This document provides an overview of a customer service training program designed by Sunil Kumar. The objectives are to define different types of customers, both internal and external, identify important quality characteristics for customer service, and create positive customer experiences. The training covers identifying different types of customer interactions, demonstrating caring responses, and creating a series of caring responses. It also discusses the benefits of good customer service for both personal and organizational outcomes. Key aspects of customer service attitude are presented, including projecting confidence, thinking positively, using positive language, and conveying courtesy.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
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.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
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.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
Demand management and customer service, This presentation is talking about the customer services management in the logistic industry from marketing point of view.
Powered by Hany Sewilam - 2017
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
This presentation covers customer satisfaction with examples taken from famos motor brands i.e. Mercedese & Ford Motor Company. After Reading this, one should be uble to understand and deliver the best knowledge about customer satisfaction.
Introduction to customer care and service
Main Contents
Customer
service
customer care/service
Types of customers
Types of customer services
Definition of Customer
What does customer mean?
why we need to study customer care & services?
Types of customers
six secrets of customer service
Fundamentals of customer care
Understanding the service product
Introduction to customer care and service Customer care & Service.pptxEndalamaw4
There is only one boss: the customer. And he or she can fire everybody in the company from the chairman down, simply by spending their money somewhere else. (Sam Walton, founder of Wal-Mart)
What does customer mean?
1) A person who buys, especially on a regular basis;
2) A person or a company that buys goods or services. At the end of the day customers are the sole provider of every business—the revenue stream that pays for everything else. You can have the best product, the best accountant, the best management, and so on, but you have nothing without a revenue stream. And the revenue stream is the direct contribution of sales, period. Nothing happens until something is sold.
What is Service?
It is anything of value other than physical goods, which one person or organization provides to another person or organization in exchange for something.
Service is the work of dealing with customers. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. It may or may not be tied to a physical product.
A service is an act or performance offered by one party to another. Although the process may be tied to a physical product, the performance is essentially intangible and does not normally result in ownership of any of the factors of production.
Services are economic activities that create value and provide benefits for customers at specific times and places, as a result of bringing about a desired change in—or on behalf of-—the recipient of the service.
A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. Services are deeds, processes, and performances.
Service can be seen simply as those points of interaction between service providers, normally the employees of an operation, and their customers. A broader description would include all the elements that go to make up a complete service package or experience, which might include, as in a hotel, a complete mixture of products and services. The nature of the service act means that operations have a number of particular characteristics that affect their management.
Services are often described in contrast to goods. While the later are tangible items that can be created and then sold or used later, service is intangible and perishable. It is usually created and consumed simultaneously.
Dr Sunil Kumar PPT and Document Link details - Google Sheets.pdfDr. Sunil Kumar
All PPT Link to Download
title
Hunar se rozgar in f & b service theory manual
Co operation to other department on hotel
Upselling methods
Checkout system
Bell boys
Bell desk
Arrival & departure
Career in tourism
Careers in the hospitality industry
Check out procedure
Classification of hotels
Club service facilities in hotels
Concierge functions
Concierge
Definition of hospitality
Effective complants handling
Eva floor
front office basic
Functions of reservation &porters
Grooming standards
Group check in
Guest check out
How to hadle complaints
How to write job descriptions
Introduction to the hospitality industry
Jobspecification
Mail handling
Mission statement
Notes on duties of f.o staff
Registration
Reservation channels
Reservation modes
Reservation sources
Reservation&room selling procedures
Reservation
Reservations
Rooms all type
Sections of front office department in hotels
Skills of f.o
Telephone techniques
Time share
Types of hotels
Types of hotels
Types of rack rates
Types of reservation
Types of tourism
career path in hospitality
Yield management
Job interview attire slide show
Food and bevarage sections in hotels
G.d techniques
Group discussion
House keeping basics
Importance of h.k deptt
Improving communication
Interview presentation1
Interview questions
Interview questions
Interview
Interview preparation for_website_68141_72873
Interviewing skills
Interviewing skills
Interviewing powerselling
Inventory of linen
Laundry equipment notes
Laundry location
Laundry
M.p tourism
Manager skills ppt
Moments of truth
Motivation
Opl
Personal hygine
Personality devolopment
Ppt mtivation
Ppt on managerial skills
fish ppt
Providing execeptional service
Quality service delivery
Quality service
Research project on medical tourism
Resources successful interviews
Resume &interview
Resume&interview preparation
Room status
Safety by h.k deptt
Self introduction
Service types
Service
Solving the mystique of interviewing
Table setting
Types of interview
Uniforms
Various tourism
Wash cycle
What towear
state institute of hotel management , tilyar lake , rohtak News
state institute of hotel management , tilyar lake , rohtak
Body language
introduction to hk_dept.
