代写 Customer service

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    • •代写 Customer service Customer Services
    •Definitions
    •Customer service means meeting the needs and expectations of the customer as defines by the customer.
    •
    •Public relations are activities which are concerned with the presence or image of an organisation and the positive acceptance of this image.
    •What is Service?
    •1. SERVICE = technique + attitude
    •2. PASSION = energy + commitment
    •3. WILLINGNESS
    •4. GROOMING
    •代写 Customer service 
    •T + A + P + W + G = Excellent Service
    •Customer Service
    To achieve a good first impression:
    •Greet the customer with empathy
    –Focus on the customer needs
    –Use appropriate verbal and non verbal behaviour
    –Problem solve and/or consult customer’s – meet their expectations
    •Moments of Truth
    •Each and every encounter the organisation has with a customer is a moment of truth:
    –Advertising
    –Business cards
    –Take away menu
    –Building, Facilities and Ambience
    –Car parking
    –Telephone Reservation
    –Every interaction with the organisation
    •
    •Moments of Truth
    •There are hundreds and thousands of moments of truth daily:
    •
    •Positive
    •Negative
    •Neutral
    •Quality Service
    Promotion         Enquiry           Reservation
    •
    Menu Explanation            Arrival/Meet/Greet/Seat

    Food and Drink Orders              Delivery of F & B

    Preparation of Bill          Complaints?

           Payment  Farewell
    •What do the customers want?
    •Value for money
    •Quality Service
    –Friendly
    –Courtesy
    –Assistance
    –Prompt and timely attention
    –Empathy
    –Support
    •Quality products
    –Comfort
    –Safety
    –New Experience

    •Determining customer preferences
    •Using questioning techniques
    •Active listening
    •Observe customer behaviour
    •Recognising non-verbal signals
    •Understanding target markets that our enterprise caters to
    •Be mindful of always:
    •Proactively promoting products and service
    •
    •Offering appropriate extras and add-ons
    •Role of Staff Getting Feedback
    •Watch procedures and suggest better ways of doing things
    •Watch customers and see how they react, noting trends
    •Ask customers for specific feedback
    •Check food plate returns
    •Brainstorm new ideas with colleagues
    •Visit competitors
    •Conflict Resolution
    •Impatient, frustrated customers
    –Be professional, try not to get personally involved
    •Rude
    –Stay cool and ignore rudeness
    •Boring
    –Try not to show boredom, wait patiently for them to get to the point
    •Method A
    PAIR
    •
    •P = Placate, listen, empathise, respond
    •A = Attend to the complaint
    •I  = Investigate circumstances
    •R = Resolve, decide on what action to take
    •Method B
    Five-Step Method

    1.Listen
    2.Respond
    3.Decide on action
    4.Take action promptly
    5.Follow up
    •Why don’t customers come back?
    •3% move away
    •5% influenced by others
    •9% offered a better deal
    •14% dissatisfied by product
    •68% dissatisfied
    代写 Customer service