This document discusses customer service and what customers want from service providers. It defines internal and external customers and emphasizes that customers are the most important part of any business. The document outlines customers' expectations such as being treated with courtesy and respect. It also discusses the concepts of service quality, value, and the five dimensions of service quality - tangibles, reliability, responsiveness, assurance, and empathy.

1. you
Are among the growing group of people
who are planning to join a service
oriented industry which is decicated to
meet needs of others

2. Expecationconsumer awareness of
service standards has increased
tremendouslys today are very high

3. Who is a customer?

4. Internal customers
• People who work for your company
• They depend onyou and the work you do in
orther to complete their own tasks
• Employees, team members, colleagues

5. External customers
• Outside your organization
• Theres arethe people that buy your goods and
services

6. • “ A customer is the most important visitor on our
premises, he is not dependent on us. We
aredependent on him.
• He is not an interruptio nin 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 him a favor by serving him. He
is doing us a favor by giving us an opportunity to
do do so.” Mahatma Gandhi

8. What do Customers Want?

9. Customers’ Expectations
• Be treated with courtesy and respect.
• To ask questions when they do not understand
• To timely service, whether in person by phone or
in writing.
• To receive service from knowledgeable
competnet and cooperative staff.
• To complete, accurate, reliable information and
feedback
• To receive value for their money
• These are also the rights of a customer

10. What is Service?
• It is not tangible. Can’t be measured
• It is more emotional than rational
• You can sell it, but you cannot give a
customer a sample to take back and show to
others
• Having givne it, the customer may not acquire
anything except a goodexpereicne

11. Service Quality

12. Quality as…
• excellence

13. Amont of qualify
• Low -high

14. Value Base
• Perceive price relative to quality
• scale

15. Five Dimensions of Service QUality
• Tangibles
• Reliability
• Responsiveness
• Assurance
• Empathy

16. Tangibles
• Physical aspects of the service that we can see
• Or with whick weinteract
• Eg-physical appearance of the facilities
• Appearance and uniform of employees
• Communication material/brochures etc.

17. Reliability
• Ability of service personnel to perform the
promised servide accurately and consistently

18. Responsiveness
• Employees’ willingness to help customers and
their promptness in providing service.

19. Assurance
• Acatch-all quality dimension that involves the
faith we have in service personnel
• Do they seem well trained?
• Are they knowledgeable?
• Do they seem trustworthy?

20. Empathy
• The part of quality that is heartyfelt
• The quality element tht shows the pervice
personnel care aboutyou and understand your
frustrations and needs
• Involves setting operating hours for the
convenience of the guests, not management
or employeess