Here are the key things the customers wanted and whether they were satisfied based on the interactions described:
A) The businessman wanted a hotel room for the night. He was dissatisfied as there was no record of his reservation and the receptionist did not try to help, just suggested another hotel.
B) John wanted a tracksuit that fit properly. He was dissatisfied as the sales assistant did not try to help or offer a solution, just blamed John for the issue.
C) The elderly lady flying for the first time wanted assistance. She would have been satisfied by the cabin crew member who helped her with her needs.
D) The man at the reception wanted assistance/information. He was dissatisfied by the receptionist
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
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.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
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.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
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.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Customer Service Superstar - Customer Service TrainingPhil Gerbyshak
Want your customer service representatives to deliver great customer service? Help them become customer service superstars. Simple things you can do to bring out the superstar in your customer service delivering employees.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
You will learn:
✓ What is customer service?
✓ What’s the secret for providing excellent customer service?
✓ What makes a customer representative great?
✓ The 5 most common customer service mistakes (and how to avoid making them)
www.pipefy.com
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.
Very few companies in Romania really understand the importance of good customer service. They may use words like customer service excellence; quality etc but there is a void between words and reality. Without this your company may not survive long term as the more astute managers will use this as a key weapon to steal your customers.
FREELANCE TRAINING IS THE ANSWER
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Customer Service Superstar - Customer Service TrainingPhil Gerbyshak
Want your customer service representatives to deliver great customer service? Help them become customer service superstars. Simple things you can do to bring out the superstar in your customer service delivering employees.
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
You will learn:
✓ What is customer service?
✓ What’s the secret for providing excellent customer service?
✓ What makes a customer representative great?
✓ The 5 most common customer service mistakes (and how to avoid making them)
www.pipefy.com
If you are looking for call center services philippines, outbound call center philippines, telemarketing services philippines, customer service outsourcing philippines please contact IspeakSolutions.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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).
[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
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) 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.
𝐓𝐉 𝐂𝐨𝐦𝐬 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
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
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.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Putting the SPARK into Virtual Training.pptxCynthia Clay
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.
2. The objective of this workshop is to enable the
participants to know the following:
• What is a Customer?
• Why is a Customer Important?
• What matters most to the customers?
• What is Service?
• Features of Service
• Components of Good Service.
• Managing quality in giving service to a customer.
3. Welcome to the People Industry
The people industry’s focus is only on Customer / Client Satisfaction and Growth.
Development of service industry started in the USA and grew across Europe.
It is a very string component of the Economy and is growing continuously.
Growth and Development of the people industry indicates the development of
an economy vis-à-vis.
As primary and secondary industries developed
Country becomes self sufficient
Constitutes 40% of GDP in India, 70% in USA
Less diversion of resources to primary & secondary industries
Characterized by:
Healthy Economy
Self Sufficient people
4. India & Service Industry
A Late entrant but, growth and development is peaking to
new heights due to:
Economic liberalization
Advent of MNC’s
Globalization, Global village concept
For Indians:
A new concept used to:
Farming and of Factory work
Altogether a different (interesting) and challenging game
5. CUSTOMER CARE
Introduction: The art of customer care is a gift within all of us which needs to be fine-tuned, similar to
a musical instrument being tuned before a programme. But how does one tune this art to be the best
in the profession……..
CONCEPT
This concept is prevalent all around the world. Blessed are we Indians with natural warmth and
inbuilt care, traditions and hospitality. We should be in the best in the world: logically so and we do
practice this art in our daily lives without being aware of it, going cheerfully to pick up a client at odd
hours, escorting him to the hotel, etc. Then where do we lack? We lack finesse, polished
communication skills, professional standards, etc.
DEVELOPMENT
These skills that help us become masters of this art, have to be initiated in its total perspective and
practiced daily. The first obvious question would be where do I learn these skills? These skills can be
learnt at work from a senior or a peer or from books and interaction. The best learning is usually
through structured Training and Development Programmes.
6. Let’s understand what Customer Care really means:
CUSTOMER: is the user of a service which you provide
CARE: Assistance, Concern, Interest or Emotion
Now that we have the meaning of Customer Care: we need to implement it.
