EnhanceCustomer(复习提纲)课件.ppt

Enhance Customer Service Experience Assessment 1)Short Answer Questions 50% weighting 2)Research Assignment 50% weighting Section 1 Provide a quality Service experience to Customer Who is the Customer? A Customer, also called client, buyer or purchaser, is used to refer to a current or potential buyer or user of the products or services of an individual or organization (establishment). Types of Customers External: Outside the organization (people who pay the bills) --End-user customers -- Manufacturer (OEM) for suppliers Internal: people within your organization who receive your work --colleagues --managers --staff from other departments, branches or locations A product is made up from tangible elements, it is a physical good. You can tough it. Please list some products offered by tourism or hospitality establishment. Food, Beverage Souvenir Local Specialty Clothing What is a Product? What is service? Service is a type of?economic?activity?that is intangible, is not stored and does not?result?in?ownership. A service is consumed at the?point of sale. A service can form part of a product, e.g. the technical support on your new TV. There may or may not be a direct charge for the service. Please list some services offered by tourism or hospitality establishment. Tour package Transportation Service Spa, Massage Laundary Service House keeping Services What is the difference between Product and Service? Products are tangible, and you can see, hold and own them while the service is intangible and can only be experienced. Products can be stored and used whereas it is not possible to store a service. Products can be counted whereas service can be compared or described as better or worse. For example: You can buy a car (product) but depend upon gas stations (service), garage (service), and insurance agents (service) for its upkeep and maintenance. Determine and Clarify customer Preference, Needs and Expectations What is customer preference, needs