This document provides guidance on developing a customer-oriented service culture. It discusses the importance of treating customers in a friendly, flexible, problem-solving and error-recovery manner. It also defines the different types of customers and emphasizes that customer perceptions are important for producing satisfaction. The document recommends continuously improving service quality through customer feedback and reviews of processes.
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule โ You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule โ You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
ย
Frankfinn Presentation on Customer Relationship Management by Hricha Dhungel
This Presentation on Customer Relationship Management will help you give an idea of how to make one.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
ย
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
ย
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
More Related Content
Similar to csc_basic_customer_relations_for_deped_2.ppt
Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
Frankfinn Presentation on Customer Relationship Management by Hricha DhungelHrichaDhungel
ย
Frankfinn Presentation on Customer Relationship Management by Hricha Dhungel
This Presentation on Customer Relationship Management will help you give an idea of how to make one.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
ย
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
ย
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
ย
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website โ www.pmday.org
Youtube โ https://www.youtube.com/startuplviv
FB โ https://www.facebook.com/pmdayconference
Unveiling the Secrets How Does Generative AI Work.pdfSam H
ย
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
ย
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Putting the SPARK into Virtual Training.pptxCynthia Clay
ย
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
"๐ฉ๐ฌ๐ฎ๐ผ๐ต ๐พ๐ฐ๐ป๐ฏ ๐ป๐ฑ ๐ฐ๐บ ๐ฏ๐จ๐ณ๐ญ ๐ซ๐ถ๐ต๐ฌ"
๐๐ ๐๐จ๐ฆ๐ฌ (๐๐ ๐๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐๐๐ญ๐ข๐จ๐ง๐ฌ) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
๐๐ ๐๐จ๐ฆ๐ฌ provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
โญ ๐ ๐๐๐ญ๐ฎ๐ซ๐๐ ๐ฉ๐ซ๐จ๐ฃ๐๐๐ญ๐ฌ:
โข 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
โข SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
โขFreenBecky 1st Fan Meeting in Vietnam
โขCHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
โข WOW K-Music Festival 2023
โข Winner [CROSS] Tour in HCM
โข Super Show 9 in HCM with Super Junior
โข HCMC - Gyeongsangbuk-do Culture and Tourism Festival
โข Korean Vietnam Partnership - Fair with LG
โข Korean President visits Samsung Electronics R&D Center
โข Vietnam Food Expo with Lotte Wellfood
"๐๐ฏ๐๐ซ๐ฒ ๐๐ฏ๐๐ง๐ญ ๐ข๐ฌ ๐ ๐ฌ๐ญ๐จ๐ซ๐ฒ, ๐ ๐ฌ๐ฉ๐๐๐ข๐๐ฅ ๐ฃ๐จ๐ฎ๐ซ๐ง๐๐ฒ. ๐๐ ๐๐ฅ๐ฐ๐๐ฒ๐ฌ ๐๐๐ฅ๐ข๐๐ฏ๐ ๐ญ๐ก๐๐ญ ๐ฌ๐ก๐จ๐ซ๐ญ๐ฅ๐ฒ ๐ฒ๐จ๐ฎ ๐ฐ๐ข๐ฅ๐ฅ ๐๐ ๐ ๐ฉ๐๐ซ๐ญ ๐จ๐ ๐จ๐ฎ๐ซ ๐ฌ๐ญ๐จ๐ซ๐ข๐๐ฌ."
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
ย
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
ย
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
ย
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
3. 3
โPublic Office is a public trust.
Public officers and employees
must at all times be accountable
to the people, serve them with
utmost responsibility, integrity,
loyalty, and efficiencyโฆโ
(1987 Constitution of the Philippines, Article XI, Section 1)
5. 5
4 Kinds of Treatment
1. Friendly and Caring
People want to feel that
their needs are important
to you and your
organization and that
they are treated in a
friendly way. This
includes such simple
things as giving
information and
answering questions.
6. 6
2. Flexible
People want the
person
who helps them to be
able to โgo aroundโ
the
system, if necessary,
and
to make it work for
them when the present
situation does not
totally meet their
needs.