All our efforts have to be customer focused and customer driven as “The Customer is
Queen/King”
A simple example of customer care is practiced by the vegetable / groceries vendor on streets
everyday by giving out a complimentary offering of coriander, ginger and green chilies to every
customer. Very trivial to say the least but It ENSURES a very strong CLIENT LOYALTY thus ensuring
the vendor, RETENTION of his client, and the probability of more clients through such clients.
The first lesson to be learnt and implemented is the RETENTION of existing customers. In this fast
moving world of changing tastes and influences, retaining a customer’s loyalty is critical to
success and easy, provided you always follow the golden principle “Put Yourself in the client’s
shoes” and you “Treat them the way you would like to be treated” i.e. emphasize with the
customer.
7. RETAINING A CUSTOMER
Very often, we take our existing customers for granted, letting complacency take over and not doing
that extra but or going an extra mile, similar to baking a good cake but making a mess of the icing, not
realizing the complexity and cost of acquiring a new customer is far greater than retaining an old
customer.
With globalization, there are hardly any differences between the two services of the same nature
EXCEPT FOR THE HUMAN ELEMENT manning these services. To acquire a new customer, the entire
process of market research, marketing, sales, customer care has to be reactivated from scratch.
With no definite chances of turning the prospective customer into a customer or making the existing
customer to continue indefinitely.
This leads to a waste of revenue, time, efforts and energy: all this can be avoided only if you take your
existing customers seriously. Ensure that their needs are serviced to their satisfaction and at time
beyond their satisfaction. This will demonstrate your “SERVICE QUALITY”, give you professional
satisfaction and then your organization can command premium on services.
THE CHOICE
The responsibility is on you, whether you want the satisfaction of maintaining an old relationship or try
to make a new one (with all those waste of efforts, etc.)
8. THE DIFFERENCE IS YOU (YOU MAKE THE DIFFERENCE)
You, the person, have many roles to play in life as a father, son, mother, daughter, neighbor, friend, lover,
beloved, etc. The list is endless. You will also have a PROFESSIONAL role with a company performing your
duties in the capacity of a CUSTOMER CARE EXECUTIVE or a SALES COORDINATOR, etc.
Then what makes the difference between you and another professional in the same walk of life? Do you
remember that nasty, uncouth clerk at your Bank? Yes, you certainly do because all you desired was a simple
information on how to get your pass book updated.
You were told to come back later by the clerk who was doing nothing. You formed an opinion of the Bank
based on one interaction with just one employee of the Bank. The clerk did not bother; but that cost the
Bank your account; plenty of unsolicited negative publicity from you in the community.
So, we now do know a little bit about customer behavior……. Let us go on….
Do you remember that cultured counter assistant at the super market? May be…. Yes.
The tendency with us human beings is that we tend to remember and spread negative publicity through
word of mouth unsolicited and to far more people than positive interactions.
9. WHY (YOU)?
Well, because we’re human beings and form the impression of the
service and / or company just by one single interaction.
REMEMBER, EVEN YOUR CUSTOMERS are human beings and they come
in SHAPES & SIZES. Then, what is the prime reason, they choose to avail
of your service, call you up by name to speak to you only and nobody
else?
10. THE DIFFERENCE IS YOU BECAUSE YOU HAVE MADE THE POSITIVE
DIFFERENCE AND YOU HAVE TO KEEP THAT POSITIVE DIFFERENCE AWLAYS,
TIME AND TIME AGAIN
This workshop is developed keeping in mind you and your customers’ needs, and how to
help you fulfill them to your customers’ satisfaction. Time and time again.
The success of this programme will be gauged by how well you practice and imbibe all the
learning inputs of the workshop in your daily life and YES, help in creating that movement
within your workplace. Because REMEMBER, even the mightiest waterfalls start off from a
drop of water to travel on and on to culminate into inspiring, might waterfalls leaving us all
awe stuck and mesmerized by the sheer effects.
11. CUSTOMER CARE ---- ITS SIGNATURE
“IT IS NOT WHAT YOU DO, BUT IT IS THE WAY YOU DO IT.”
