Difference between customer service & customer satisfaction.

27. Employee Engagement is defined as the
extent to which employees are satisfied
with their jobs and are committed to
their work and their organization.
Client
Satisfaction
Confidence
and Trust in
the City of
Ottawa
Employee
Engagement
Operational
Performance
Job
Satisfaction
Commitment
Employee Engagement
How do we achieve Service Excellence?

29. “There are no traffic jams along the extra mile.”
-ROGER STAUBACH

41. Handling an Angry Customer
• Use the EAR method
– E – Empathize
– A – Acknowledge/Apologize
– R - Responsibility