Customer rvice is providing a product or rvice that satisfies the needs/wants of customers and keeps them coming back.
Excellent customer rvice requires going beyond the basic needs of customers.
The 3 key elements of customer rvice
∙ Expanding your definition of rvice
∙ Identifying your customers
∙ Developing a customer friendly approach - Communications, Relationships
While there are a multitude of customer needs, five basics needs stand out:
1. Friendliness: most basic and associated with courtesy and politeness.
2. Empathy
reims3. Fairness
4. Control
5. Information
Customer satisfaction:
Quality product; Reasonable price; Delivery on time; 24/7 support
Begin the problem solving process:
1. Ask questions
2. Identify the customer’s needs
3. Explain what you can and cannot do
4. Discuss options
5. Take action
6. Check the result
Ten major Don’ts of customer rvice:
No---better to say ‘’what I can do is…’’
I don’t know—‘’I will find out’’ or ‘’let me look into this and get back to you ASAP’’
That’s not my job---let me transfer to the person who can immediately help you with this problem
You are right, that is bad---I understand your frustration, let’s e how we can solve this problem
Calm down---I am sorry
I am busy right now---‘’I will be with you in one moment’’ or ‘’plea hold and I will be right with you.’’
Call me back
That’s not my fault---let’s e what we can do about this problem
You need to talk to my supervisor---let me find that out for you
You want if by when?--- I will call you right back after I find out if that is feasible
What is excellent customer rvice?
Creating a Culture of Excellent Service
1. Publish your customer rvice standards
2. Record your role models in Action
3. Have regular coaching and role playing ssions
4. Reward employees who deliver excellent rvice
5. Reward employees for noticing other employees
6. Get your customers involved
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Maintaining a standard of excellent rvice
1. Utilising the 5 P’s to prerve customer loyalty
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The 5 P’s of customer rvice are: people, products and rvices, policies, procedures, places
2. Providing your customers with details
2015年12月12日3. Using customer complaints as an opportunity for renewing customer loyalty
1) Listen completely---give them a complete attention
2) Let them vent
3) Apologize---apologizing for the customer having a bad experience(put yourlf in their shoes)
4) Ask them how you can make things right and then do more
5) Assure them you’ll fix the problem
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6) Thank them
Creating customers loyalty
The 6 key steps to loyal customers:
1. Ask your customers what they want
2. Tell your customers what to expect---the combination of what they want most and what you do best.
3. Create easy ways for your customers to offer feedback
4. Listen to what your customers say
5. Act on what your customers tell you
6. Repeat
Five ways to increa customer loyalty
1. Serve your customers
2. Connect with your customers
3. Have fun
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4. Be flexible---means offering customers more than one solution, means being willing to try new things and go the extra mile for customers.
5. Make them happy
Hospitality customers
The needs of hospitality customers:
A clean, safe and cure environment
Good food and drink
Respectful rvice
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Satisfaction of all other needs
自我管理技能The 12steps of superior hospitality rvice
1. Maintain a pleasing environment
2. Make a favourable first impression
3. Train new employees
4. Develop the professionalism of management and staff
5. Establish systems of flawless communication in the business
6. Answer clients’ questions
7. Accommodate all reasonable wishes of the customer
8. Encourage team spirit
9. Amenities and prents for the customer
10. Offer incentives for personnel
11. Supervision
12. Management inspections
Customer rvice in restaurants
Delivering high quality rvice in hospitality is dependent upon preparation. Restaurant staff must always follow the preparation and personnel standards detailed on the following pages.
1. Personal hygiene
∙ Staff must be showered before work
directorate∙ Employees must maintain superb oral hygiene, brushing their teeth as well as using mouthwash
∙ Hair must be kept neat and combed
∙ Male staff members must shave before they begin work
∙ Staff must avoid using overpowering smelling cologne, perfume or other cosmetics
国家公务员教材∙ Tattoos must be kept covered at all time
