customer Experience Simulation
- Social Media Training
- Product Breakdowns
- Corporate Culture Training
- Crisis Communication
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3. Call Review
Feedback is the breakfast of champions — and of support, reps, too.
Call reviews are a common practice among successful customer support teams. (We do it here at HubSpot.) Periodically, teams should gather to listen to a recorded call with a customer and talk about what went well and what can be improved. Actual calls can give you insight into real expectations, and input from team members can provide a unique perspective to help reps constantly improve.
I was no stranger to call reviews when I worked at HubSpot Support, and I’ve been on both sides of the review as a new hire and a team lead. Let me tell you from experience that your growth areas will become exceedingly clear when you know someone is listening!
Featured Resource: Customer Support Training Template
Download this template, 4. customer service training presentations.
One of the most traditional ways to train customer service teams is through a presentation. With this method, management or team leads gather employees for a meeting and then discuss a service topic in-depth. This lets the speaker touch on specific training material while giving the rest of the team a chance to provide feedback or ask questions.
There are a few types of presentations you can use to conduct training. Let's review some below.
Visuals like PowerPoints and graphics are a great way to hook in a larger audience. These images clarify and support your speaking points, making your presentation easy to follow and more impactful on the listener. Like many others, I’m a visual learner, so I find strong visuals very beneficial in a training scenario.
PowerPoints are a proven format for customer service training; however, if you take this route, be sure to avoid some of the common pitfalls outlined in this video.
Storytelling
If you're looking for a motivational format, try storytelling. With this presentation, the speaker retells relevant experiences to their audience. They recap what happened, why, and how they overcame it. This gives the audience an actionable plan and demonstrates how someone on their team surmounted customer service roadblocks.
Instruction
Instruction should be used when presenting a new or complex topic to your audience. For example, if you're launching a new product, you may hold an instructional presentation explaining what it is, how it works, and why it was created.
In these scenarios, speakers often use metaphors and paradoxes to compare confusing points with other topics the audience is more familiar with. This makes a complex topic much easier to understand because the speaker has connected it to a relatable concept.
Question and answer, or Q&A, is a presentation style that‘s more intimate than the ones listed above. In this approach, the speaker briefly discusses a topic and then opens the floor for the audience to ask questions. This is great for smaller audiences because everyone can participate in the group discussion. Q&A’s are an excellent format for keeping employees engaged, but they require your speaker to have extensive knowledge of the presentation topic.
If these options aren't best for you, check out more presentation styles here .
5. Sensitivity Training
The beauty of hiring a diverse workforce is that your employees encounter unique perspectives they may not have experienced. While that diversity is great for fostering new ideas, it can also lead to friction between teammates.
You must ensure all employees work towards the same goal as an owner or manager. Sensitivity training is an exercise that helps employees understand their professional goals and personal biases. By diving into these topics in-depth, employees can better understand one another and be more considerate of their differences.
No matter how well your team works together, conducting sensitivity training regularly is essential. This will remind employees how to treat one another and voice their opinions if they need to confront an issue. By reviewing these ideas consistently, new hires will feel more comfortable when joining your team, making them more productive early on.
6. Customer Experience Simulation
Customer experience simulation is the reverse of role playing. Instead of interacting with a mock customer, the service rep becomes the customer and goes through the experience of purchasing your product or service.
The benefit of this exercise is that reps can see the roadblocks they troubleshoot from the user‘s perspective. They can relate to customers’ frustration or disappointment when something goes wrong or expectations aren't met. That way, when working with real customers, they better understand what people are going through and how to resolve their issues.
This tip is golden, as someone who has been both a customer and a customer service rep. I believe that empathy is at the heart of excellent service, and what better way to develop that than to walk a mile in the customers’ shoes?
7. Social Media Training
Social media is a critical component of a robust omnichannel support solution. In fact, customers expect excellent customer service from brands on social media channels. About 49% of consumers say they'll unfollow a business on social media due to poor customer service, and I’ve done it myself. Needless to say, you’ve got to allocate some team resources to social media support.
However, social media is still relatively new to customer service, and not all of your reps may be as experienced with using these platforms for professional needs as opposed to personal updates. A training course that teaches them social media use might be helpful ( Here's one from HubSpot Academy ). That way, communication will be smoother on social channels and create more delightful customer experiences.
8. Product Breakdowns
If your company sells a physical product instead of software or services, it can be helpful for employees to see how the product works, inside and out. Take your product apart in front of your employees and show them how it‘s put together step-by-step. Educate them about where your product’s resources come from and how the manufacturing process is carried out daily. This can benefit employees who work less closely with your products.
If your product is software, it can be tricky to deconstruct. So, instead, talk to your employees about where your servers are located and how your software is powered. Discuss contingency plans for potential shutdowns and what employees can share with customers if they ask about sensitive information. When I worked at HubSpot Support, we often received support calls from IT professionals. Being able to speak their language and relay relevant technical details confidently delighted these customers and made them feel well taken care of.
9. Corporate Culture Training
Corporate culture is paramount for your service team. That’s because your customer service time is the main customer-facing arm of your business. If they don‘t believe in your company’s culture, your customers won’t either. As a customer, I can always tell if a customer service rep is genuinely invested in my success or if they just want to close my case, and that difference comes down to culture.
Corporate culture training doesn‘t have to be extensive, but it should be consistent. Employees should be reminded daily about your company’s core values and how they contribute to that culture.
One way to do this is with a culture code . This resource lists the company‘s values and what it expects from its employees. This will help you hold employees accountable and show customers you’re committed to creating a positive experience.
10. Crisis Communication
In my experience, how a company handles a crisis can make or break my relationship with them as a customer. Excellent crisis handling is honest, transparent, and makes you feel like everything is handled appropriately.
