CUSTOMER SERVICE

Diana Piraquive. CIS 1020-036

“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong”

- Donald Porter

MISSION STATEMENT My audience will know about customer

service and its skills. Giving them tips and rules to offer a good service. All of these based on researches and mostly my experience as a Concierge at The Grand Spa at The Grand America Hotel.

FOR YOU…

What is good customer service for you? Have you ever been a “difficult

customer”, why?

WHAT IS CUSTOMER SERVICE? AND ITS SKILLS?

It is the provision of service to customer before, during and after a purchase.

It may be provided by a person or by automatic media, such as Internet sites. It is an increased ability

to provide service 24 hrs a day; being a complement to customer service by persons.

Can be based entirely on self service, but also be based on service by more or less media of artificial intelligence.

CUSTOMER SERVICE SKILLS

A friendly personality aids good customer

service.

It is the collective term for those skills needed

to successfully complete any customer interaction, whether it be in person, via phone

or online.

It includes a good understanding of the spoken and written

language, an ability to listen and understand customer’s request.

Problem-solving skills and professionalism.

It includes flexibility, leadership, task

orientation and the genuine desire to

progress the company mission.

It provides service agents with the ability to actively serve customers, resolve issues, initiate changes, teach co-workers and

maintain calm regardless of customers’ attitude.

8 RULES FOR GOOD CUSTOMER SERVICE

1. Answer your phone: Someone is picking up the phone when someone calls your business.

2. Don’t make promises unless you will keep them: “Think before you give any promise.”

3. Listen to your customers: Suggest how to solve the problem.

4. Deal with complaints: If you give the complaint your attention, you may be able to pleas this one person this one time.

5. Be helpful – even there’s no immediate profit in it: Customer first. When someone walks thru the door, assist him right away. Don't ignore him.

6. Train your stuff to be always helpful, courteous, and knowledgeable: Give everyone of the stuff enough info and power to make small customer-pleasing decisions.

7. Take the extra step: Help customer with every question they have about products or where they can find a determined one.

8. Throw in something extra: Whether it’s a coupon for at future discount, additional info on how to use the product, or a genuine smile.

10 COMMANDMENTS OF A GREAT CUSTOMER SERVICE

I. Know who is boss. Never forget that the customer pays our salary and makes our job possible.

II. Be a good listener. Identify customer needs by asking questions and concentrating on what the customer is really saying.

III. Identify and anticipate needs. Customers don’t buy products or services. They buy good feelings and solutions to their problems.

IV. Make customers feel important and appreciated. Always use their name, compliment them but being sincere.

VI. Help customers understand your systems. Take time to explain how your systems work and how they simplify transactions.

VII. Appreciate the power of “Yes”. Always look for ways to help your customers.

VIII.Know how to apologize. It’s easy and customers like it.

IX. Give more than expected. Think of ways to elevate yourself above the competition.

X. Get regular feedback. Encourage and welcome suggestion about how you could improve.

XI. Treat employees well. Thank them and find ways to let them know how important they are.

… WORKING AT THE GRAND SPA

It has became a great experience, you get to know people from everywhere of the world and any kind of customers and co-workers.

It is really nice to noticed how people appreciate your service and help even if for you it is just your job, for some of them it could be a detail that makes their day.

68%

30%

2%Customers Hotel

LocalMember

GENERATING CUSTOMER LOYALTY

Be a Communicator

Be Reliable Be Responsive Be Credible Be Accessible Be Competent Be Courteous Be Proactive Be Professional Be committed

THE FIVE-STAR BLUEPRINT™ Guide to What words to Use:

1. My Pleasure or It’s been my pleasure vs. No Problem2. Certainly, Absolutely or Of Course! vs. OK or Sure Thing3. I can help you with that! vs. yea or OK4. What other questions? vs. Is there any other questions?5. What else can I do for you? vs. Is there anything else I can do for

you?6. Let me see what I can do for you vs. I’ll try or I’ll I have check

into that7. Thank you for calling, please feel free to call us back vs. Your

welcome, bye8. You will need to… or We recommend you… vs. You will have to . .9. Thank you vs. Thanks10. We are fully committed vs. We are sold you (Remember, you

don’t sell treatments, you sell service and you are never sold out of service)

For showing the guest that you care: Make Eye Contact and

Smile Use the Guest’s Name Ask Warm Questions Have and “I can help you

with that” Attitude Remember the 5/10 rule Always Lead (never

point) Thank them for their stay

and invite them back

“Your most unhappy customers are your greatest

source of learning ” - Bill

Gates

WORK CITED

http://en.wikipedia.org/wiki/Customer_service

http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm

http://www.ehow.com/facts_4899735_customer-service-skills_.html