PPT-Delivering Customer Service

Dr JeanMarie JeanPierre Sherita Mance Brian Villalva Agenda What is Customer Service Why Focus on Customer Service Service Quality Give em the Pickle Video Four Things Customers Want. 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? . NYCT Providers . MTM’s Mission. Mission:. MTM is a medical and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.. Service Provider . Participants. Service . principal (originator). creates the service concept. (like a manufacturer). S. ervice . deliverer (intermediary). entity that interacts with the customer in the execution of the service. 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 . Graham Thomas, Karen Bromley and Emma Croghan. Case study 1 – pharmacy upgrade. Our commission in the area. Provide the core stop smoking service – deliver 2400 4 week quits per annum. Support the separately contracted and managed pharmacy and practice providers (contracted to provide 1169 4 week quits per annum – no responsibility for this target with Q51). 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. 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. NYCT Providers . MTM’s Mission. Mission:. MTM is a medical and transportation management company whose mission is to partner with clients in developing innovative solutions for accessing healthcare, increasing independence, and connecting community resources in the most cost-effective manner. To achieve this, we leverage our core competencies in managing customer service operations and building provider networks.. .. Marketing. Distinguish between Process or Function. Customer Service. Customer Service Process. Flow. Provides the overall structure providing a consistent set of processes to record and track user contact. . Delivering for the future Keeping the energy flowing in the North West, West Midlands, East of England and North London Cadent - Distributes gas to major centres of population, transport hubs and the heart of the UK economy 2. Practitioner guide. 3. Delivering renewable energy. Resource name. Level. PPT slides + notes . –.  practitioner. PPT slides . –.  learner. Activity sheets. Film. Interactive. 3. Delivering renewable energy. PATIENTS EXPERIENCING HOMELESSNESS. Presenter Name. Presenter title or other info. Part 1. Building Cultural Sensitivity and Equality for Our Patients/Members Experiencing Homelessness. DELIVERING COMPASSIONATE CUSTOMER SERVICE . Ms. Denise Yvonne Nakitto is vastly experienced in customer service with over 7 years work experience in the customer experience space. . She is currently the Customer Experience Quality Assurance Supervisor at UMEME Ltd. .