7. 7
3. Problem Solving
When people have problems
that need some attention,
they want to know that you
are able to figure out a
solution. They want to know
that they will not be
transferred or shuttled
around and left feeling that
they are responsible for
taking care of their
problem.
8. 8
4. โErrorโ Recovery
When a mistake is made, people
want it to be taken cared of
immediately and to their
satisfaction, It is not as if people
expect perfection, actually may
people are quite considerate of
the realities of human systems
and the potential for honest
mistakes being made. What they
want is some kind of quick
response that recognizes that a
mistake has been made and every
effort is being made to correct it.
9. 9
Anyone internal or external to the organization for
whom your work, products (results, outputs) or
services (expertise, knowledge) are produced or
intended.
Anyone whose success or satisfaction depends on
your action.
10. 10
Four Types of Customers
Direct :
Indirect :
Internal :
External :
Individuals or organizations who avail themselves of your
products (results, outputs) or services (expertise,
knowledge) for their personal or organizationโs use.
Individuals or organizations that benefit from your
products or services through another party or from a
direct customer.
Another person, your boss, a group of peers, another
division or another department within the organization
that depends on products or services you provide.
An individual, a group of individuals or another
organization outside of your organization that depends
on products or services you provide.
11. 11
Customer Expectations
Example:
โAsking for directions inside the building.โ
Customer Expectations:
๏Thereโs an โinformationโ person
๏No line or short wait in line
๏Information person is knowledgeable and patient
๏Directions or signage are clear and easy to understand
๏Directions accurate
12. 12
Try to think of actual experiences you have had, not only
with government agencies, but from the perspective of a
customer who has needs and wants. Think of what makes
the service really memorable.
13. 13
Ways to Improve Service
Ask your customers for input.
Ask fellow employees in the work unit.
Revisit your service vision, values, strategies, standards and
performance pledges.
Examine your service delivery cycles.
Continuously educate management and staff.
Analyze key customer contact points
14. 14
Review processes, practices, procedures and
policies regarding your work.
Look for ways to streamline and simplify.
Inform and educate your customers.
15. 15
Availability โ you respond when they need you.
Understanding Needs โ you know your customerโs business.
Cooperativeness โ you do whatโs necessary and beyond.
Helpfulness โ you take those extra steps to keep the customer
happy.
Timeliness โ you deliver at the time when service is needed.
Professionalism โ you behave and act in an ethical manner.
(5S of professionalism โ Standard, Skills, Spirit, Specialized
Knowledge & Supportive Environment )
17. Follow up โ you keep the customer advised.
Problem Solver โ you identify potential
problem areas, solve them and handle change.
Quality โ you deliver what the customer
expects.
17
18. 18
* Service quality is largely determined
by customer perceptions โ their
beliefs about what theyโre GETTING
compared to what they EXPECTED.
* Perceptions are highly subjective.
* Perceptions may not be logical,
accurate, or fair, but theyโre real and
theyโre powerful.
To produce customer satisfaction:
*Make the customer feel important.
*Listen and respond to customerโs
feelings.
*Ask for and offer suggestions.
*Acknowledge customers.
*Clarify details about each specific
situation.
*Meet (or exceed) customerโs
needs.
*Make sure the customer is happy
with what s/he gets.
*Appear trained and prepared.
*Follow-through.
PERCEPTIONS SATISFACTION
19. 19
Written satisfaction surveys
Phone surveys
One-on-one interview with key informants
Point of service comment cards
In-depth focus group discussion
Direct customer feedback
Suggestion boxes
21. 21
*Specific words and actions of
customers that drives us service
providers โcrazyโ
*Specific words and actions of service
providers that drives customers
โcrazyโ
22. 22
1. Parent
a. Critical parent
โ Judgmental
โ Condescending
โ I know best
โ Always, should, never
โ Canโt please
โ Feel like and pointing finger
2. Adult
โ Unemotional/factual
โ What/who/when/how
โ Give and ask for ideas and
opinions
โ Problem-solver
b. Nurturing
โ Protective
โ Iโll take care of it
โ Letโs not argue
โ Arm around
โ โmomโ/โdadโ
3. Child
โ Free expression
โ Spontaneous
โ Gut level emotion
โ Manipulative
โ Self-absorbed
โ Know-it-all
23. 23
* Definitions of Types of Transactions
1. Parallel
In a parallel transaction a person sends a direct message to
someone and the sender gets an expected response. This can
occur between any two ego states. When the response is
expected, the transaction is complimentary and the lines of
communication remain open and uninterrupted.
