Slide 1 Welcome to your second customer service lecture. This week we’ll discuss listening‚ an often simplified concept. Many people think listening is easy—as long as you hear something you’re listening to it‚ but in truth‚ listening effectively is a demanding task. To listen effectively‚ you must apply skill and determination. Luckily‚ as with any skill‚ effective listening can be learned. We’ll begin this lecture by going over the difference between hearing and truly listening. Slide
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“Greed is good. Greed is right. Greed works.” (Gordo Gecko). Taking this particular belief system into consideration‚ it is evident that from an economic perspective‚ acting according to self-interest within a corporate environment‚ in turn significantly benefits the public. Enron however is a picture-perfect example of excessive greed not bringing about the above stated benefits to employees and society. Immoral behaviour and unethical leadership ultimately resulted in ethical scandals‚ major financial
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Learning 1. Summarise the learning and teaching strategies used in your area of specialism. What strengths and limitations does each have? There are many learning and teaching strategies that could be used to ensure learning takes place within the area of customer service. Each technique has its own strengths and limitations that must be considered when applying them to context of customer service and its environment. Approaches that include activities such as role play where the learner may
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11/6/12 Business Relations The 6 Facets of Customer Service What does “customer service” mean? According to Melvin Richardson’s article “What does customer service mean?”‚ Customer service means: listening to your customers‚ satisfying every want and need‚ taking ownership of the customer’s account‚ showing appreciation‚ smiling and following up with each and every customer. These are all simple tasks to complete individually but they become more complicated to fulfill when they are all lumped
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table‚ would you pocket it? Or would you give it back to them? There is a popular show on ABC called “What Would You Do?” that truly epitomizes how everyday Americans either show or don’t show integrity in certain situations. If you’re not familiar with the show‚ “What Would You Do”‚ it is a show that sets up integrity testing situations similar to the money situation above‚ with actors and cameras to sees how average Americans react to those situations. Integrity to me is what you do when no one
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INTRODUCTION The Customers Service workshop is designed to teach companies how to deliver high levels of customer satisfaction based on people skills vs. technical skills. Technically oriented persons too often become so focused on providing a technical solution that they overlook the human side of the equation. This is a very common trait among support personnel who come to their position from technical or non-service backgrounds. The course teaches companies how to treat the customer as an important
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Overview of the Pet Industry 2.1 5 Service quality theory 3.0 6 How it applies to the Pet Shop Industry 3.1 8 Customer loyalty theory 4.0 9 How it applies to the Pet Shop Industry 4.1 10 Brief overview of Consumer behaviour Linked to the pet industry 5.0 11 Summary 6.0 12 References 7.0 13 Figures Page No. Figure 1 Service Concept 6 Figure 2 Servqual Method 7
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Culture Through a Customer Service Excellence Lens Sian Thomas. B.A. (Hons) Business and Management‚ Customer Service Excellence module‚ Level 6 Keywords: Customer Service Excellence‚ Culture‚ Understanding‚ Impact | Introduction The purpose of this research is to evaluate the importance of understanding culture in order to deliver customer service excellence from both an organisational perspective and the perspective of the customer. This paper will apply customer service excellence theory
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Customer Service Unit 3 Communication in the customer service role Session 4 Understand how to meet the needs of a diverse range of customers © Creating Careers Limited‚ 2012. All rights reserved. Page 1 of 1 Communicating with people who have language/speech difficulties Try and ask short questions that only require short responses. Don’t raise your voice unless requested as most speech-impaired customers can hear and understand. If you don’t understand‚ ask the person to repeat what
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Restaurant and Microbrewery Draft a response to this customer. Analyze the responses of your classmates. What makes a good “service recovery” response. Develop some general guidelines. A. Response Letter: Dear Sir/Ma’am‚ I am writing in response to your letter in which you described your disappointment in our service. I apologize for the treatment you and your family received and want to assure you that it does not reflect the quality of service we strive to maintain. I have already spoken with
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