Wines of port & spain
1 beer and beer service
2 wine service
Alcoholic beverage
Alcoholic beverages
American whicky
Armagnac
Basic of wine
Beer ok
Beer1
Bitters
Brandy
Brandy2
Champagne
Cocktail
Cocktails
Cognac
Dine with wine
Distillation
English gin
French wines
Gin
Gin
Gin2
Irish whiskey
Italain win
Italy win (2)
Ital y win
Liqueur
Liqueurs
Eating market dynamics
the leela kempinski gurgaon delhi ncr
3 deptt of hotels
Advertisements
INTRODUCTION OF HOSPITALITY INDUSTRY
Banquet
Banquets
Bar operations
Bar operatioon
Basicskill
Beverage service
Body language new
Body language
Body language
Breakfast ok
Buffet
C.v&interview preparation
Calcutta times bash
Career planning1
Cheese ok
Wine project
01 menage
02 preparation of table
03 standard cover
04 sequence of service
05 silver service
Resort Management is the comprehensive and strategic oversight of all operations within a resort property, aimed at delivering exceptional guest experiences and maximizing profitability. It involves the efficient coordination of various departments, including accommodations, food and beverage, recreational facilities, guest services, and administration.
A successful resort management team ensures that all aspects of the resort are functioning seamlessly to create a welcoming and enjoyable environment for guests. This includes maintaining the highest standards of customer service, implementing effective marketing and sales strategies, managing reservations and bookings, coordinating housekeeping and maintenance services, and overseeing financial operations.
Resort managers are responsible for setting the overall vision and direction of the property, developing strategic plans to attract and retain guests, and ensuring that the resort meets or exceeds guest expectations. They work closely with department heads and staff to provide ongoing training and guidance, fostering a culture of exceptional service and professionalism.
In addition to guest satisfaction, resort management also focuses on financial performance. Managers are responsible for budgeting, cost control, and revenue management to optimize profitability. They analyze market trends, monitor competitors, and make informed decisions to drive revenue growth and operational efficiency.
Resort management also involves maintaining and enhancing the resort's physical infrastructure, including buildings, landscapes, and amenities. This includes regular maintenance, renovations, and upgrades to ensure a visually appealing and well-maintained property.
Furthermore, resort managers must stay abreast of industry trends, technological advancements, and evolving guest preferences. They leverage this knowledge to implement innovative practices, adopt sustainable initiatives, and deliver unique experiences that set their resort apart from competitors.
Digital Marketing All Module Sunil Kumar.pptxDr. Sunil Kumar
Slide 1: Introduction
Welcome to the Digital Marketing Presentation
Overview of the power and potential of digital marketing
Slide 2: What is Digital Marketing?
Definition of digital marketing
Importance of digital marketing in today's business landscape
Slide 3: Key Components of Digital Marketing
Search Engine Optimization (SEO)
Pay-Per-Click Advertising (PPC)
Social Media Marketing
Email Marketing
Content Marketing
Influencer Marketing
Slide 4: Benefits of Digital Marketing
Increased brand visibility and recognition
Enhanced targeting and personalization
Improved customer engagement and interaction
Higher conversion rates and ROI
Real-time tracking and analytics
Slide 5: Digital Marketing Channels
Website and Landing Pages
Search Engines (Google, Bing, etc.)
Social Media Platforms (Facebook, Instagram, LinkedIn, Twitter)
Email Platforms (Mailchimp, Constant Contact, etc.)
Online Advertising Networks (Google Ads, Facebook Ads, etc.)
