SHARING SESSION

Customer Relationship Management Services

TEAM A

Jiayu, Weikeet, Dewang, Peixin, Jeraldine, Jacqueline

Introduction Customer Service Maintaining Good Service Standards

Complains Compliments

Sharing of Good/Bad Experiences Role Play Challenges Faced

Something About Us

Video recommendationsTough customersThe secrets of superior services

First Stopover What we did not do before What we are involved in now

What we did NOT do before Pay attention to the service standards in

Singapore

Complain bad services

Compliment good services

What we are involved in now Conduct mystery shopping Gain experiences Encounter different scenarios

Embarrassing Price of Coca-Cola Promotional Tool

(1metre Polar Bear Soft Toy) Pretend to know a lot about wine

Gradually influence our personal life

Re-enactment of Scenario

CUSTOMER SERVICEScene: Cold Storage (Compass Point)

Jiayu’s embarrassing moment…

What is Customer Service? Assistance and other resources that a company

provides to the people who buy or use its products or services

Why is Customer Service Important?

Adds value Entice future patronage Intangible benefits Increase sales

Complain

2 types

Most never bother to complain No one pointed out bad standards

Bad Customer Service Continues

Maintaining Good Service Standards

In Front At the Back

Tell staff directly Write a letter

Show displeasure Email to company

Speak to person in charge

Complain to friends

Re-enactment of Scenario

BAD CUSTOMER SERVICEScene: Mos Burger (Plaza Singapura)

Complaint Do not have to kick up a big fuss

Stay Cool & Calm

Tell them nicely

Complain in a comfortable way

Customers are concern about service attitudes

Compliment

Ought to be recognized for providing Good Customer Service

Motivate them Build sense of belonging in them

Maintaining Good Service Standards

Re-cap of Scenario

BAD CUSTOMER SERVICEScene: MOS BURGER (Plaza Singapura)

Re-enactment of Scenario

GOOD CUSTOMER SERVICEScene: Yoshinoya (Plaza Singapura)

Yoshinoya’s Feedback Form

Compliment Most never bother to compliment

Troublesome Filling up feedback form Sending of email Do not know the exact format

Harbor wrong mindset Management will not bother to read Other customers will compliment Go all out to complain

Compliment Do not have to be precise

Short and Simple You’ve got excellent service Keep up the good work

Smile

Challenges Faced?

Heartfelt Challenges… Difficult to separate into teams

New Team Member

No volunteers to be difficult customers

Fear of conducting mystery shopping

Unable to follow schedule as planned

Conclusion Be attentive to surroundings

Contribute if possible

Be always ready to adapt

Be flexible

Cherish your friends

A SINGLE CANDLE CAN’T ILLUMINATE THE ROOM

Q & A SESSION

Jiayu, Weikeet, Dewang, Peixin, Jeraldine, Jacqueline

Customer Relationship Management ServicesTEAM A