delivering good customer service ppt

... Educating the Customer Service Palate ing customer service we've seen suffers from at least one of these five flaws: 1: Failing to Ask Customers Everyone has an opinion about customer service, and ... Chapter 1: Educating the Customer Service Palate Failing to Use the Data Knowing how to improve your customer service is good, ‘but without a commitment to improve, good ideas get lost in the ... non-phone-based customer contacts The title and theme of this book is “Gourmet Customer Service,” which describes what we hope you will achieve Techniques used in measuring and improving customer service

Ngày tải lên: 23/02/2014, 08:20

... Trang 1CHAPTER 2Delivering customer service BSBCUS301A Trang 22.1 Providing prompt service to customers 2.2 Establishing a rapport with customers 2.3 Handling customers complains 2.4 Delivering high-quality ... Delivering high-quality service to all customers, including those with specific needs 2.5 Promoting product and services. Trang 32.1 Providing prompt service to customers• Good customer service is the ... any business • Good customer service is all about bringing customer back • If your organisation has a customer charter, you will be aware of the benchmark for quality customer service You may

Ngày tải lên: 23/10/2013, 20:15

... a conceptual model for customer Trang 2717 expectations of service The model has three levels of customer expectations: desired service: adequate service; and predicted service They suggest that ... perception of organization service to its customers and the customers’ perception of the same service Employees were sensitive to the customers’ perception of the service quality Schneider and ... the customer In 1985, Parasuraman, Zeithaml, and Berry proposed a Service Quality Model This model identified the service perception shortfalls in service organizations They identified four service

Ngày tải lên: 23/03/2014, 05:23

... required of customers across an array of service businesses Service Firms as Teachers Although service providers attempt to design the ideal level of customer participation into the service delivery ... • THE SERVICE CUSTOMER Payment may be the only required customer input Examples: Consumer services Bus travel Motel stay Movie theater Business-to-business services Uniform cleaning service ... a standard service Provision of service requires customer purchase Customer inputs (information, materials) are necessary for an adequate outcome, but the service firm provides the service Hair

Ngày tải lên: 21/06/2014, 04:20

... o are customer oriented, knowledgeable, and remain motivated, better service and higher customer retention should result This is especially true for high-contact businesses that require customers ... be happier in their work and to provide higher quality, customer-pleasing service Regular customers also appreciate the continuity in service relationships resulting from lower turnover and are ... get good people these days." »- "People just don't want to work today." >- "To get good people w o u l d cost t o o m u c h and you can't pass on these cost increases to customers."

Ngày tải lên: 21/06/2014, 13:20

... Secrets for Successful Web-Based Customer Service Bottom Line Benefits of Web-Based Customer Service What’s Your Company’s SQ? RightNowService™: Customer Service Made Easy Industry Response ... 1The Insider’s Guide to Customer Service on the Web Ten Secrets for Successful Customer Service by Greg Gianforte, RightNow Technologies The Insider’s Guide to Customer Service on the Web Ten ... repetitive customer inquiries Companies with poor service also lose customers, since web users get frustrated quickly and head elsewhere Web-based customer service is a great way to habituate customers

Ngày tải lên: 28/06/2014, 12:20

... for their customers All of us are experts on customer service because all of us— at one point of the day or another—are customers We knowgood service when we see it, and we know bad service when ... Provide Your Customers with Lots of Choices 69 Exercise: Expand Your Customers’ Choices 84 P A R T I I : What Supervisors Can Do to Create Nordstrom-Style Service 87 5 Nordstrom’s #1 Customer Service ... way to customer service excellence : a handbook for implementing great service in your organization / Robert Spector and Patrick D McCarthy. p cm. ISBN 0-471-70286-2 (pbk.) 1 Customer services—United

Ngày tải lên: 14/08/2014, 05:21

... Trang 1Triển khai Vista – Phần 18: Quản lý Windows Deployment Service Nguồn : quantrimang.com  Mitch Tulloch Trong phần này và phần tiếp theo chúng tôi sẽ giới ... đề kiểm tra cách cấu hình và quản lý các máy chủ đang thực hiện role máy chủ Windows Deployment Services (Windows DS) Lưu ý: Các độc giả quan tâm đến các kiến thức cơ bản trong triển khai Vista ... trước, bạn chỉ cần kích chuột phải vào máy chủ đó và chọn Remove Server Trang 2Quản lý Windows DS Services Để stop, start, hoặc restart các dịch vụ Windows DS trên một máy chủ nào đó, bạn chỉ cần

Ngày tải lên: 18/01/2014, 16:20

... 2: Theoretical framework Customer care or customer service definition The importance of customer service to business .9 Requirements on customer service 15 Chapter 3: ... you keep your customers informed; and the after-sales service you provide The importance of customer service to business Customer service is normally an integral part of a company’s customer value ... customer service should be included as part of an overall approach to systematic improvement An excellent customer service must be accurate, prompt, polite, and convenient for customer Good customer

Ngày tải lên: 17/02/2014, 12:43

... and indirect costs of a product or a service While it is challenging to do the right apples-to-apples comparison between on-premises software and a cloud service, in this whitepaper, we attempt ... Amazon DynamoDB service is ready to accept API requests from your applications To scale, you do not need to deploy new infrastructure or perform database sharding You tell the service how many ... Trang 1The Total Cost of (Non) Ownership of a NoSQL Database Cloud Service Jinesh Varia and Jose Papo March 2012 (Please consult http://aws.amazon.com/whitepapers/