Slide 6: Developing a Digital Marketing Strategy
Identifying business objectives and goals
Understanding target audience and buyer personas
Selecting the right digital marketing channels
Creating compelling content and messaging
Implementing effective tracking and measurement
Slide 7: Digital Marketing Tools and Technologies
Analytics platforms (Google Analytics, Adobe Analytics)
Customer Relationship Management (CRM) software
Marketing Automation tools (HubSpot, Marketo, etc.)
Social media management and scheduling tools
Content management systems (CMS)
Slide 8: Best Practices for Digital Marketing Success
Consistent branding and messaging
Mobile optimization and responsive design
A/B testing and optimization
Data-driven decision making
Continuous learning and staying updated with industry trends
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
Instructions for Submissions thorugh G- Classroom.pptxJheel Barad
This presentation provides a briefing on how to upload submissions and documents in Google Classroom. It was prepared as part of an orientation for new Sainik School in-service teacher trainees. As a training officer, my goal is to ensure that you are comfortable and proficient with this essential tool for managing assignments and fostering student engagement.
1. Customer ServiceCustomer Service
ManagementManagement
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
2. Customer ServiceCustomer Service
Objectives of the program:Objectives of the program:
Who is a customerWho is a customer
Identify your customer- Internal and ExternalIdentify your customer- Internal and External
What quality characteristics are important forWhat quality characteristics are important for
Customer serviceCustomer service
How to create positive memorable experiencesHow to create positive memorable experiences
for all customersfor all customers
3. Caring Customer ServiceCaring Customer Service
Outcomes of this module are:Outcomes of this module are:
Identify different kinds of customerIdentify different kinds of customer
contactcontact
Demonstrate and use Caring ResponsesDemonstrate and use Caring Responses
Create and use a series of CaringCreate and use a series of Caring
ResponsesResponses
4. Customer ServiceCustomer Service
You are among the growing group ofYou are among the growing group of
people who have joined a servicepeople who have joined a service
organization dedicated to meet needs oforganization dedicated to meet needs of
others. The expectations today are veryothers. The expectations today are very
high because customers expectations forhigh because customers expectations for
service have increased tremendouslyservice have increased tremendously
5. ReactionsReactions
What is often surprising is how long theseWhat is often surprising is how long these
reactions lastreactions last
Good & bad customer care can arouseGood & bad customer care can arouse
powerful emotionspowerful emotions
Benefits- remarkable or disastrousBenefits- remarkable or disastrous
Opportunity- retain/ lose customers & gain/Opportunity- retain/ lose customers & gain/
lose several morelose several more
Research shows that someone who has had aResearch shows that someone who has had a
bad customer experience will tell at least 10bad customer experience will tell at least 10
other peopleother people
6. Customer ServiceCustomer Service
Who are Customers?Who are Customers?
People who receive my outputPeople who receive my output
People who pay mePeople who pay me
They are the reason why I do my jobThey are the reason why I do my job
People who want to avail my company’sPeople who want to avail my company’s
servicesservices
7. Foundation of Customer ServiceFoundation of Customer Service
Customers are of two types:Customers are of two types:
InternalInternal
ExternalExternal
8. Foundation of Customer ServiceFoundation of Customer Service
Internal customer:Internal customer:
Group of people you may serve within theGroup of people you may serve within the
organization.organization.
External customer:External customer:
““someone who depends on the timeliness,someone who depends on the timeliness,
quality, and accuracy of someone else’s work.”quality, and accuracy of someone else’s work.”
These are customers who come to yourThese are customers who come to your
organization for some services or products.organization for some services or products.
You are a customer of others within anYou are a customer of others within an
organization and you also have customers.organization and you also have customers.
9. Customer ServiceCustomer Service
What quality characteristics are importantWhat quality characteristics are important
to your customers?to your customers?
AccuracyAccuracy
FriendlinessFriendliness
TimelinessTimeliness
EfficiencyEfficiency
CourtesyCourtesy
HonestyHonesty
10. Why is Service so Difficult toWhy is Service so Difficult to
Define Accurately?Define Accurately?
