Customer Care

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  • + erwingalang erwingalang 3 weeks ago
    thanks. this will greatly help my presentation
  • + JimMcNeill Jim McNeill 5 months ago
    Some great use of appropriate and stimulating images - thanks for sharing
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Customer Care - Presentation 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.”

+ Damone VirgilioDamone Virgilio, 2 years ago

custom

2357 views, 3 favs, 0 embeds more stats

a visual presentation to accompany specific library more

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