Ngày tải lên: 19/02/2014, 12:20

... Commissioner, 2004–05 State of the Service Report, 41. 32 Public Service Commissioner, 2003–04 State of the Service Report, 40; Public Service Commissioner, 2004–05 State of the Service Report, 42. 33 Data ... which drives the public service Andrew Podger Trang 15Under s.10(1)(a) of the Public Service Act 1999 (hereafter referred to as the PublicService Act) the Australian public service (the APS) is ... and 1%. 36 Public Service Commissioner, 2002–03 State of the Service Report, 28. 37 Palmer, Inquiry, 164–5. 38 Andrew Podger, ‘The Australian Public Service: A values-based Service’, presentation

Ngày tải lên: 06/03/2014, 13:20

... repaying electronically if serviced by a specific servicer • 3.3% credit or cash rebate on principal balance of Stafford loans if loans are serviced by a specified servicer, borrower agrees ... service for schools The Department of Education’s (Education) Office of Federal Student Aid (FSA) and its contractors administer the Direct Loan Program, and one of its goals is to improve customer ... compared with the amount of loans in repayment Trang 6with specific purposes, including improving customer service and the information systems FSA uses to administer student loan and other financial

Ngày tải lên: 08/03/2014, 14:20

... the issues facing automotive dealership service departments in improving customer service It examines conducting service process Kaizen to improve customer service by adopting process stabilization ... the customer sees it A product or service achieves quality in perception when it meets the customer's expectations The repair work is as good as, or better than the customer expects Since the customer ... the service workshop, the service advisor can only hope that the car will be completed on time for customer delivery Any customer inquiry on the status of the service process will require the service

Ngày tải lên: 30/03/2014, 01:20

... tool The customers did not always know how to tell the customer service team what exactly was happening when a problem came up It was up to the customer service team to find out if the customer ... the customer that a solution will be right around the corner As a customer service agent, it is your job to provide the assurance to customers New customers need to know your company is good ... Communications Customer Service is first and foremost a communications role An agent is the voice of the company for better or worse Customers do not talk with marketers or CEOs; they talk to customer service

Ngày tải lên: 01/04/2014, 01:21

... workday The results will assist XYZ Financial Services and the financial services industry as a whole in providing excellent customer service and avoiding customer complaints and lawsuits costing ... following: Perceived customer service is often the determining factor in the initial purchase and/or repeat purchase of products Positive customer service experiences drive customer satisfaction ... and services provided (p 1) Trang 34Professionals within the financial services industry must work harder to promote and build positive customer relations When collectors focus on customer service

Ngày tải lên: 03/06/2014, 00:52

... components of an effective service recovery system service recovery: systematic efforts by a firm after a service failure to correct a problem and retain a customer s goodwill F I G U R E 6.4 ... 6.4 Components of an Effective Service Recovery System Trang 4Service Recovery Following Customer Complaints Service recovery plays a crucial role in restoring customer satisfaction following ... what customers need to know about the service and its benefits Communication must go beyond mere promotion Many customers, especially new ones, will need to be educated about the service Service

Ngày tải lên: 21/06/2014, 04:20

... playing customers tortured by inept, rude, or downright cruel service employ-ees However, customers don't always see the funny side w h e n the j o k e is on them That's why it is important for service ... tolerance—from desired service (an ideal) to a threshold level of merely a d e q u a t e service Service providers s h o u l d design Trang 2F I G U R E 7.4 Blueprinting a Full-Service Restaurant ... steps of service delivery are particularly important, since customers' first impressions can affect their evaluations of quality during later stages of service delivery Perceptions of their service

Ngày tải lên: 21/06/2014, 04:20

... characteristics of services.2 Intangible Nature of Service Performances Since services are performances rather than objects, their benefits can be difficult to communicate to customers Service providers ... Provide reassurance (e.g., by promoting service guarantees) • Familiarize customers with service processes in advance of use • Teach customers how to use a service to their own best advantage ... communication from management to employees in a service organization COMMUNICATION STRATEGIES FOR SERVICES Several of the differences distinguishing services from goods have important marketing communications

Ngày tải lên: 21/06/2014, 04:20

... special challenges for service providers, w h o are often forced to compete with goods and customers' self-service options in addition to other service providers Since customers seek to satisfy ... service strategy They have a "reason for being" that energizes the organization and defines the word "service "A service strat-egy captures what gives the service value to customers ... or rental of physical goods and self-service or hiring other people to perform the tasks Of course, many businesses rely on a mixture of both goods and services to satisfy customer needs "Quasi-manufacturing"

Ngày tải lên: 21/06/2014, 04:20

... and (in certain types of services) serving t h e customer at a distance t h r o u g h physical or electronic channels Customers Visit the Service Site The convenience of service factory locations ... Dealing with a service organization through arm's l e n g t h transactions may mean that a customer never sees the service facilities or meets service personnel As a result, service encounters ... interactions between customers and service suppliers in which mail or telecommunications minimize the need to meet face-to-face PHYSICAL EVIDENCE AND THE SERVICESCAPE W h e n customers visit a service facility,

Ngày tải lên: 21/06/2014, 04:20