It is not tangibleIt is not tangible
It cant be measured/ weighedIt cant be measured/ weighed
It is more emotional than rationalIt is more emotional than rational
You can sell it, but you cannot give aYou can sell it, but you cannot give a
customer a sample to take & show tocustomer a sample to take & show to
anotheranother
Having given it, the customer may notHaving given it, the customer may not
have acquired anythinghave acquired anything
11. Customer ServiceCustomer Service
Core service and Customer serviceCore service and Customer service
Core Service: is the service or product yourCore Service: is the service or product your
organization provides to its customers- yourorganization provides to its customers- your
“reason for being”“reason for being”
Customer Service: includes all of theCustomer Service: includes all of the
interactions you have with a customer whileinteractions you have with a customer while
you are conducting the businessyou are conducting the business
12. Service can be Divided intoService can be Divided into
two main types:two main types:
MATERIAL:MATERIAL:
Price, Quantity, Quality, Type of equipment,Price, Quantity, Quality, Type of equipment,
Routines, Working method, Manning etc.Routines, Working method, Manning etc.
PERSONAL:PERSONAL:
It is personal service which upgrades aIt is personal service which upgrades a
neutral impression about a service to a goodneutral impression about a service to a good
impression.impression.
A honest smile & full personal attention willA honest smile & full personal attention will
work wonders even if material service breakswork wonders even if material service breaks
down.down.
13. In any InteractionIn any Interaction
Human levelHuman level
(to fulfill current human needs)(to fulfill current human needs)
Business levelBusiness level
(to accomplish external purposes and(to accomplish external purposes and
objectives)objectives)
14. Customer ServiceCustomer Service
The four things the Customer wants:The four things the Customer wants:
Friendly, caring service:Friendly, caring service:
Being interestedBeing interested
Giving informationGiving information
Listening carefullyListening carefully
Answering questionsAnswering questions
Warm friendly responses at all times especiallyWarm friendly responses at all times especially
when customers are upset or have concernswhen customers are upset or have concerns
Flexibility: Customer want the person toFlexibility: Customer want the person to
“jiggle” the system to make it work for them.“jiggle” the system to make it work for them.
They don’t want to hear “No”They don’t want to hear “No”
15. Customer ServiceCustomer Service
The four things the Customer wants:The four things the Customer wants:
Problem resolution:Problem resolution:
Business problemsBusiness problems
Non-business problemNon-business problem
Recovery: If and when mistake is made,Recovery: If and when mistake is made,
customer wants you to take care of itcustomer wants you to take care of it
quickly and to their satisfactionquickly and to their satisfaction
ApologyApology
Fix itFix it
Extra StepExtra Step
Follow upFollow up
16. Moments Of TruthMoments Of Truth
A moment of truth is any point in theA moment of truth is any point in the
interaction during which the customerinteraction during which the customer
has an opportunity to gain anhas an opportunity to gain an
impression of the service provided byimpression of the service provided by
the companythe company
Research has shown that it takes onResearch has shown that it takes on
average 12 shining moments of truthaverage 12 shining moments of truth
to compensate for one dull moment ofto compensate for one dull moment of
truthtruth
17. Caring ResponsesCaring Responses
The Caring responses are skills thatThe Caring responses are skills that
can be used all the time, not just whencan be used all the time, not just when
customers are upset. The four skillscustomers are upset. The four skills
are:are:
AcknowledgingAcknowledging
AppreciatingAppreciating
AffirmingAffirming
AssuringAssuring
18. Dont’sDont’s
Don’t ForgetDon’t Forget
Don’t HesitateDon’t Hesitate
I will tryI will try
UnfortunatelyUnfortunately
FreeFree
DiscountDiscount
SadlySadly
We cant do thatWe cant do that
Just a secondJust a second
19. Dont’sDont’s
I am afraidI am afraid
I don’t knowI don’t know
Cost problemCost problem
Don’t worryDon’t worry
No problemNo problem
ButBut
You will have toYou will have to
It’s a policyIt’s a policy
20. The Benefits of GoodThe Benefits of Good
Customer ServiceCustomer Service
Personal Benefits :Personal Benefits :
Less stressLess stress
Higher efficiencyHigher efficiency
More job satisfactionMore job satisfaction
Organizational Benefits:Organizational Benefits:
Key to survival and successKey to survival and success
Motivated teamworkMotivated teamwork
Cost effectiveCost effective
Adds to the company bottom lineAdds to the company bottom line
21. Some Startling StatisticsSome Startling Statistics
Only 4% of customers actually complainOnly 4% of customers actually complain
For every complaint you receive there areFor every complaint you receive there are
26 unattended26 unattended
Around 75% of the complaining customersAround 75% of the complaining customers
will do business with you again, if you actwill do business with you again, if you act
