Dwcc - Quality Customer Service

7/29/2019 Dwcc - Quality Customer Service

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Quality CustomerService


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Understand the importance of quality customer servicein the survival of a business.

Identify the reasons behind quality customer service.

Understand the impact word-of-mouth has on a

companys reputation.Define what a customer is.

Differentiate satisfied and loyal customer.

Identify different types of customers.

Understand the inverse relationship between anger andlogical thinking, in accordance to the training provided.

Know the steps on how to handle customer complaints.

Understand the importance of Positive Attitude.

Objectives:

To know the importance of Quality Customer Serviceand the impact it has on the survival of a business.


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definingQuality Customer Service The quality of service given to customers.

The ability to constantly satisfy the needs of a

companys internal (ex. Co-workers) and externalcustomers (ex. Clients)

Not just about satisfying customer alone, it is about

delighting customers so that they will continue to dobusiness with the company.


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TOURISM CUSTOMER SERVICES

Providing Information

Giving advice

Receiving & passing on

messagesKeeping records

Providing assistance

Dealing with problems

Dealing with dissatisfied customers

Offering extra services


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Reasons Why Customers

Leave1% Die3% Move

5% Seek alternatives or develop other relations

9% Begin doing business with the competition

14% Are dissatisfied with the product

68% Are upset with the treatment they received


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Reasons Behind Quality

Customer Service

Growth in service providers in todays

Customers expect it

It makes economic sense

To the customer, you are the Company


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Word-of-mouth

Common term to describe the act of passingverbal information from one person to theother.

The most powerful form ofadvertisement.

Customers more often than not tell otherpeople of their experience with a certainproduct or company.


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BENEFITS OF Q.C.S.

INCREASED SALES

DELIGHTED LOYAL CUSTOMERS

MORE CUSTOMERS THROUGH REPEAT

BUSINESS & RECOMMENDATIONS

GREAT (PUBLIC) IMAGE

AN EDGE OVER COMPETITION


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The CUSTOMER


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CUSTOMERTHE MOST IMPORTANT PERSON IN THE ORGANIZATION

IS DEPENDENT ON US --- WE ARE DEPENDENT ON HIMIs not an interruption of work he is the purpose of

it. We are not doing him a favor by serving him he isdoing us a favor by giving us the opportunity to do so.

Is not a cold static he is flesh & blood; a human being withfeelings & emotions like our own, & with biases & prejudices

Is not someone to argue or match wits with.Nobody ever won an argument with a customer

Is a person who brings us his wants & needs. It is our duty &

job to handle them in a way that profits both him & ourselves


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Facts about Customers:

A typical dissatisfied customer will tellaround eight or ten peopleOne in five will tell 20It takes 12 positive incidents to make upfor just ONE negative incidentSeven out of ten will do business withyou again if you solve the problem95% will do business with you again if yousolve it right away


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Two Kinds of Customer

Satisfied CustomerWhose needs and expectations were metMay or may not return to do business with the company

again

Feelings may be between neutral and goodLoyal CustomerWhose expectations were exceeded

Felt delighted with the product and serviceWill usually help with the business through word-of-mouthadvertising

Will stay with the company even when there is newcompetition


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Customer Loyalty Grid

Zone of

SATISFACTION

Zone of

DELIGHT

Zone ofINDIFFERENCE

Zone ofLOYALTY

Expected

Unstated

Stated

Unexpected


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Zone 1: Zone of Indifference

(Unstated/Expected)

Customer expects his basic needs and wantsto be fulfilled.

Respect and courtesy are good examples ofthese expectations.

Zone 2: Zone of Satisfaction

(Stated/Expected)

Customer tells the company what he wantsand what he expects to happen.


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Zone 3: Zone of Delight

(Stated/Unexpected)Customer asks for something but does not

expect the company to carry this out.

Zone 4: Zone of Loyalty

(Unstated/Unexpected)

The hardest zone to achieve since it requiresnot only satisfying the customer but going

beyond the expectations.


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Six Elements in QCS

1. Make a good (and lasting)impression2. Show competence by listening tocustomers3. Create personal relationships withyour customers4. Give customers more than what theyexpect5. Resolve conflicts quickly6. Thank people for their businessand value their feedback


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Personal Presentation

Dress

Hygiene

Personality

Attitude

Behavior


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TOURISM CUSTOMERS Individuals Groups People from different ages People from different cultures Non-English speakers People with specific needs

Ex. Sight & hearing impaired,wheelchair access, facilities foryoung children Business men & woman


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Types of Customers

Meek CustomersWho do not say anything.

Who give little or no verbal responses.ProcrastinatorsUsually undecided and tend to put off

decisions until the last minute.Prefer to cover all alternatives before making

a decision.


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Slow/Logic/Methodical CustomersWho are curious about the product and tend

to ask a lot of questions before purchasingthe product.Rip-off CustomersWho always want something that they are notentitled to receive.Opinionated CustomersWho act as if they know everything about you,your company and your services.


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Inverse Relationship Between Anger

and Logical Thinking

0

10

20

30

40

50

60

70

80

90

20 40 60 80

Anger of the Customer

LogicalTh

inking/

AbilitytoReason

ANGER


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Steps in Handling Customer Complaint

Step 1: Let the customer air his or hersentiments

Step 2: Dont let negative feelings cloud your

judgment towards the customer

Step 3: Empathize with the

customerStep 4: Work actively to come up with asolution

Step 5:Agree on the solution

Step 6: Make sure that what you promised to

do gets done


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Positive Attitude

Helpful state of mind or a feeling regarding a situation orfact.A person with positive attitude has the ability to findopportunities regardless of the situation.This kind of attitude sees every problem as an opportunity to

serve customers.

Dwcc - Quality Customer Service

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