service Excellent
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Milla Assegaf
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6 Slides • 9 Questions
1
service Excellent
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What is Service?
A service is any act of performance that one party can offer another that is essentially intangible and does not result in the ownership of anything; its production may or may not be tied to a physical product.
© Pearson Education, Inc. Publishing as Prentice Hall
3
Poll
Do you like this game?
yes
no
4
What is Service?
Service is the practice of delivering products and services to both internal and external customers via the efforts of employees or through the provision of an appropriate servicescape.”
© Hudson & Hudson. Customer Service for Hospitality & Tourism
5
Who are Customers?
Definition of a customer
(Internal/external customers)
Customers are people who need your assistance. They are not an interruption to your job, they are the reason you have a job..
https://www.sta.islington.sch.uk/attachments/download.asp?file=197&type=ppt
6
What is Customer Service?
Customer Service is all about:
by City & Guilds
Providing customers with what they want
Offering consistent levels of service
Exceeding and not just meeting expectations
Fulfilling all customer needs
Going out of your way to delight customers.
7
Why is Customer Service Important?
Intense competition
Customers have a choice
It is the only thing that can make us different from our competitors
Satisfied and delighted customers will come back
Dissatisfied customers will not come back.
8
Multiple Choice
LISTENING IS NOT NECESSARY WHEN DELIVERING CUSTOMER SERVICE
TRUE
FALSE
9
Multiple Choice
Providing Excellent Customer Services means exceeding the customer's expectations.
TRUE
FALSE
10
Multiple Choice
What is customer service?
DELIVERING A PRODUCT OR SERVICE AS PROMISED
DELIVERING A PRODUCT OR SERVICE NEXT WEEK
ANSWERING A TELEPHONE
WAITING FOR YOUR BOSS TO ASSIGN A TASK
11
Multiple Choice
1. You should always communicate that you are ______to provide assistance
NOT AVAILABLE
GOING TO GET SOMEONE
MORE THAN HAPPY
NOT WILLING
12
Multiple Choice
Customers feel like you understand them when you do this...
EMPATHIZE WITH THEM
LISTEN QUIETLY WITH NO FEEDBACK
PUT THEM ON HOLD
TRANSFER THEM TO A MANAGER
13
Multiple Choice
1. What does your client want?
TO BE UNDERSTOOD AND CARED FOR
A NEW PRODUCT
TO SPEAK WITH THE OWNER
TO SEE A DEMONSTRATION
14
Multiple Choice
You should always use and ______tone of voice.
Drippy
steady and monotone
High Pitch and Excited
Calm and soothing
15
Multiple Choice
WHY IS THE CUSTOMER IMPORTANT?
THEY ARE FUN TO TALK TO
THEY ARE RICH
THEY ARE THE BUSINESS' BIGGEST ASSET
THEY WILL BECOME OUR FRIENDS
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