• Like
Customer Care
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

Customer Care

  • 10,346 views
Published

a visual presentation to accompany specific library related customer service training

a visual presentation to accompany specific library related customer service training

Published in Business , Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
No Downloads

Views

Total Views
10,346
On SlideShare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
1,140
Comments
6
Likes
8

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Customer Care
  • 2. Our Mission
  • 3. We are in the business of satisfying the customer’s need to know…
  • 4. .
  • 5. Perception of Service Perceived Service Dimensions of Service Quality Tangibles Reliability Responsiveness Competence Courtesy Credibility Security Access Communication Understanding Empathy Expected Service Marketing Personal Needs Past Experience Word of Mouth Service Quality
  • 6.  
  • 7.  
  • 8. Bridging Perceptual Gaps
  • 9.   Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
  • 10.  
  • 11.  
  • 12. Bridging Perceptual Gaps
    • Be clear about intentions
    • Be certain actions match intentions
    Check for understanding
  • 13. Bridging Perceptual Gaps
    • listen carefully beyond biases
    • consider the intentions of the sender
    • do not make assumptions
    Check for understanding
  • 14. Here’s what I heard you say. Is that correct?
  • 15.  
  • 16. Things we want to get right
  • 17. Body language
  • 18. Focus
  • 19. Active listening
  • 20. Be Responsive
  • 21. 2. excellence of manners or social conduct; polite behavior. 1. a courteous , respectful, or considerate act or expression. Cour . te . sy [kur-t uh -see] Be courteous
  • 22. They have to know we care
  • 23. Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk
  • 24. Successful Telephone Practices
  • 25. Successful Telephone Practices Eagle Branch Library. Syaron speaking. How may I help you? Yes, I need information about Japanese animation.
  • 26. Successful Telephone Practices I’m sorry. I don’t have that information here.
  • 27. Successful Telephone Practices Would you like me to connect you with that department? Yes, please!
  • 28. Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you?
  • 29. Successful Telephone Practices I have a transfer for you. Bye!
  • 30. Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you? I am waiting for my information!
  • 31. Successful Telephone Practices ? ! ? Huh?
  • 32. How do we prevent this?
  • 33. “ A man without a smiling face must not open a shop.”