Examples:
P P P P
A A A A
C C C C
X: Are you attending the X: Letโs call in sick
Staff Meeting this morning? tomorrow.
Y: Yes, I plan to attend. Y: Great. It should be a
great day to go off.
24. 24
2. Crossed
A crossed transaction occurs when the sender is met with
an unexpected response. When this takes place, the
transaction may become blocked and communication may
be closed off or diverted. In this state, people may become
angry, confused or withdrawn.
Examples:
P P P P
A A A A
C C C C
X: Are you attending the X: Letโs call in sick
Staff meeting this morning? tomorrow?
Y: Why are you always Y: You shouldnโt be
checking on me? breaking the rules
by calling in sick
when you are not
sick.
25. 25
3. Ulterior
Ulterior transactions occur when a person appears to be
sending one kind of message but is actually sending another
kind of message in disguise. Sometimes the tone of voice or
body language will convey the real message. This sort of
transaction is undesirable.
Examples:
P P P P
A A A A
C C C C
X: Ms. Madlangbayan, the policy X: Mr. Olaรฑo where
of this agency is to pay clerical are the data sheets
staff P300.00 per day. from the Accounting
Department.
(Ms. Madlangbayan, this agency (Mr. Olaรฑo, why donโt you
is paying you P300.00 per day handle your work like
Thatโs a lot of money for the you are supposed to.)
kind of work youโve been
turning out.)
26. Attitude is your mental
position with regard to facts โ
or more simply, the way you
view things.
26
27. 27
1. Your attitude toward customers influences your behavior. You
cannot always camouflage how you feel.
2. Your attitude determines the level of your job satisfaction.
3. Your attitude affects everyone who comes in contact with
you, either in person or on the telephone.
4. Your attitude is not only reflected by your tone of voice, but
also by the way you stand or sit, your facial expression and
other non-verbal ways.
5. Your attitude is not fixed. The attitude you choose to display
is up to you.
28. 28
FUNDAMENTAL SKILLS IN CUSTOMER
INTERACTION
3 CRITICAL TYPES OF CUSTOMER
INTERACTION:
1. Dealing with Complaints
2. Saying โNoโ without
antagonizing
3. Handling difficult people
31. 31
TECHNIQUES IN DEALING WITH
COMPLAINTS
*Allow customer to vent . . .
*Apologize
*Educate the customer
*Ask open questions
*Explain action
*Thank the customer
*Under promise, but sometimes over deliver
*Write complaints down
*โEscalate concernโ to emphatize
32. 32
TECHNIQUES IN SAYING โNOโ WITHOUT ANTAGONIZING
*Use warm and cooperative voice
*Explain why
*Eliminate jargon
*Be courteous
*Restate policy
*Give benefit to customer first
*Suggest alternatives
34. 34
PRAYER BEFORE STARTING WORK
Our loving God, as we begin our work, we bring Your presence with us.
We speak Your compassion, Your grace, Your mercy,
and we ask you to share Your gift of peace.
We acknowledge Your power over all that will be spoken, thought, decided
and done throughout this day.
Anoint our projects, ideas, and struggles, so that even our smallest
Accomplishment may bring You glory.
Lord, when we are confused, guide us.
When we are discouraged and losing hope, energize us.
When we are burned out, infuse us with the light of the Holy Spirit.
May the work that we do and the way we do it bring faith, joy,
and a smile to all that we come in contact with today.
Bless our family, our home, our nation.
May truly care for the earth and the community of life
as we try to promote your dream for justice and liberation.
In the Name of Jesus we pray,
with much love and Thanksgiving.....
Amen.