Successful companies don't wait for a problem; they anticipate it and prepare their teams accordingly. They create crisis communication plans and educate every rep on how to respond to common questions that customers will have for the business. This preparation can be the difference between your team saving loyal customers or losing them to churn.
Customer service teams are often very busy, and you may not have time to host a formal training. However, this doesn't exclude your team from performing activities that can help them sharpen their skills.
If this is the case for your business, try the exercises below to improve your customer service skills.
Customer Service Training Exercises
- No No's Allowed
- Role Playing
- Lunch and Learn
- Personality Tests
- Call Your Competitor
- Employee Testimonials
- Attitude Anchors
- Customer Letters
This exercise will challenge support reps to reframe the conversation with a customer when, in fact, the answer truly is ‘no.’ But when customers are upset or frustrated, answering their requests with a flat-out ‘no’ might aggravate them and won't move the conversation forward.
Team members should be put into pairs and take turns role playing the customer and the support reps. “Customers” should make big, bold requests that support reps can‘t say ’no' to — but instead, have to figure out a solution-oriented response.
For example, if the customer asked for a discount that the support rep wasn‘t authorized to offer, instead of saying ’no,‘ the rep could say, "If you’re looking to reduce the cost of your CRM subscription, I could help you consolidate your database to under 1,000 contacts. Would you like help setting that up?"
The support rep is essentially telling the customer that no, they can‘t offer them a discount. But, by providing alternative options, the customer might feel like the support rep is on their side and won’t get frustrated by what they perceive as stubbornness or inflexibility.
3. Role Playing
Improving your customer service skills is like improving your golf swing. You need to keep practicing it, over and over again, until it's perfect — or, in my case, until I can find the ball after I hit it.
Role playing is an effective exercise for sharpening customer service skills. One employee pretends to be a customer and then presents a service case for another to troubleshoot. Once the case is solved, reps switch places and repeat the scenario.
Role playing lets reps work on both communication skills and their troubleshooting process. Since it's not a real customer, reps have a safety net that allows them to practice new techniques they may have yet to try. If your team works with customers face-to-face, this exercise gives them a live environment to perfect their skills without risking customer churn .
4. Lunch and Learn
Support teams should regularly take turns giving presentations during group lunches. The topic doesn't matter — it can be work-related or a presentation about their recent vacation photos or an organization they volunteer with. Whatever the subject, lunch and learns will keep support reps in the habit of being able to present and explain new topics to others.
This is a critical skill for support reps, especially when onboarding new customers unfamiliar with using a product or service. The lunch and learns will also provide a safe space for reps to practice and learn about each other outside of work. When I worked at HubSpot support, I found lunch and learns and other informal training scenarios instrumental in my development and incorporation into the team.
5. Meditation
Sometimes, working on the front lines of customer support can be stressful.
No matter how hard you try, sometimes you might get the blame for a problem that‘s entirely out of your control. You might also receive the brunt of a customer’s frustration and be presented with feedback that isn't particularly diplomatic.
Whatever the case, meditation can be a helpful tool for regaining and establishing mental relaxation — even during a busy workday. If you can’t step away from your desk for an entire mediation session, I find it very helpful to just check in with myself and focus on my breath for a few moments. A long inhale followed by a short breath hold and an even longer exhale always relaxes me in just a few seconds.
Dedicating time to meditation, mindfulness, and relaxation — and encouraging employees to use it for that purpose — will help train them to de-stress and stay positive during those challenging moments with customers. Apps like Headspace or YouTube videos can help if you want to practice as a team.
6. Personality Tests
This isn‘t specific to customer support, but it’s a good idea for new reps to take a personality test to learn how they work and communicate best with others.
One framework you can use is the DiSC profile , which evaluates people‘s behavioral and personality differences. Here’s an example profile below.
Customer Service Ideas for Reps
1. put yourself in the customer’s shoes..
If you have the opportunity to actually use your company’s product, you should take it. When I worked in HubSpot Support, I used my HubSpot Portal to build a personal blog and as a CRM for my side hustle (now my main hustle).
The hands-on experience I gained from using the product myself was invaluable in building expertise and, more importantly, empathy for customers as they tackled challenges I was familiar with. There’s no substitute for getting your hands dirty, and having some skin in the game accelerates your product knowledge and benefits the customers you interact with.
2. Crack a smile when talking to customers on the phone.
It may seem silly, but in my experience, it sets a positive tone to the interaction that customers can feel, even if they can’t see your face. During my time in customer support, I intentionally brought a friendly, bright, helpful attitude to the table with my customers.
After a while, I realized I was always smiling when I picked up the phone. It wasn’t even on purpose, but it’s nearly impossible not to smile when you’re trying to be kind and helpful. So, if you’re having an off-day or just working on developing your customer service voice, try showing off those pearly whites through the phone!
3. Anticipate your customers' needs.
The difference between good and great customer service is helping your customers succeed, not just solving their problems. In my experience, anticipating customer needs and offering tips and hacks for success with your product is a recipe for delight.
If you notice a feature your customer hasn’t taken advantage of or a way to optimize workflow, let them know! Customers will appreciate the collaborative effort.
4. Address customers by name.
When communicating with customers via chat, email, and especially over the phone, address them by name. Everyone likes hearing their name . Our brains are naturally wired for it. Hearing your name elicits an emotional response of recognition and validation.
When working with customers, addressing them by name strengthens the personal connection between you, them, and your brand. This simple gesture makes them feel special and well taken care of.
Outside of blog post writing, I’m a professional bassist. When I show up at a gig, and the sound engineer makes an effort to learn and calls me by my name, it immediately puts me at ease and makes me feel confident that everything will go smoothly. That’s how you want your customers to feel whenever they touch base with your business, so don’t be a stranger and call them by their names!