quicklyquickly
It costs 5-6 times more to attract newIt costs 5-6 times more to attract new
customers than to keep old onescustomers than to keep old ones
22. Surprised?Surprised?
Out of the entire customers you lost:Out of the entire customers you lost:
1%1% diedie
3%3% move awaymove away
9%9% go away for cheaper pricesgo away for cheaper prices
19%19% are chronic customersare chronic customers
68%68% leave due to bad serviceleave due to bad service
23. So Most Of AllSo Most Of All
Customers go elsewhere because theCustomers go elsewhere because the
people they deal with are indifferent topeople they deal with are indifferent to
their needs 68%.their needs 68%.
24. The two types of CustomerThe two types of Customer
ServiceService
Reactive Customer ServiceReactive Customer Service
Proactive Customer ServiceProactive Customer Service
25. Reactive Customer ServiceReactive Customer Service
Starts after receiving a complaint.Starts after receiving a complaint.
Moves on to solving the complaint.Moves on to solving the complaint.
Usually is a one time activity.Usually is a one time activity.
Basically we wait till the time complaints come.Basically we wait till the time complaints come.
UncaringUncaring
UnresponsiveUnresponsive
UninvolvedUninvolved
RudeRude
In general, they under-deliver customerIn general, they under-deliver customer
serviceservice
26. Proactive Customer ServiceProactive Customer Service
Starts at the time of customer makingStarts at the time of customer making
the purchasethe purchase
Makes buying a pleasant experienceMakes buying a pleasant experience
Reduces the waiting timeReduces the waiting time
Delivers service more efficientlyDelivers service more efficiently
Increases customer retentionIncreases customer retention
Lesser complaintsLesser complaints
The Bottom Line- does wonders forThe Bottom Line- does wonders for
you and your companyyou and your company
27. Winner/ Loser TapesWinner/ Loser Tapes
LOSER TAPESLOSER TAPES WINNER TAPESWINNER TAPES
There are so manyThere are so many The customer isThe customer is
customer problemscustomer problems the reason we arethe reason we are
herehere
The back room isThe back room is How to organizeHow to organize
disorganizeddisorganized the back roomthe back room
28. Winner/ Loser TapesWinner/ Loser Tapes
LOSER TAPESLOSER TAPES WINNER TAPESWINNER TAPES
The customer justThe customer just How can we useHow can we use
doesn’t understanddoesn’t understand this information tothis information to
gain revenue/gain revenue/
credibility bycredibility by
educating theeducating the
customercustomer
I have too muchI have too much Having lots to do makeHaving lots to do make
work to dowork to do time flytime fly
29. GUESTGUEST
G- Greet the customersG- Greet the customers
U- Understand customer needsU- Understand customer needs
E- Explain features and benefitsE- Explain features and benefits
S- Suggest additional itemsS- Suggest additional items
T- Thank the customerT- Thank the customer
30. Three Styles ofThree Styles of
CommunicationCommunication
Aggressive communication:Aggressive communication:
Communication becomes aggressiveCommunication becomes aggressive
when we stand up for our rights inwhen we stand up for our rights in
such a way that the other personssuch a way that the other persons
rights are violated. It leads to a closerights are violated. It leads to a close
down in communication.down in communication.
31. Three Styles ofThree Styles of
CommunicationCommunication
Submissive communication:Submissive communication:
When we use submissiveWhen we use submissive
communication we fail to stand up forcommunication we fail to stand up for
our rights or we express them in a wayour rights or we express them in a way
that allows others to easily disregardthat allows others to easily disregard
them. It leads to win losethem. It leads to win lose
communication, where neither party iscommunication, where neither party is
satisfied.satisfied.
