PPT-It’s All About Customer Service

Travel and tourism management Copyright Copyright Texas Education Agency 2014 These Materials are copyrighted and trademarked as the property of the Texas Education Agency TEA and may not be reproduced without the express written permission of TEA except under the following conditions. Web email chat and social media are now very important channels for customers Still many customers prefer to contact companies with a phone call URP57347D57347FRPSDQ57527V57347SHUVSHFWLYH5735957347WKH57347SKRQH57347LV57347QRW57347DOZDV WKH57347PRVW5 Objectives. What is the definition of customer service? . What are the principles of good customer service? . Who are our customers? . What do our customers need? . What is positive communication? . Marketing Terms. Marketing. : all business activity undertaken to encourage the moving of goods . from . the grower or producer to the final consumer, including selling, advertising, promotions, and packaging. 2014 Michigan Works! conference. Purpose of this Presentation. Review the basic . tenets . of providing good customer . service. Discuss the two types of . customers. Examine. . the . traits of healthy helping . Learning Objective. :. To understand how a company can offer Consistent and Reliable Customer Service. Starter. Watch the short video:. What examples of BAD Customer Service are highlighted?. Can you think how you could prevent this?. Blackstone Valley Tourism Business Network. May 5, 2015. Michael Sabitoni, CHE. What is Quality Customer Service?. Definition: Quality customer service is consistently surpassing customer expectations in selected areas.. Mahmoud Elhefnawi. April 2013. Contents. 2- . Services process . Model. 3- Process . development. 6- . Services KPI- Small control . loop. 1- Quality Assurance organization chart. 7- . Audits . Procedure - large . INTRODUCTION TO CUSTOMER TRAINING IN MAB MEDICARE CENTRE. PRESENTED BY. :. DR. AKUAMOAH-BOATENG. UNIT OBJECTIVES. This unit is to primarily address the following:. Why are you a health worker. Brief history of GHS/MAB. Advise . | . Design . | . Integrate . |. Deliver. 8th May 2013 . Introductions. Nigel Bates. Andy Bowie. Serco Global Services. Development Director. Serco Global Services. Head of E-Services. Who are Serco – SGS Public Sector. Gritter?. In the Customer Service Centre… . Nearly 10,000 calls received in December 2010, usually a quieter month due to Xmas. The highest rate of e-mails sent to the team ever (822). Double the average abandoned rate (almost quadruple that to January or February 2011). Distinguish . between customer service as a process and customer service as a function.. Customer . service in selling. . Is . a process rather than a function. Is . a relationship rather than a department. of service delivery process. Chap. 6. Defining Service Quality. Moment of truth. Customer contact. Perceived quality. Expectation . Perceived Service Quality. . Word of . mouth. Personal . needs. Past . Jared Miller. Sr. Director, Customer Self-Service. Continental Airlines. Corporate Background. Evolution of Self-Service at CO. Self-Service Adoption. Recent Innovations at CO. Product Consistency. Looking Ahead. . Importance of Quality Service. Quality Service. Universal customer expectations include:. To be treated with dignity and respect. To have their requests be handled accurately and efficiently. Honesty in menu descriptions.