5. Admit your mistakes.
Everybody is human, and we all make mistakes. If you or your company makes a mistake when dealing with a customer, own up to it, apologize sincerely, and reassure the customer of your dedication to their success. You know what they say: honesty is the best policy. Customers will appreciate it if you display authenticity and honesty, especially in a difficult situation.
I’ve personally had negative customer service experiences where I felt like I was given the runaround. It’s a very frustrating experience to feel like you're being kept in the dark.
For the most part, people are reasonable. If you are upfront and honest when issues arise, 99% of the time, customers will be understanding and patient. It’s only when met with deflection and vagueness that tensions tend to flare up.
6. Show and tell.
When working with customers, you typically type out a paragraph or explain something verbally over the phone. Usually, that’s the way to go. However, sometimes you need to detail a multi-step process or explain a complex feature.
This is especially relevant if you support a software product or are helping customers navigate a web portal. Consider sending detailed, annotated screenshots and screen recordings in cases like this. You can even record audio over your screen recordings to narrate all the steps of a process.
When I worked in customer support at HubSpot, I would often screen share with customers to visually walk through more complex processes. Not only is this a time-saving measure, but it sets the customer up for success with success with your product as they will be better equipped to help themselves in the future.
7. Reward loyal customers.
There’s nothing quite as exciting as a free gift or a discount, especially if it's a surprise! Consider surprising your most loyal customers with a discount code for no other reason than to show them you care.
I recently received a complimentary dish from my favorite local tapas restaurant just for being a regular customer. I’ll tell you what: All it took to go from loyal customer to evangelist was some patatas bravas.
8. Send handwritten thank you notes.
Hardly anyone writes letters anymore. Why would you? You can send an email or a text to get your point across. That’s why you should take the extra time and effort to send handwritten thank-you notes the old-fashioned way. Show your best customers how much you care by surprising them with a handwritten note thanking them for their continued support.
I run a musical instrument rental company, and whenever I send out an amp or a guitar, I sneak in a little handwritten note thanking the customer for their business. I think it's a nice touch that makes customers feel good about doing business with you.
9. Make your support as fast and easy as possible.
One of the best ways to demonstrate customer appreciation is to show that you value their time. Time is money, and everyone is strapped for it these days. Strive to make your response time as quick as possible. Use tools like email templates and automated chatbots to streamline the customer service experience as much as possible while retaining a personal touch.
I recently had a customer service experience where they resolved my issue in the first email reply, which arrived less than two hours after I submitted the request. I was thrilled, and I guarantee your customers will be too if you can solve their issues with efficiency and care.
10. Offer social media support.
Customers often reach out to brands on social media when they seek an almost immediate reply . Ensure you can handle these requests with a dedicated social media support team or representative. Focus on clear, quick replies and be ready to move the conversation off of the platform if necessary.
Customers often turn to social media to lodge public complaints about a brand. If you find yourself in that situation, reply quickly (ideally within 24 hours) and employ an empathetic, helpful tone. Moving the conversation from a public thread to DMs is also best practice.
I was a member of the Twitter support team during my time at HubSpot. Not only did we respond to questions when we were directly tagged, but we also used social listening software to discover opportunities for proactive support.
11. Actively listen.
Active listening can be the difference between a decent customer support experience and an exceptional one.
Active listening is more than just hearing what your customer has to say. It’s about fully understanding the message the customer is portraying and empathizing with them. You need to give your full attention to the customer to understand their needs and respond appropriately.
I like to think of active listening as listening with the intent to understand, not to respond. In my experience, actively listening to customers makes them feel valued, heard, and understood. You can practice active listening by paraphrasing.
Listen closely to what your customer is saying and reiterate it back to them. This will help you get clarity on what exactly their needs are and ensure you are both on the same page.
12. Take a look in the mirror.
Keep a mirror somewhere on your desk and glance at it while you’re on the phone with customers. The mirror won’t lie about whether you're actively engaged. It will serve as a reminder to maintain a smiley, positive attitude on the phone. It also dramatically reduces the chances of getting caught with spinach between your teeth after lunch.
13. Help customers help themselves.
Some customers want you to solve their issues and get on with their day. That’s totally cool. However, some customers prefer to help themselves. You can facilitate that by offering an extensive knowledge base and directing customers towards relevant articles.
You may also want to screenshare with customers or take them step-by-step through the solution to their issue so they can tackle it themselves in the future.
I’m one of those customers who likes to help themselves, and learning how to handle a problem on my own makes me feel empowered and excited to keep working with a product or service.
14. Give out some swag.
Everybody likes swag — fun items you can slap your branding on and give to customers for free. Think t-shirts, phone cases, stickers, pens, coasters, and more. The more creative you can get with it, the better. Consider giving free swag to your most loyal customers, customers who worked through a difficult issue with you, or even including fun freebies in the box with every item sold.
My favorite piece of swag is a free t-shirt from Huel in 2017. The shirt's design is nothing special, but something about the fit is just spot on. It’s been my go-to workout shirt for years now. So, invest a little extra in your swag, and you may end up with a whole division of free brand reps!
15. Stay positive.
It‘s not what you say but how you say it. Maintaining a positive attitude and tone is crucial to success as a customer service representative, especially when confronted with difficult situations and frustrated customers. Positive language and an optimistic outlook can be the difference between customers coming away from an interaction disappointed or singing your brand’s praises.
Maintaining positivity can be challenging, especially when work piles up and life gets stressful. For me, gratitude is key. Try adopting a morning meditation routine.
Even just five minutes, when you quiet your mind and think of a few things you are grateful for, can do wonders towards a positive outlook for the day. I like to follow that up with some yoga stretches and breathwork. After that, it’s almost impossible not to look at the glass half full!
