Excellent customer service
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How do you create excellent customer service. In this presentation, there are simple pointers to take note of to have excellent customer service
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Your customers aren't difficult! They're just different!
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Your customers aren't difficult! They're just different!
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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
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This document discusses the importance of empathy and putting oneself in the customer's shoes when providing customer service. It emphasizes listening over hearing, engaging over questioning, and observing over judging. Additionally, it stresses the importance of building relationships by offering solutions, listening attentively, being natural and responsive. The goal of customer service should be to resolve any customer issues and turn interactions into a win for both parties.
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This document provides guidance on handling upset customers. It recommends listening to customers' complaints without interrupting, acknowledging their feelings with empathy, and clarifying the issue. The key is to resolve problems calmly and professionally while focusing on solutions within your control. The document outlines the "LAST" approach: Listen without interrupting, Apologize and show empathy, Solve the problem, and Thank the customer. It emphasizes allowing customers to vent, managing your own emotions, understanding issues from their perspective, following through on promises, and leaving customers feeling satisfied.
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What’s the most important part of your job? Lunch count? Tracking attendance? Dispensing ice packs? Have you considered that your ability to interact positively with your customers might be Priority #1? Join Lori in order to begin determining who your customers are, the best techniques for interacting positively, and how to keep a smile on your face! Presenter: Lori Jensen
© 2012 South Central Kansas Education Service Center, Clearwater, KS 620-584-3300
Customer service
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.
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This document provides guidance on effectively handling customer complaints. It begins by defining a complaint and explaining why complaints are welcomed opportunities for businesses. It describes different types of complainers and emphasizes listening attentively, apologizing, solving issues, and thanking customers. The LAST approach is outlined for addressing complaints. Taking responsibility, staying positive, responding quickly, offering personalized service, and following up are advised. Managing communication through clear speaking and appropriate body language is also covered. The document encourages viewing complaints as opportunities to evaluate performance, create loyalty, improve satisfaction, and strengthen business.
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1) Defining who customers are, both internal and external. Over 68% of customers leave due to poor service experience.
2) The importance of prioritizing customers and understanding their needs. The customer is the most important person and decides the success of a business.
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Step 1 - Clapping
Step 2 - Deep Breathing
Step 3 - Child-like playfulness
Step 4 - Laughter Exercises
Type of complainers
The document categorizes types of complainers in 4 groups from least likely to most likely to take action:
1) Passives complain only to themselves and think it's not worth taking action.
2) Voicers complain to the company directly but may give the company a second chance.
3) Irates complain more widely to friends and competitors but also may give a second chance.
4) Activists are most likely to take formal action by complaining to authorities or third parties, with less chance of giving the company another opportunity.
Service recovery
The document provides guidance on evaluating business processes and relationships by examining boundaries, feedback, root causes of issues, lessons from the past, and creating simple procedures. It recommends using observation, interviews, and focus groups to understand problems and learn from compliments, comments, and complaints to improve while maintaining interested customers. The key is to innovate processes by analyzing what worked, what didn't, and removing hassles.
Social media platforms
This document discusses various social media platforms for staying connected and promoting oneself online, including having profiles on Facebook, LinkedIn, and Myspace; sharing photos, videos, podcasts and blogs on sites like YouTube, Slideshare and blogging platforms; and creating a centralized profile page on about.me to simplify linking all of one's accounts. The goal is to leverage one's network through association and searchability across different media sharing and publishing platforms.
Positive Impact of Service recovery
Experts say that getting a new customer is five times more costly compared to maintaining an existing customer. The main reason is that they know and they trust you.They know your products and services.They trust and value the relationship they have with you through their actions of buy-ins and transactions.Therefore if the promise is compromised, organizations have to work harder to recover the service.
Service recovery is a positive approach to complaint handling.The heart of the service recovery framework will be identifying and addressing the problem or concern early, crafting out a suitable solution or alternative recommendation empathetically and taking the necessary action measures promptly.
Testimonials
This document contains testimonials from the author. While it does not provide any direct quotes or specifics about what is being testified to, it implies positive feedback and recommendations have been received from others about a product, service or experience provided by the author. In just a single phrase, it aims to establish credibility and social proof through unnamed endorsements from past clients or customers.
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Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
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Chapter 5
Transportation: Introduction to Transportation Engineering; Traffic and Road Safety: Types and Characteristics of Various Modes of Transportation; Various Road Traffic Signs, Causes of Accidents and Road Safety Measures.
Chapter 6
Environmental Engineering: Environmental Pollution, Environmental Acts and Regulations, Functional Concepts of Ecology, Basics of Species, Biodiversity, Ecosystem, Hydrological Cycle; Chemical Cycles: Carbon, Nitrogen & Phosphorus; Energy Flow in Ecosystems.
Water Pollution: Water Quality standards, Introduction to Treatment & Disposal of Waste Water. Reuse and Saving of Water, Rain Water Harvesting. Solid Waste Management: Classification of Solid Waste, Collection, Transportation and Disposal of Solid. Recycling of Solid Waste: Energy Recovery, Sanitary Landfill, On-Site Sanitation. Air & Noise Pollution: Primary and Secondary air pollutants, Harmful effects of Air Pollution, Control of Air Pollution. . Noise Pollution Harmful Effects of noise pollution, control of noise pollution, Global warming & Climate Change, Ozone depletion, Greenhouse effect
Text Books:
1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
3. Ketki Rangwala Dalal, Essentials of Civil Engineering, Charotar Publishing House.
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