The fact that the product only represents 30% of the impact on customer satisfaction while
delivery of services which represents 30% of the costs but 70% of impact lends authenticity
to the fact that it’s not what you do, but the way you do it. That either creates or negates
customer satisfaction.
Customer care and allied services as quoted have been the most cited factor in polls and
feedback of customers switching from one company to another.
Price wars, freebies are all short-term tactics, which are only used when the company is
starting operations or making profits.
Implementing customer care practice is a cost effective way: simple and more rewarding
than any other approach for ensuring retaining customers as well as increase in customer
base, thereby ensuring personal, professional and organizational progress and profitability.
12. WELL TRAINEDANDEFFECTIVECUSTOMERCAREHELPSTHE COMPANY
1: ENSURE CUSTOMER LOYALTY
In this competitive world, a majority of customers leave due to service related reasons. It takes 2-3 years
for the cost of acquiring a customer to be realized. Only then do profits accrue. This only proves that
customer satisfaction at the highest level is needed to retain customers & ensure sound profitability.
2: SIMPLE & ECONOMICAL TO SELL ADDITIONAL / ALLIED SERVICES TO EXISTING CUSTOMERS
3: A SATISFIED CUSTOMER ACTS AS AN ADVERTISING CAMPAIGN AND AS AN HONORARY SALES PERSON
FOR THE COMPANY.
These customers are trusted by others they speak to, thereby enlarging and enhancing your customer
base.
4: CUSTOMER CARE IS THE ONLY FACT THAT SEPERATES SERVICE INDUSTRY COMPANIES FROM ONE
ANOTHER, ALL OTHER FACTORS BEING THE SAME.
13. CUSTOMER:
“A customer is the most important visitor in our
premises. He is not dependent on us. We are
dependent on them.
He is not an interruption in our work. He is the
purpose of it. He is not an outsider in our business, he
is part of it.
We are not doing a favor by serving him. He is doing
us a favor by giving us an opportunity to do so.”
…….. MAHATMA GANDHI
14. MOST PEOPLE THINK THEY ARE
PAID BY THEIR COMPANY ----
THAT’S WRONG.
WE ARE ALL PAID BY OUR
CUSTOMERS.
15. CLIENT
DEFINITION:
User of service pays for service in monetary
terms.
INTRODUCTION:
Becomes client due to using of service regularly.
Trusts in people working for the company.
Expects needs to be fulfilled.
Depends on people of this service for his
personal / professional requirements.
16. CUSTOMER:
Raison D’etre ---- of existence, growth &
development
Customer is supreme
Customer is Queen / King
Benefactor / Patron / God
User of services
Pays for services
Keeps you in Business
Expects needs to be fulfilled
Relies on service for personal / business
17. WHY IS CUSTOMER IMPORTANT?
• A: TO THE ORGANISATION
• Monetary rewards: Revenues (Cash/money)
• Karmic Rewards: Name, market image advertisement by word of mouth, goodwill
• B: TO THE EMPLOYER
• Salaries and perks
• Promotions
• Better Standard of living
• Career enhancement
• Sense of belonging
• Personal goodwill in the market
18. WHAT MATTERS MOST TO CUSTOMERS
Technical Aspects: Manufacturing &
Interface
Functional Aspects: Service delivery
19. • Reliability : Get things right first time
• Responsiveness: Ever willing
• Competence: Necessary skills and capability
• Access: Service provider is easy to contact
• Courtesy: Considerate and respectful
• Communication: Patient listening
• Creditability: Acceptability, trust and caring
• Security: Psychological and physical security
• Understanding: understand customer needs and
concerns
• Tangible: Facilities inspiring confidence
10 Point Barometer of Customer Perception:
20. WHY RELATIONSHIP MARKETING?
Established Customer Retention --- 5 times cheaper
Existing customer buy more
Regular customer pays premium for service
Retained customer orders frequently and
consistently
Less servicing cost
Satisfied customer brings referrals
Satisfied customer pays competitive edge
21. SERVICE INDUSTRY & ITS CHARACTERISTICS
Service Organizations are those which deliver their products
personally to customers i.e. Banks, Hotels, Airlines, Paging,
Hospitals, Estate Agents, Solicitors and schools.