16. Use customer service templates.
While personalization is key to high-level customer service, that doesn’t mean you can’t use templates to streamline your responses. Consider using email and chat response templates that save time on typing out things like greetings, introductions, and sign-offs.
You can use HubSpot Templates to automatically fill out customer details using personalization tokens to save you even more time.
I use HubSpot Templates for my business to streamline my customer service and sales outreach emails, and the amount of time saved adds up!
Customer Service Training Your Team Will Love
Outside of team meetings, there are plenty of online resources that customer support and service reps can use to keep improving. Whether your customer service team is short on time or completely remote, these topics, tips, and ideas will surely get your reps excited and motivated to deliver the best service to your customers. A mix of interactive, team-oriented, and role play activities will keep training enjoyable for your reps so they understand and remember the information.
If you're ready to plan your next customer service training session, use the template below to get started.
Editor's note: This post was originally published in July 2020 and has been updated for comprehensiveness.
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Ratings and Reviews
Most relevant reviews, by chetna sharma.
June 9, 2021
by Romika Dhamija
June 10, 2021
by bayaraaa
June 12, 2021
June 15, 2021
The only service desk built on Jira
Jira’s service desk empowers teams to deliver great service experiences and ensures your employees and customers can get help quickly.
Jira Service Desk vs. Jira Service Management
To be fair, it’s not really a “this vs that” scenario, because Jira Service Management includes all the functionality of Jira Service Desk with richer ITSM capabilities. Jira Service Desk is now part of Jira Service Management.
How did we get here? We created Jira Service Desk in 2013, after we noticed that nearly 40% of our customers had adapted Jira to handle service requests. Thousands of teams managed requests through service desks, reduced manual effort, and set up workflows across their organizations in departments like HR and legal.
In 2020, we introduced Jira Service Management to further unlock development, IT operations, and business teams, so they can deliver exceptional service experiences.
High-velocity service request management
Happy, productive teams
Give customers and employees an intuitive, self-service portal that provides them with one place to get help fast. Easily spin up service desks that fit unique team needs. Leverage Jira Service Management’s knowledge base to respond to and resolve incoming requests faster.
A unified view of work
Triage, track, and assign incoming requests from various sources with queues and SLAs. With conversational ticketing , employees can seek help directly from Slack and agents can track all the information they need in Jira Service Management. Gain full context on customer needs through linked issues and associated Insight assets.
Deliver exceptional service experiences
By bringing development and IT support teams together on one platform, it’s easy to collaborate across teams to rapidly address concerns. When employees or customers report incidents or issues, you can easily escalate and route them to the right development and operations teams to squash bugs, resolve incidents, respond to changes, and deliver exceptional service quickly.
Service request management features
Service desk.
Make it easy for every team to spin up a service desk. Showcase services through a simple, intuitive portal that makes it easy for your employees and customers to get help quickly, and for your teams to streamline incoming work.
Request queues
Bring together requests from email, chat tools, your service desk, and other channels. Configure queues to track, triage, and assign incoming requests. Group similar tickets and make it easy to categorize service requests, incidents, problems, and changes.
Self-service
Empower customers and employees to find answers to common questions using a self-service portal. Users can use the knowledge base inside Jira Service Management to surface relevant articles to deflect requests. They can get the help they need, without having to engage with an agent.
Service Level Agreements (SLAs)
Set as many SLA policies as needed to keep track of deadlines based on elapsed time or request categories. Resolve requests based on priorities, and use automated escalation rules to notify the right team members and prevent SLA breaches.
Reports and metrics
Dive into customer satisfaction reports to better understand your customers and improve service with a simple, built-in tool for collecting feedback. Monitor and optimize your team’s work with slick reports and dashboards.
Requests from Slack and Microsoft Teams
Jira Service Management chat users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. Employees never have to leave Slack to get the help they need, and agents get all the information they need right in Jira Service Management.
Jira Service Desk has revolutionized how we do IT. We’re dealing with 236% more tickets with only a 63% increase in IT engineers – and our IT team has worked to become 44% more efficient.”
Try Jira Service Management for free
Productivity
Productivity tips
How to prioritize tasks: 10 task prioritization techniques
Use these task prioritization techniques to help you identify your most important work..
There's never enough time to do everything you want to do. It's a universal problem. And we all accept that fact and live with its reality until the worst-case scenario rears its ugly head: there's not enough time to do everything you have to do.
When everything on your to-do list feels like it's of crucial importance (or when someone you answer to feels that way), use one or more of these prioritization techniques to help you identify your most important task and get work done.
What is a prioritization technique?
A prioritization technique helps you make informed decisions about the order you should complete your tasks based on different factors like their importance and due dates. With a list of prioritized tasks in hand, you have a shield to respectfully push back against unnecessary meeting invites and last-minute requests.
For example, when stakeholders would approach my teammates with "urgent" requests, we would show them our prioritized task list and ask, "What should we cut in order to accommodate this request?" After seeing the importance of the other things on the list, urgent requests often suddenly became much less urgent.
But prioritization techniques aren't limited to regaining control over workplace tasks. They're also useful for managing competing priorities from your family, friends, and even that part of your brain that's always on the lookout for side projects.
Task prioritization techniques
1. Priority matrix
The priority matrix technique consists of distributing your tasks across a four-quadrant matrix like the one shown below. The x-axis represents one value, and the y-axis represents another. Each quadrant, then, represents priority based on the defined values.
There are infinite ways you could organize your priority matrix. Here are popular priority matrix examples to get you started.
Eisenhower matrix
With the Eisenhower matrix, the x-axis represents urgency while the y-axis represents importance , leaving you with the following categories (from the top-left going clockwise):
Important and urgent tasks are your top priorities.
Urgent but not important tasks are ones that must get done but can be delegated to someone else.
