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Customer Care
Our Mission
We are in the business of satisfying the customer’s need to know…
.
Perception of Service Perceived  Service Dimensions of  Service Quality Tangibles Reliability Responsiveness  Competence C...
 
 
Bridging Perceptual Gaps
        Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the oln...
 
 
Bridging Perceptual Gaps <ul><li>Be clear about intentions </li></ul><ul><li>Be certain actions match intentions </li></ul...
Bridging Perceptual Gaps <ul><li>listen carefully beyond biases </li></ul><ul><li>consider the intentions of the sender </...
Here’s what I heard you say.  Is that correct?
 
Things we want to get right
Body language
Focus
Active listening
Be Responsive
2.  excellence of manners or social conduct; polite behavior.   1.  a   courteous ,  respectful, or considerate act or exp...
They have to know we care
Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk
Successful Telephone Practices
Successful Telephone Practices Eagle Branch Library. Syaron speaking. How may I help you? Yes, I need  information  about ...
Successful Telephone Practices I’m sorry. I don’t have that information here.
Successful Telephone Practices Would you like  me to connect  you with that  department? Yes, please!
Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help   you?
Successful Telephone Practices I have  a transfer for you. Bye!
Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help   you? I am waiting  f...
Successful Telephone Practices ? ! ? Huh?
How do we prevent this?
“ A man without a smiling face must not open a shop.”
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Customer Care

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a visual presentation to accompany specific library related customer service training

Published in: Business, Technology

Customer Care

  1. 1. Customer Care
  2. 2. Our Mission
  3. 3. We are in the business of satisfying the customer’s need to know…
  4. 4. .
  5. 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. 8. Bridging Perceptual Gaps
  7. 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.
  8. 12. Bridging Perceptual Gaps <ul><li>Be clear about intentions </li></ul><ul><li>Be certain actions match intentions </li></ul>Check for understanding
  9. 13. Bridging Perceptual Gaps <ul><li>listen carefully beyond biases </li></ul><ul><li>consider the intentions of the sender </li></ul><ul><li>do not make assumptions </li></ul>Check for understanding
  10. 14. Here’s what I heard you say. Is that correct?
  11. 16. Things we want to get right
  12. 17. Body language
  13. 18. Focus
  14. 19. Active listening
  15. 20. Be Responsive
  16. 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
  17. 22. They have to know we care
  18. 23. Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk
  19. 24. Successful Telephone Practices
  20. 25. Successful Telephone Practices Eagle Branch Library. Syaron speaking. How may I help you? Yes, I need information about Japanese animation.
  21. 26. Successful Telephone Practices I’m sorry. I don’t have that information here.
  22. 27. Successful Telephone Practices Would you like me to connect you with that department? Yes, please!
  23. 28. Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you?
  24. 29. Successful Telephone Practices I have a transfer for you. Bye!
  25. 30. Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you? I am waiting for my information!
  26. 31. Successful Telephone Practices ? ! ? Huh?
  27. 32. How do we prevent this?
  28. 33. “ A man without a smiling face must not open a shop.”

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