32. Three Styles ofThree Styles of
CommunicationCommunication
Assertive communication:Assertive communication:
It involves standing up for our ownIt involves standing up for our own
rights in a way that it does not violaterights in a way that it does not violate
the rights of others.the rights of others.
33. Customer Service AttitudeCustomer Service Attitude
Work – as if money is not important,Work – as if money is not important,
Trust – as if never been ditched,Trust – as if never been ditched,
Dance – as if nobody is watching,Dance – as if nobody is watching,
Love – as if never been hurt………..Love – as if never been hurt………..
34. Customer Service AttitudeCustomer Service Attitude
““Thank you for calling Customer Service.Thank you for calling Customer Service.
If you are calm and rational, press 1.If you are calm and rational, press 1.
If you are a whiner, press 2.If you are a whiner, press 2.
If you are a hot head, press 3…….If you are a hot head, press 3…….
35. Customer Service AttitudeCustomer Service Attitude
Customer Service isCustomer Service is
80% Attitude80% Attitude
&&
20% Technique20% Technique
36. What is Customer ServiceWhat is Customer Service
Attitude……….?Attitude……….?
““Customer Service Attitude is the inherentCustomer Service Attitude is the inherent
ability to look at every interaction with theability to look at every interaction with the
customer as an opportunity for customercustomer as an opportunity for customer
delight and service excellence”delight and service excellence”
37. Displaying Customer ServiceDisplaying Customer Service
AttitudeAttitude
Projecting ConfidenceProjecting Confidence
Thinking PositiveThinking Positive
Using Positive LanguageUsing Positive Language
Being EnthusiasticBeing Enthusiastic
Conveying Speed or urgencyConveying Speed or urgency
Taking Ownership or accountabilityTaking Ownership or accountability
Being CourteousBeing Courteous
38. CONFIDENCECONFIDENCE
““ Who has Confidence in himself will gainWho has Confidence in himself will gain
the confidence of others”the confidence of others”
39. Our beliefs fuel our actions.Our beliefs fuel our actions.
Positive beliefs lead to positive actionsPositive beliefs lead to positive actions
and negative beliefs lead to negativeand negative beliefs lead to negative
actions.actions.
Thinking Positive
40. Using positive language!Using positive language!
The way you express yourself will affectThe way you express yourself will affect
whether your message is received positivelywhether your message is received positively
or negativelyor negatively
41. Conveying Speed or UrgencyConveying Speed or Urgency
Your problem is importantYour problem is important
44. A customer is not dependent uponA customer is not dependent upon
us……….us……….
We are dependent upon him for our livingWe are dependent upon him for our living
45. A customer is not a cold statistic.A customer is not a cold statistic.
He is flesh and blood human being withHe is flesh and blood human being with
emotions and prejudices just like our ownemotions and prejudices just like our own
46. Best ModelBest Model
B: Being the customer interactionB: Being the customer interaction
Gauge moodGauge mood
Build rapportBuild rapport
E: Establish the customers agendaE: Establish the customers agenda
Ask open and closed ended questionsAsk open and closed ended questions
Be quietBe quiet
Listen activelyListen actively
Probe for specificsProbe for specifics
ParaphraseParaphrase
47. Best ModelBest Model
S : Satisfy the customer’s needs.S : Satisfy the customer’s needs.
Generate more than one optionGenerate more than one option
Consider the customer’s perspectiveConsider the customer’s perspective
T: Thank the customer and verify theT: Thank the customer and verify the
next stepnext step
Thank the customerThank the customer
Verify who will do what by whenVerify who will do what by when
48. When we learn to appreciate oneWhen we learn to appreciate one
another’s differences, we become moreanother’s differences, we become more
willing to listen, more open to new ideswilling to listen, more open to new ides
and more eager to grow.and more eager to grow.
Birds of different feathers come flockingBirds of different feathers come flocking
toto
us- we have to work together with them.us- we have to work together with them.
49. Good Customer Service restsGood Customer Service rests
on 3 P’son 3 P’s
People
ProductProcess
50. DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: skihm86@yahoo.com , balhara86@gmail.com
linkedin:- in.linkedin.com/in/ihmsunilkumar
facebook: www.facebook.com/ihmsunilkumar
webpage: chefsunilkumar.tripod.com