Not urgent or important tasks are probably unnecessary distractions.
To use it, evaluate each task based on its urgency and importance, and then place the task in the corresponding quadrant.
By placing each task on your list into a quadrant on the Eisenhower Matrix, you can determine what needs to be done now, what you can save for later, what's worth delegating, and what you can scratch out altogether.
Impact effort matrix
In the impact-effort matrix, the x-axis represents impact, and the y-axis represents effort . So you'll have a matrix with the following quadrants (from top-left going clockwise):
High effort, low impact
High effort, high impact
Low effort, high impact
Low effort, low impact
To distribute your tasks accordingly, evaluate how much effort each one will take and the impact completing it will have. Any tasks in your Low effort, high impact quadrant are your top priorities, followed by ones in your High effort, high impact quadrants.
If you have a lot of tasks in these two quadrants, consider working on one or two from your Low effort, high impact quadrant. The sense of accomplishment from checking off these quick wins might give you that much-needed boost to tackle the rest.
Cost value matrix
In the cost-value matrix, the x-axis represents cost, and the y-axis represents value , leaving you with the following groupings (from top-left going clockwise):
High value, low cost
High value, high cost
Low value, high cost
Low value, low cost
Evaluate how much your task will cost (in terms of time) and the value it'll provide. Tasks in your High value, low cost quadrant are your quick wins, while ones in your Low value, high cost are tasks you should probably avoid.
2. MoSCoW prioritization method
The MoSCoW method is a simple technique for prioritizing tasks where you assign every task on your to-do list to one of four categories:
M – Must do : M tasks are things you absolutely have to do.
S – Should do : S tasks are things you should do, but they're a lower priority than M tasks.
C – Could do : C tasks are nice-to-dos. You'd like to do them, but if you don't, it's probably not a big deal.
W – Won't do : W tasks are things that just aren't worth doing.
Note: If you have a lot of tasks that need delegation, the MoSCow method isn't for you. Jump to the ABCDE method for a better-suited alternative technique.
After you've assigned each task to a category, delete your W tasks. Breathe a sigh of relief at how much shorter your task list is now. Then get to work. Focus first on M tasks, followed by S tasks, and if you have time, C tasks.
By working on your list from the top down, you can ensure that you're always working on your highest-priority tasks.
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3. ABCDE method
A tasks are things you must do.
B tasks are things you should do.
C tasks are nice-to-dos.
D tasks are tasks you should delegate to someone else.
E tasks are tasks you should eliminate.
The ABCDE method expands on the MoSCoW method by prioritizing tasks you need to do and identifying the ones that can be done by someone else.
Kanban apps also work really well for this technique. You'll have one source list for all your tasks followed by additional lists to contain A , B , C , D , and E tasks. Drag and drop tasks from the source list into the appropriate category, then get started on your A tasks.
4. Scrum prioritization
For example, say your highest priority task is to re-tile your bathroom floor. However, you know that you also need to have plumbers run new pipes in your bathroom, and they'll have to cut into the floor to do so. Getting new pipes run may be a lower priority, but since it will impact your highest-priority task of re-tiling the floor, it needs to be completed first.
In Scrum prioritization, you evaluate each task on your list using three criteria:
How important is this task?
How important is it compared to the other tasks on this list?
Is any other task dependent on this task?
Then, using the answers to those questions, you assign each a unique number from one to n (where n is the total number of tasks on your list).
Scrum prioritization works well on its own, but it also pairs really well with other techniques like the MoSCoW or ABCDE method. After categorizing your tasks by priority (as M , C , and W or A , B , and C ), you can begin sequencing the tasks in order of how you plan to complete them, keeping in mind any task dependencies that might impact that order.
5. Bubble sort method
The Bubble sort method is an effective way to answer the question, "How important is this task compared to other tasks on this list?" It's especially useful if you're suffering from the everything-is-urgent problem.
Start with a horizontal grid and assign each task to a cell.
Then, take the first two tasks and evaluate them against each other by asking, "Which task is more important?"
Whichever task from the previous step is most important gets moved to the left. In the example below, Task 2 is more important than Task 1 , so the two tasks switch places.
Then compare the next two tasks. Which is more important? The more important task gets moved one cell to the left.
Continue this process until you get to the end of the list. Then repeat the process from the beginning. Continue repeating the exercise until every task is to the left of a less-important task. Your priorities are now listed from left to right.
There's no specific tool designed for the Bubble sort method, but you can easily use a Kanban, to-do list, or project management app for this. The only difference is that your sets of tasks will run from top-to-bottom instead of left-to-right.
6. Most Important Task (MIT) method
Pick at least one MIT each day that's related to your goals. This way, you're doing something daily to help you reach your goals. And while you'll most likely complete more in a day than only your MITs, selecting your MITs in the morning and setting a deadline ensures you're dedicating time every day to working on important, high-priority tasks.
7. The Ivy Lee method
At the end of every workday, choose the six most important tasks on your list to work on tomorrow.
Then, order those six tasks in terms of priority.
When you get to work the next day, work on task number one until it's complete.
Tackle the rest of your list in the same way.
Continue until all six tasks are complete, and repeat the process every single day.
8. 1-3-9 prioritization technique
The 1-3-9 prioritization technique encourages you to focus on important tasks, but it also gives you a way to prioritize the less important tasks you'll inevitably need to work on. It's like a blend of the MoSCoW, MIT, and Ivy Lee methods.
Every day, you plan to complete 13 tasks:
one critical task (like an M task from MoSCoW)
three important tasks (like S from MoSCoW)
nine nice-to-do tasks (like C from MoSCoW)
You could even combine the 1-3-9 technique with an Eisenhower matrix, leaving you with one task in the Important and urgent quadrant, three in the Important but not urgent quadrant, and nine in the Urgent but not important quadrant.
