service Excellent

service Excellent

What is Service?

A service is any act of performance that one party can offer another that is essentially intangible and does not result in the ownership of anything; its production may or may not be tied to a physical product.

© Pearson Education, Inc. Publishing as Prentice Hall     

Poll

Do you like this game?

• yes

• no

What is Service?

Service is the practice of delivering products and services to both internal and external customers via the efforts of employees or through the provision of an appropriate servicescape.”

© Hudson & Hudson. Customer Service for Hospitality & Tourism

Who are Customers?

Definition of a customer

(Internal/external customers)

Customers are people who need your assistance. They are not an interruption to your job, they are the reason you have a job..

https://www.sta.islington.sch.uk/attachments/download.asp?file=197&type=ppt

What is Customer Service?

Customer Service is all about:

by City & Guilds

• 
  

  Providing customers with what they want

• Offering consistent levels of service 

• Exceeding and not just meeting expectations

• Fulfilling all customer needs

• Going out of your way to delight customers.  

Why is Customer Service Important?

• Intense competition

  
  

• Customers have a choice

  
  

• It is the only thing that can make us different from our competitors  

  Satisfied and delighted customers will come back  

  Dissatisfied customers will not come back.  

  
  

• 
  

• 
  

Multiple Choice

LISTENING IS NOT NECESSARY WHEN DELIVERING CUSTOMER SERVICE

• TRUE

• FALSE

Multiple Choice

Providing Excellent Customer Services means exceeding the customer's expectations.

• TRUE

• FALSE

Multiple Choice

What is customer service?

• DELIVERING A PRODUCT OR SERVICE AS PROMISED

• DELIVERING A PRODUCT OR SERVICE NEXT WEEK

• ANSWERING A TELEPHONE

• WAITING FOR YOUR BOSS TO ASSIGN A TASK

Multiple Choice

1. You should always communicate that you are ______to provide assistance

• NOT AVAILABLE

• GOING TO GET SOMEONE

• MORE THAN HAPPY

• NOT WILLING

Multiple Choice

Customers feel like you understand them when you do this...

• EMPATHIZE WITH THEM

• LISTEN QUIETLY WITH NO FEEDBACK

• PUT THEM ON HOLD

• TRANSFER THEM TO A MANAGER

Multiple Choice

1. What does your client want?

• TO BE UNDERSTOOD AND CARED FOR

• A NEW PRODUCT

• TO SPEAK WITH THE OWNER

• TO SEE A DEMONSTRATION

Multiple Choice

You should always use and ______tone of voice.

• Drippy

• steady and monotone

• High Pitch and Excited

• Calm and soothing

Multiple Choice

WHY IS THE CUSTOMER IMPORTANT?

• THEY ARE FUN TO TALK TO

• THEY ARE RICH

• THEY ARE THE BUSINESS' BIGGEST ASSET

• THEY WILL BECOME OUR FRIENDS