There is an interface with customers
Service organizations are more complex for reason of
manufacturing and interface
This complexity is compounded due to multiple intensity. Higher
the service intensity, more critical the interface.
Interaction affects perception of quality
22. 1: Managing Service Delivery
2: Perishability: Services cannot be stored i.e. every empty seat on a flight represents a loss ---
insufficient capacity creates a problem.
3: Interface --- moments of truth
Service Organisations are expected to deliver consistently
Customer mood and behavior has bearings
Word of mouth provides positive / negative publicity
Ample scope for things to go wrong
Service recovery to great extent possible.
A key – when things go wrong, overcompensate (handsome gesture invariably pays and
cost of miserly response is incalculable)
New customers don’t tolerate bad experiences hence “the key” spend a little extra time
with them
People appreciate the attention and bond is generated
First Impression is decisive
24. FEATURES OF SERVICE
It is “providing assistance”
Intangible
o Cannot be seen / touched
o Can only be “felt as an experience”
Moments of truth – interface
Difference in service has become an USP
Constant interaction with customer, every interaction a catalyst for further
sales / re-sales / de-sales
Market grapevine of service rating – key issue
Human factor, vital for business
Perishable nature of business
List examples
26. MANAGING QUALITY IN PROVIDING SERVICE TO A CUSTOMER
Customer Satisfaction – fulfilling expectation
Know important determinants of quality – Find out what matters to customer and
concentrate upon providing it
o See:
Who are our customers?
What do they want?
What / How best can we provide?
Managing Customer Expectations
o Fill the gap of your service and customer satisfaction
o No pleasure ever lives up to expectations
o Undersell than oversell
o Keep scope for pleasant surprises
Managing impressions of quality and service delivery
o Service delivery is like a theatrical performance
Customer Education
o Educated customer use service optimally. Make them know how to use a service
27. Reliable Support System
o Provide a clean, tidy and welcoming environment
o Service friendly technology
o Reduce waiting time
o Support system should reflect customer / priorities
Solicit Feedback
o No complaints – does not mean satisfaction
o Many dissatisfied customers decide never to return
o Inaccurate feedback is bad
o Unimplemented feedback is worse
Trained staff is a formidable competitive weapon
28. WHAT HINDERS GOOD
SERVICE
Poor job craft
Customer handling skills
Negative attitude
Lack of systems and procedures
Communication
29. What do customers really buy?
Examine the scenes below and determine
What the customer wanted out of the transaction
Whether the customer was satisfied or dissatisfied as a result of the transaction as
it took place
A: A Businessman arrives at a hotel late one evening to be informed by the Reception
that there is no trace of reservation confirmation, the businessman is sure he had sent.
As a result, as the businessman had not arrived by 07.00 pm, the Receptionist left the
room saying “I’m very sorry” looking rather bored as if she had said those words
twenty times that evening, already. “There’s another hotel just around the corner.
Why don’t you try there?”
What should have been done by you?
30. B: Last week John bought a track suit from a department store. It was just the right size
and looked good on him. After wearing it to the gym he washed it as per the
manufacturer’s label. To his horror, when he tries it again, it has shrunk dramatically. He
returns it to the store and explains the problem to a young sales assistant. He says “This
is a common problem. You have to reshape them while they’re still wet. You did not
know? You have ruined it now. Moreover, we don’t guarantee goods once sold.
What should have been done by you?
C: An elderly lady, about to visit her son who now lives abroad, has just boarded an
aircraft. It is the first time she has ever flown and she looks a bit lost. One of the cabin
crew sees her and quickly goes over and help her in every manner possible… guiding
her to the seat, storing her hand baggage, etc.
What should have been done by you?
31. D: A man walks in to an office building and goes up to the reception
counter. There are two women behind the counter. One is doing
something in her computer and the other standing next to her. She
sees the customer, but avoids eye contact. After a good 30 seconds,
enquires “What do you want?”
What should have been done by you?