Order your lists of three and nine tasks in terms of priority. Then work on and complete your one task, followed by your three tasks in order, and finally, your nine tasks in order.
In an ideal world, you'd be able to work only on your highest-priority, high-value tasks—but things rarely work out that way. The 1-3-9 method addresses that reality by giving you a way to make sure you're at least working on the most important of your less important tasks.
Any priority matrix app or Kanban app works well with the 1-3-9 prioritization technique.
9. Two lists technique
First, you write down a list of 25 things you want to accomplish. When the list is complete, circle the five most important items on that list.
When you're finished, compile the results into two lists:
The first—containing the five tasks you circled—becomes your to-do list.
The second—containing the 20 tasks you didn't circle—becomes your don't-do (yet) list.
Focus your attention on completing all the tasks on your first list. Only then can you begin working on your second list.
10. Pareto principle (80/20 rule)
Put another way, if you prioritize a small percentage of the right tasks, they can yield outsized effects.
To put the 80/20 rule into practice, identify your 20% work and make those tasks your priority. There's no hard-and-fast rule baked into the Pareto principle for how to determine your 20% work, but you can draw on other strategies. For example, M tasks from the MoSCoW method or Low effort, high impact tasks from the effort-impact priority matrix.
Bonus: How to prioritize tasks for teams
Many of the prioritization methods listed above are useful for prioritizing your daily tasks. But what if you're working on a larger scale? For example, a product team debating which features to roll out next, or a marketing team deciding how to divide their advertising budget across different campaigns. In those cases, here are a few prioritization methods to help your team identify and sequence those tasks:
How to pick the right task prioritization technique
Every technique on this list helps you achieve the same thing: ensuring that you're always working on your most important tasks. So, in the end, it doesn't matter which technique you use. It doesn't matter if you use multiple techniques. And it doesn't matter if you blend parts of the different techniques to make your own custom method.
What matters is that you pick something that makes sense and feels natural, and get to work.
Related reading:
This article was originally published in July 2019. The most recent update was in September 2023 with contributions from Jessica Lau.
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Jessica Greene
Jessica Greene is a freelance marketing and business writer. A former writing instructor and corporate marketer, she uses her subject-matter expertise and passion for educating others to develop actionable, in-depth, user-focused content.
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SWOT analysis: Examples and templates
A SWOT analysis helps you identify strengths, weaknesses, opportunities, and threats for a specific project or your overall business plan. It’s used for strategic planning and to stay ahead of market trends. Below, we describe each part of the SWOT framework and show you how to conduct your own.
Whether you’re looking for external opportunities or internal strengths, we’ll walk you through how to perform your own SWOT analysis, with helpful examples along the way.
What is a SWOT analysis?
A SWOT analysis is a technique used to identify strengths, weaknesses, opportunities, and threats for your business or even a specific project. It’s most widely used by organizations—from small businesses and non-profits to large enterprises—but a SWOT analysis can be used for personal purposes as well.
While simple, a SWOT analysis is a powerful tool for helping you identify competitive opportunities for improvement. It helps you improve your team and business while staying ahead of market trends.
What does SWOT stand for?
SWOT is an acronym that stands for:
Opportunities
When analyzed together, the SWOT framework can paint a larger picture of where you are and how to get to the next step. Let’s dive a little deeper into each of these terms and how they can help identify areas of improvement.
Strengths in SWOT refer to internal initiatives that are performing well. Examining these areas helps you understand what’s already working. You can then use the techniques that you know work—your strengths—in other areas that might need additional support, like improving your team’s efficiency .
When looking into the strengths of your organization, ask yourself the following questions:
What do we do well? Or, even better: What do we do best?
What’s unique about our organization?
What does our target audience like about our organization?
Which categories or features beat out our competitors?
Example SWOT strength:
Customer service: Our world-class customer service has an NPS score of 90 as compared to our competitors, who average an NPS score of 70.
Weaknesses in SWOT refer to internal initiatives that are underperforming. It’s a good idea to analyze your strengths before your weaknesses in order to create a baseline for success and failure. Identifying internal weaknesses provides a starting point for improving those projects.
Identify the company’s weaknesses by asking:
Which initiatives are underperforming and why?
What can be improved?
What resources could improve our performance?
How do we rank against our competitors?
Example SWOT weakness:
E-commerce visibility: Our website visibility is low because of a lack of marketing budget , leading to a decrease in mobile app transactions.
Opportunities in SWOT result from your existing strengths and weaknesses, along with any external initiatives that will put you in a stronger competitive position. These could be anything from weaknesses that you’d like to improve or areas that weren’t identified in the first two phases of your analysis.
Since there are multiple ways to come up with opportunities, it’s helpful to consider these questions before getting started:
What resources can we use to improve weaknesses?
Are there market gaps in our services?
What are our business goals for the year?
What do your competitors offer?
Example SWOT opportunities:
Marketing campaign: To improve brand visibility, we’ll run ad campaigns on YouTube, Facebook, and Instagram.
Threats in SWOT are areas with the potential to cause problems. Different from weaknesses, threats are external and out of your control. This can include anything from a global pandemic to a change in the competitive landscape.
Here are a few questions to ask yourself to identify external threats:
What changes in the industry are cause for concern?
What new market trends are on the horizon?
Where are our competitors outperforming us?
Example SWOT threats:
New competitor: With a new e-commerce competitor set to launch within the next month, we could see a decline in customers.
SWOT analysis example
One of the most popular ways to create a SWOT analysis is through a SWOT matrix—a visual representation of strengths, weaknesses, opportunities, and threats. The matrix comprises four separate squares that create one larger square.
A SWOT matrix is great for collecting information and documenting the questions and decision-making process . Not only will it be handy to reference later on, but it’s also great for visualizing any patterns that arise.
