Your SlideShare is downloading. ×
0
Customer care
Customer care
Customer care
Customer care
Customer care
Customer care
Customer care
Customer care
Customer care
Customer care
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Customer care

444

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
444
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
18
Comments
0
Likes
0
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 Part Two
  • 2. Overview What is customer care? ___________________________________ ___________________________________ ___________________________________
  • 3. Today’s Objectives  To look at how customer complaints should be handled  To understand how staff training and incentives can improve customer care  To look at how customer service is measured
  • 4. Handling Complaints - Procedure In order to deal with complaints efficiently it is important that companies have a specific complaints procedure in place.  Listen attentively:___________________________________  Do not interrupt the guest; ____________________________ _________________________________________________  Wait until the guest has completely finished before saying anything
  • 5. Complaints Procedure (Cont.)  Apologise; ________________________________________  Do not ____________________ or use inappropriate language  Summarise the nature of the complaint; __________________ ________________________________________________________  Explain what action will be taken and the _________________ in which this will take place.
  • 6. Staff Training Why is staff training important in achieving a high level of customer service?    
  • 7. Staff Incentives Incentives can help to motivate staff to improve the way in which they deal with customers. Examples of staff incentives related to customer service are:   
  • 8. Measurement of Customer Service How can we measure customer service? Customer Retention Rates
  • 9. Guest Comment Cards What information is important to include on a guest comment card, in order to give you the maximum information?     
  • 10. Why is it important to measure Customer Service?    

×