Customer Care

50 %
50 %
Information about Customer Care

Published on August 18, 2008

Author: damone

Source: slideshare.net

Description

a visual presentation to accompany specific library related customer service training

Customer Care

Our Mission

We are in the business of satisfying the customer’s need to know…

.

Perception of Service Perceived Service Dimensions of Service Quality Tangibles Reliability Responsiveness Competence Courtesy Credibility Security Access Communication Understanding Empathy Expected Service Marketing Personal Needs Past Experience Word of Mouth Service Quality

 

 

Bridging Perceptual Gaps

  Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.

 

 

Bridging Perceptual Gaps Be clear about intentions Be certain actions match intentions Check for understanding

Be clear about intentions

Be certain actions match intentions

Bridging Perceptual Gaps listen carefully beyond biases consider the intentions of the sender do not make assumptions Check for understanding

listen carefully beyond biases

consider the intentions of the sender

do not make assumptions

Here’s what I heard you say. Is that correct?

 

Things we want to get right

Body language

Focus

Active listening

Be Responsive

2. excellence of manners or social conduct; polite behavior. 1. a courteous , respectful, or considerate act or expression. Cour . te . sy [kur-t uh -see] Be courteous

They have to know we care

Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk

Successful Telephone Practices

Successful Telephone Practices Eagle Branch Library. Syaron speaking. How may I help you? Yes, I need information about Japanese animation.

Successful Telephone Practices I’m sorry. I don’t have that information here.

Successful Telephone Practices Would you like me to connect you with that department? Yes, please!

Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you?

Successful Telephone Practices I have a transfer for you. Bye!

Successful Telephone Practices Central Library. History Dept. This is Anju speaking. How may I help you? I am waiting for my information!

Successful Telephone Practices ? ! ? Huh?

How do we prevent this?

“ A man without a smiling face must not open a shop.”

Add a comment

Related presentations

Related pages

Customer Care Concept – Wikipedia

Das Customer Care Concept bzw. Kundenbetreuungskonzept beschreibt eine mögliche Service-Organisation mit dem Ziel der Optimierung und Automatisierung von ...
Read more

Customer Care Institute

The Customer Care Institute (CCI) is an international resource organization that assists Customer Care professionals with improving the delivery of corporate
Read more

dict.cc | customer care | Wörterbuch Englisch-Deutsch

Übersetzung für customer care im Englisch-Deutsch-Wörterbuch dict.cc.
Read more

Kundendienst – Wikipedia

Unter Kundendienst oder Kundenservice versteht man zum einen eine organisatorische Einheit (Abteilung) in einem Unternehmen, zum anderen die Leistung oder ...
Read more

Customer Care Center | TeleCash

Ab sofort stellt TeleCash Ihren Lastschriftkunden die monatlichen Abrechnungsinformationen als Online-Rechnung im TeleCash Webportal „Customer Care ...
Read more

SAY Customer Care: Projektmanagement – Training ...

Customer Care Expertin Serpil Aydin: Projektmanagement, Training, Qualitätssicherung und Prozessoptimierung in Augsburg, Bayern und ganz Deutschland.
Read more

dict.cc Wörterbuch :: customer care :: Deutsch-Englisch ...

Englisch-Deutsch-Übersetzung für customer care im Online-Wörterbuch dict.cc (Deutschwörterbuch).
Read more

customer care - Deutsch-Übersetzung – Linguee Wörterbuch

Viele übersetzte Beispielsätze mit "customer care" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen.
Read more

Customer Care - Australia > Home - www.customercare.com.au

home; about us. about customer care; our people; international assistance group; testimonials; careers. careers at customer care; current vacancies; case ...
Read more

AMEVIDA: Customer Care - Callcenter für Inbound und ...

Täglich ergeben sich die unterschiedlichsten Gelegenheiten um mit den eigenen Kunden in Kontakt zu treten. Sie rufen Ihren Kunden aktiv an um ihn über ...
Read more