Check out the SWOT matrix below for a simple example. As you can see, each of the quadrants lists out the company's strengths, weaknesses, opportunities, and threats.
![[Inline illustration] SWOT analysis (Example)](https://assets.asana.biz/transform/cfab4ed2-46d1-4636-b801-14b3d86c8367/inline-project-management-SWOT-analysis-4-2x?io=transform:fill,width:2560&format=webp "client service presentation")
When used correctly and effectively, your matrix can be a great toolkit for evaluating your organization’s strengths and weaknesses.
How to do a SWOT analysis, with examples
A SWOT analysis can be conducted in a variety of ways. Some teams like to meet and throw ideas on a whiteboard, while others prefer the structure of a SWOT matrix. However you choose to make your SWOT analysis, getting creative with your planning process allows new ideas to flow and results in more unique solutions.
There are a few ways to ensure that your SWOT analysis is thorough and done correctly. Let’s take a closer look at some tips to help you get started.
Tip 1: Consider internal factors
Often, strengths and weaknesses stem from internal processes. These tend to be easier to solve since you have more control over the outcome. When you come across internal factors, you can start implementing improvements in a couple of different ways.
Meet with department stakeholders to form a business plan around how to improve your current situation.
Research and implement new tools, such as a project management tool , that can help streamline these processes for you.
Take immediate action on anything that can be changed in 24 hours or less. If you don’t have the capacity, consider delegating these items to others with deadlines.
The way you go about solving internal factors will depend on the type of problem. If it’s more complex, you might need to use a combination of the above or a more thorough problem management process.
Tip 2: Evaluate external factors
External factors stem from processes outside of your control. This includes competitors, market trends, and anything else that’s affecting your organization from the outside in.
External factors are trickier to solve, as you can’t directly control the outcome. What you can do is pivot your own processes in a way that mitigates negative external factors.
You can work to solve these issues by:
Competing with market trends
Forecasting market trends before they happen
Improving adaptability to improve your reaction time
Track competitors using reporting tools that automatically update you as soon as changes occur
While you won’t be able to control an external environment, you can control how your organization reacts to it.
Let’s say, for instance, that you’re looking to compete with a market trend. For example, a competitor introduced a new product to the market that’s outperforming your own. While you can’t take that product away, you can work to launch an even better product or marketing campaign to mitigate any decline in sales.
Tip 3: Hold a brainstorming session
Brainstorming new and innovative ideas can help to spur creativity and inspire action. To host a high impact brainstorming session, you’ll want to:
Invite team members from various departments. That way, ideas from each part of the company are represented.
Be intentional about the number of team members you invite, since too many participants could lead to a lack of focus or participation. The sweet spot for a productive brainstorming session is around 10 teammates.
Use different brainstorming techniques that appeal to different work types.
Set a clear intention for the session.
Tip 4: Get creative
In order to generate creative ideas, you have to first invite them. That means creating fun ways to come up with opportunities. Try randomly selecting anonymous ideas, talking through obviously bad examples, or playing team building games to psych up the team.
Tip 5: Prioritize opportunities
Now, rank the opportunities. This can be done as a team or with a smaller group of leaders. Talk through each idea and rank it on a scale of one through 10. Once you’ve agreed on your top ideas based on team capabilities, competencies, and overall impact, it’s easier to implement them.
Tip 6: Take action
It’s all too easy to feel finished at this stage —but the actual work is just beginning. After your SWOT analysis, you’ll have a list of prioritized opportunities. Now is the time to turn them into strengths. Use a structured system such as a business case , project plan, or implementation plan to outline what needs to get done—and how you plan to do it.
SWOT analysis template
A SWOT analysis template is often presented in a grid format, divided into four quadrants. Each quadrant represents one of the four elements.
Use this free SWOT analysis template to jump-start your team’s strategic planning.
Identify the strengths that contribute to achieving your objectives. These are internal characteristics that give you an advantage. Some examples could be a strong brand reputation, an innovative culture, or an experienced management team.
Next, focus on weaknesses. These are internal factors that could serve as obstacles to achieving your objectives. Common examples might include a lack of financial resources, high operational costs, or outdated technology.
Move on to the opportunities. These are external conditions that could be helpful in achieving your goals. For example, you might be looking at emerging markets, increased demand, or favorable shifts in regulations.
Lastly, let's address threats. These are external conditions that could negatively impact your objectives. Examples include increased competition or potential economic downturns.
Why is a SWOT analysis important?
A SWOT analysis can help you improve processes and plan for growth. While similar to a competitive analysis , it differs because it evaluates both internal and external factors. Analyzing key areas around these opportunities and threats will equip you with the insights needed to set your team up for success.
A SWOT analysis isn’t only useful for organizations. With a personal SWOT analysis, you can examine areas of your life that could benefit from improvement, from your leadership style to your communication skills. These are the benefits of using a SWOT analysis in any scenario.
1. Identifies areas of opportunity
One of the biggest benefits of conducting an analysis is to determine opportunities for growth. It’s a great starting point for startups and teams that know they want to improve but aren’t exactly sure how to get started.
Opportunities can come from many different avenues, like external factors such as diversifying your products for competitive advantage or internal factors like improving your team’s workflow . Either way, capitalizing on opportunities is an excellent way to grow as a team.
2. Identifies areas that could be improved
Identifying weaknesses and threats during a SWOT analysis can pave the way for a better business strategy.
Ultimately, learning from your mistakes is the best way to excel. Once you find areas to streamline, you can work with team members to brainstorm an action plan . This will let you use what you already know works and build on your company’s strengths.
3. Identifies areas that could be at risk
Whether you have a risk register in place or not, it’s always crucial to identify risks before they become a cause for concern. A SWOT analysis can help you stay on top of actionable items that may play a part in your risk decision-making process.
