Published on July 23, 2009
Genesis Excellence and Superiority in Service The GENESIS Program
1. Kahulugan ng Customer Service 2. Tamang pagharap sa isang masalimuot na customer 3. Kahalagaan ng Customer Service What are we going to study?
WHAT IS CUSTOMER SERVICE?
T DELIGHT SATISFY Provide quality service that would delight and satisfy their needs
THE BUSINESS LANDSCAPE IS CHANGING FAST “ Naaalala mo pa ba ang Pantranco? Ito iyong Pangansinan Transportation Corporation, Ito ang kauna-unahang bus company sa Pangasinan na itinayo noong 1917 sa pamumuno ng dalawang Amerikano. Ang main terminal nila ay nasa kanto ng Roosevelt at Quezon Ave which serves to be a landmark area until this present day. Puro pula at orange stripe ang mga bus nila, eto iyong mga ordinary buses at iyong mga aircon na meron ibang design din, kulay puti naman ang body paint ng Balanga line ng Pantranco na ang terminal ay nasa Dimasalang, sila din ang tanging bus company na puro MAN ang units. They also have Pantranco South Express which serves the South Luzon area. Naalala ko rin nung mid 80's hanggang late 90's ito ang laging sinasakyan ng mga pasahero patungong norte, lalo na sa Pangasinan, Baguio at Cagayan. 1993 nang ito'y tumigil na sa pagbiyahe. Sayang at napakalaki pa namang kumpanya nito.”
T It is a science of planned activities that are designed to create LOYALTY and DEVOTION from delighted and satisfied customers
CUSTOMER SERVICE strategic tool has become a to achieve PROFITABILITY!
86% express satisfaction with the previous supplier “ frederick reicheld – ‘the loyalty effect” of defectors
QUALITY CUSTOMER SERVICE … .if you build they will come.
In the late 1800s, a young man named SAKICHI TOYODA was training to be a carpenter, like his father before him. Soon, however, his life was headed down a different path. Seeing poverty around him in his home village in Japan, he felt the need to improve society by making a positive contribution.
“ Everyone should tackle some great project at least once in their life.” “ Be contributive to the development and welfare of the country by working together, regardless of position, in faithfully fulfilling your duties."
Paternal Management Philosophy He believed that a company should create wealth for society as well as for shareholders, and should always work to alleviate poverty. Matsushita's business philosophy led to the Japanese "paternal management" tradition, whereby employees are viewed as being part of a "family" within the company, and are assured of lifetime employment, without fear of layoffs.
"Recognizing our responsibilities as industrialists, we will devote ourselves to the progress and development of society and the well-being of people through our business activities, thereby enhancing the quality of life throughout the world.“ One of the most lasting of Matsushita's business sayings was, "If we cannot make a profit, that means we are committing a sort of crime against society. We take society's capital, we take their people, we take their materials, yet without a good profit, we are using precious resources that could be better used elsewhere."
To experience the sheer joy of innovation and the application of technology for the benefit and pleasure of the general public. “ We will create products that become pervasive around the world .”
“ We will be the first Japanese company to go into the American market and distribute directly.” … “ Made in Japan” will mean something fine, not shoddy.” “ We will succeed with innovations like the transistor radio that American companies have failed at.” “ Fifty years from now, our brand name will be as well known as any on Earth. “
END OF PART 1 THANK YOU
The Customer is Always Right.
Is it alright to apologize to a customer?
“ Di ko alam” “ Bago lang kasi ako” “ Tingnan na lang natin”
Is it alright to make promises to your customer?
To whom should you be loyal first: to your customer or to your company?
END OF PART2 THANK YOU
“ THE ANGRY CUSTOMER” FORMULATING STEPS ON HOW TO DEAL WITH DIFFICULT CUSTOMERS DIRECTIONS: GROUP INTO TWO ONE GROUP WILL PLAY THE EMPLOYEE AND THE OTHER GROUP WILL PLAY THE CUSTOMER EACH GROUP WOULD BE GIVEN 5 MINUTES TO MAKE THEIR SCRIPT PLAYING THE ROLE OF THE CUSTOMER AFTERWARDS, THERE WILL BE A REVERSAL OF ROLES
GROUP INTO TWO
ONE GROUP WILL PLAY THE EMPLOYEE AND THE OTHER GROUP WILL PLAY THE CUSTOMER
EACH GROUP WOULD BE GIVEN 5 MINUTES TO MAKE THEIR SCRIPT PLAYING THE ROLE OF THE CUSTOMER
AFTERWARDS, THERE WILL BE A REVERSAL OF ROLES
END OF PART 3 THANK YOU
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