321 unit 5 customer
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321 unit 5 customer

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321 unit 5 customer 321 unit 5 customer Presentation Transcript

  • UNIT 5 CUSTOMERS COMPLAINTS &CUSTOMER SERVICE
  • Exchanging Information Type
of
hotels Find
out
about Age
of
current
 Tell
me facilities Interested
in
 Number
of
hotels Deal
with Budget Possible
for

  • Making ArrangementA
meeting ArrangeThe
start
of
 How
Sergio’s
Trip I’d
prefer
Elena
&
Sergio’s
 Suits
meeting View slide
  • Change the DateTo
change
the
time
of
his
appointmentWork
in
general,
the
weather Small
talk:
something
trivial
you
talk
at
 the
beginning
to
warm
up
the
 conversationWednesdayThe
appointment
(
to
Thursday) View slide
  • Useful Phrases to Make Arrangement on the PhoneI’m
phoning/calling
to
arrange
a
meeting.I
can’t
make
it
in
the
morning/on
Thursday.
I
can
do
Friday/the
afternoon.
Would
next
Wednesday
be
okay?
  • Managing Customer FeedbackCustomer
satisfaction Facility/Product/Staff
/Service
Viable
businessFailure
in
customer
care The
gap
between
what
is
expected
and
what
 is
actually
delivered Service
does
not
live
up
to
its
standard
  • What
services
can
a
customer
expect
from
Limewood
Spa?
 Retreat,
hideout,
hideaway Physical
wellness,
healthy
cuisine
What
is
special
with
its
program?
 Tailor­made,
custom
­
made [tailor­customize­personalize]
  • What seems to be the problem?The
food
was
overrated/overpriced.
The
service
was
poor/subpar.
The
manager
did
not
take
the
customer’s
complaint
seriously.
She
did
not
handle
the
complaint
properly.
She
put
the
blame
on
the
customer.

  • The
staff
were
not
helpful/service­minded/hospitable.The
staff
were
not
attentive
to
the
customers.
They
did
not
anticipate
the
customers’
need.
They
were
not
proactive.
The
customer
did
not
receive
the
service
they
expected.
The
staff
failed
to
offer
alternatives.

  • Customers
were
given
unclear,
difVicult­to­follow
direction.
The
Duty
Manager
was
rude.
The
promise
was
not
delivered.
The
staff’s
mannerism/tone
of
voice
was
impolite,
curt,
not
courteous.

  • Mini task [5 points]You
are
a
team
of
business
consultants Find
the
root
cause[s]
of
the
problem[s]
 that
Limewood
Spa
is
currently
 encountering Advise
them
what
to
do
to
solve
the
 problem[s]
  • Root Cause Outlets,
facilities:
Not
set
up
to
 customer’s
needsStaff
on
scene:
Unable
to
handle
the
 situation
professionally
Organization:
System/culture
that
 tolerates
this
kind
of
behavior
  • Troubleshooting People:
Hiring
for
attitude Tools:
TrainingSystem:
Employee
Recognition
Program
  • Additional VocabularyTo
empower:
to
give
someone
the
freedom
to
do
somethingUnderstaffed:
not
having
enough
staffOne­on­one:
direct
communication
between
2
people