It may be beneficial to pair your SWOT analysis with a PEST analysis, which examines external solutions such as political, economic, social, and technological factors—all of which can help you identify and plan for project risks .
When should you use a SWOT analysis?
You won’t always need an in-depth SWOT analysis. It’s most useful for large, general overviews of situations, scenarios, or your business.
A SWOT analysis is most helpful:
Before you implement a large change—including as part of a larger change management plan
When you launch a new company initiative
If you’d like to identify opportunities for growth and improvement
Any time you want a full overview of your business performance
If you need to identify business performance from different perspectives
SWOT analyses are general for a reason—so they can be applied to almost any scenario, project, or business.
SWOT analysis: Pros and cons
Although SWOT is a useful strategic planning tool for businesses and individuals alike, it does have limitations. Here’s what you can expect.
The simplicity of SWOT analysis makes it a go-to tool for many. Because it is simple, it takes the mystery out of strategic planning and lets people think critically about their situations without feeling overwhelmed.
For instance, a small bakery looking to expand its operations can use SWOT analysis to easily understand its current standing. Identifying strengths like a loyal customer base, weaknesses such as limited seating space, opportunities like a rising trend in artisanal baked goods, and threats from larger chain bakeries nearby can all be accomplished without any specialized knowledge or technical expertise.
Versatility
Its versatile nature allows SWOT analysis to be used across various domains. Whether it’s a business strategizing for the future or an individual planning their career path, SWOT analysis lends itself well.
For example, a tech start-up in the competitive Silicon Valley landscape could employ SWOT to navigate its pathway to profitability. Strengths might include a highly skilled development team; weaknesses could be a lack of brand recognition; opportunities might lie in emerging markets; and threats could include established tech giants.
Meaningful analysis
SWOT excels in identifying external factors that could impact performance. It nudges organizations to look beyond the present and anticipate potential future scenarios.
A retail company, for example, could use SWOT analysis to identify opportunities in e-commerce and threats from changing consumer behavior or new competitors entering the market. By doing so, the company can strategize on how to leverage online platforms to boost sales and counteract threats by enhancing the customer experience or adopting new technologies.
Subjectivity and bias
The subjective nature of SWOT analysis may lead to biases. It relies heavily on individual perceptions, which can sometimes overlook crucial data or misinterpret information, leading to skewed conclusions.
For example, a manufacturing company might undervalue the threat of new entrants in the market due to an overconfidence bias among the management. This subjectivity might lead to a lack of preparation for competitive pricing strategies, ultimately affecting the company's market share.
Lack of prioritization
SWOT analysis lays out issues but falls short on prioritizing them. Organizations might struggle to identify which elements deserve immediate attention and resources.
For instance, a healthcare provider identifying numerous opportunities for expansion into new services may become overwhelmed with the choices. Without a clear way to rank these opportunities, resources could be spread too thinly or given to projects that do not have as much of an impact, leading to less-than-ideal outcomes.
Static analysis
Since SWOT analysis captures a snapshot at a particular moment, it may miss the evolving nature of challenges and opportunities, possibly leading to outdated strategies. An example could be a traditional retail business that performs a SWOT analysis and decides to focus on expanding physical stores, overlooking the growing trend of e-commerce. As online shopping continues to evolve and gain popularity, the static analysis might lead to investment in areas with diminishing returns while missing out on the booming e-commerce market trend.
SWOT analysis FAQ
What are the five elements of swot analysis.
Traditionally, SWOT stands for its four main elements: strengths, weaknesses, opportunities, and threats. However, a fifth essential element often overlooked is "actionable strategies." Originally developed by Albert Humphrey, SWOT is more than just a list—it's a planning tool designed to generate actionable strategies for making informed business decisions. This fifth element serves to tie the other four together, enabling departments like human resources and marketing to turn analysis into actionable plans.
What should a SWOT analysis include?
A comprehensive SWOT analysis should focus on the internal and external factors that affect your organization. Internally, consider your strong brand and product line as your strengths, and maybe your supply chain weaknesses. Externally, you'll want to look at market share, partnerships, and new technologies that could either pose opportunities or threats. You should also account for demographics, as it helps in market targeting and segmentation.
How do you write a good SWOT analysis?
Writing an effective SWOT analysis begins with research. Start by identifying your strengths, like a strong brand, and your weaknesses, like a small human resources department. Following that, look outward to find opportunities, possibly in technological advancement, and threats, like fluctuations in market share. Many businesses find it helpful to use a free SWOT analysis template to structure this information. A good SWOT analysis doesn't just list these elements; it integrates them to provide a clear roadmap for making business decisions.
What are four examples of threats in SWOT analysis?
New technologies: Rapid technological advancement can make your product or service obsolete.
Supply chain disruptions: Whether due to natural disasters or geopolitical tensions, an unstable supply chain can seriously jeopardize your operations.
Emerging competitors: New players entering the market can erode your market share and offer alternative solutions to your customer base.
Regulatory changes: New laws or regulations can add costs and complexity to your business, affecting your competitiveness.
How do you use a SWOT analysis?
Once you've completed a SWOT analysis, use the results as a decision-making aid. It can help prioritize actions, develop strategic plans that play to your strengths, improve weaknesses, seize opportunities, and counteract threats. It’s a useful tool for setting objectives and creating a roadmap for achieving them.
Plan for growth with a SWOT analysis
A SWOT analysis can be an effective technique for identifying key strengths, weaknesses, opportunities, and threats. Understanding where you are now can be the most impactful way to determine where you want to go next.
Don’t forget, a bit of creativity and collaboration can go a long way. Encourage your team to think outside of the box with 100+ team motivational quotes .
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How to prioritize tasks: 10 task prioritization techniques
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