cc lesson 7.ppt

Factors The service standards are arranged into the following basic customer expectations: Individuality Efficiency Politeness Reliability Friendliness Flexibility Individuality (1) People are individuals and need to feel their individual needs are understood and are being met. Excellence is when the customer feels special, that you are putting time into the relationship and that you would go out of the way to help. Having respect for your customer and demonstrating that you value them is a prerequisite. Individuality (2) Answer calls quickly Customers, like everybody, hate answer machines and recorded messages. Always pick up and answer a ringing telephone, even if it isn’t yours. Minimise wait times Wait on customers rather that make them wait on you. Summon your colleagues to help Efficiency (1) The first basic of customer service is that you must deliver. This means that the product or service must be there when the customer wants it (timeliness). Furthermore, it means that the product will be the one the customer wants. Efficiency (2) There will be occasions when things go wrong, when the delivery is not made or when what is delivered is not what was wanted. There are two essential practices for dealing with these situations: You must inform the customer of the problem before he or she informs you of it. You must have a recovery plan to resolve the problem. Politeness (1) Politeness and good manners is as simple as being polite and courteous. It means treating all customers with respect and dignity. The reality is however that politeness and good manners are absent in many establishments for the simple reason that they get in the way of so called efficiency. Politeness (2) Saying courteous words Maintaining a good appearance Giving compliments whenever possible Offering refreshments (even a glass of water) at the appropriate time Extending a helping hand Looking people in the eye when speaking Listening carefully to what people say Reliability (1) Cust