Cap Stone for MBA-Tittle Customer service-

The Customer rates every encounter
You need to realize that every time you do business with a customer, that customer is rating you. we may not know exactly what standards or criteria a customer is using, but we can be sure of one thing: the customer is rating every encounter as to the level and quality of service.and their own level of satisfaction with the entire interaction.As an employee works for customer service, it is your responsibility to have an idea of the criteria that customers use when they rate you and your employer. Several years ago, the research firm, investigated the parameters customers use to rate businesses during service encounters. Their findings identified ten dimensions of customer service.Subsequent research supports their findings, and re-categorizes it into the five dimensions that customers use to act as a "RATER" of business:
(a)Reliability-refer to your ability to perform and live up to your promises.(b)Assurance-is the knowledge and courtesy of employees, and their ability to convey trust and confidence.(c)tangibility-relates to the appearance of the physical facility, the equipment, the staff and any communication materials your employer or business may be use.(d)empathy- is the caring and individualized attention provided to customers.empathy also assumes these attributes: (1)customers want you and your employees to be easily accessible. they want to be able to approach you when they need you. You need to be available to them to provide great customer service when they need it-not just when it is convenient for you. If you are not available, your competitors will be, and your customers will become their customers. access refers to you. If you are not available, your competitors will be, and your customers will become their customers. access refers to your staying open later in the evening, opening on weekends or holidays, opening earlier in the morning, and conducting business when your customers want to meet with you.(2)Communication in customer service can make or break a customer's perception of your business. I personally believe that communication is the cause of all success between people, as well as the source of all disagreements and failures.When two people communicate, things work out: when they do not, we have problems.you keep customers informed of what is going on, in a language they understand and listen to customers well and explain things and make certain the customer has a grasp of what you say.(3)Understanding the customer is vital to your success.(e)Responsiveness-refers to your willingness to help customers or the willingness of your employees to do the same.you need provide prompt service when the customer requires and resolve problems or complaints quickly and to the customer's total and complete satisfaction.
Summary: In the varies roles I performed at the Airlines company as airline's staff and performed at US Post service as window clerk. I interact daily with customers or passengers. I represent the Airlines company or US Post service in courteous, cheerful, professional manner and providing prompt, efficient and accurate service. I apply customer service skills to build up trust and harmony in addition to also follow 3p -Passion, Patient and Pleasant-( the good customer's service attitude).In most instances, provides verbal or written information in a timely manner to customers that is thorough and correct,using clear and precise communication methods to make sure customer understand, and I will follows-up to make sure if the customer satisfies this resolution. If the questions or issues are not within my control I will refer in a timely manner to appropriate staff in order to be able to assist with the situation. and meet customer expectations in most cases as determined through established customer surveys or other appropriate feedback system, as a result I got three times Certificate of appreciation from my employer. so I believe that a good customer service is composed to Passion,patient and pleasant.

Cap Stone for MBA-Tittle Customer service-

Customer service as a powerful marketing tool
1.Customer service is done for the customer-Companies learned that if they were proactive with their customer service efforts, they could acquire and keep customers more easily. Customers were drawn to companies that clearly communicated their business message: The products and services had value and they were supported by the company. An even more proactive approach was the offering of guarantees. while guarantees often came with manufactured products when they purchased, many companies never explicitly communicated their guarantees to the public. As customers became more educated and aware of what they received for their dollars, they began demanding companies support what they sell. those companies that promoted-marketed-their guarantees also acquired customers more easily and at a lower cost. That is because the risk of the purchase is transferred from the customer to the seller.2. twelve customer service marketing techniques to build your business:(a).frequent buyer program-it reward your best customers for continuing to do business , the more they buy form you,the more more you give back to them. (b).frequent referral programs-thank you card,telephone call, flowers, small gist (under $10),gift certificate.(c).Thank you card,d.holiday and birthday cards.(d)Newsletters.-a great way way to keep customers informed of what is going on in your business.(e)Confirmation calls-telephone confirmation calls work well in any type of business.(f)Reward and recognition programs to your customers.(g)Employee recognition and reward programs-because employees are customers too.(h)recall and reactivation programs. (i)satisfaction guaranteed.(j)Treat employees as customers.(k)Customer special events-the great way to strengthen relationships.(l)strategic customer alliances.(m)Measuring the power of customer service-focus passionately on your customers. conclusion:good customer service are 3P ( passion,patient and pleasant).

Cap Stone for MBA-Tittle Customer service-

What Customers Really Need, Want and Expect
1.Superior customer service requires you to be effective-to do the right things right time.-Customers need from you:-Help,Respect,Comfort,Empathy and to be heard.satisfaction,Support,A friendly face,Understanding,To fee important,and A Quality product or service at a fair price.2.Determining how to satisfy customers.-What result or benefit will customers receive from owning my product or buying my service.-What is a customer's need level for my product or service?-How important is my product or service to the customer?-What are the perceived costs and perceived risks the customer has related to owning my product or using my service?-what does the customer want me to do to maintain his or her loyalty to my business?The answer is only one that is you are the customer side and which way you'd like to be treated.2.How to get the wow factor -customers will say "Wow" based on what you do for them that they never expected.begin your Wow factor training with developing and increasing your awareness.for example:Attitudes,Behaviors,concerns,desires, Want and Wishes,Expectations and Intentions, Perceptions,Physical state, Mental state, Physical state affecting mental sate, Influencers, your personal appearance,business appearance and environment, communication,availability and accessibility of Staff and Costs.10.Ten types of customer behaviors:The superior,know-it-all customer,The resistive customer,the dependent customer,The hostile customer,The Depressed Customer,The Quiet and uncommunicative customer,the talkative customer,the let-other-speak-for me customer,The chronic complainer,The perfect customer.
Do whatever it takes,within reason, to dazzle and delight them.When they conduct business with you, have them leave the situation saying"Wow!"

Cap Stone for MBA-Tittle Customer service-

Getting ahead of the competition
1. Unique Service Philosophy
The Unique service Philosophy is another statement of how you do business. It tells customers what they can expect to receive from you in the way of great customer service. It also tells your employees, and your competitors, how customers will be treated when they do business with you.-for example, customer service philosophy to be available, adaptable, flexible and responsive to the needs, wants and expectations of our customers and clients. We achieve this by listening carefully to what our customers tell us, by asking for feedback from our customers, making changes in our policies, procedures and performances based on customer recomendations and suggestions, and then giving customers exactly what they want and ask for, and something extra. Our goal is to always exceed our customers'expectations of us. At a minimum, we do whatever it takes to meet customer expectations and satisfy the customer. At a maximum, we do whatever we can to delight and dazzle our customers.
We realize, of course, that no company or person is perfect. There will be times when whatever we are able to do still does not delight and dazzle the customer. At those times we ask the customer to tell us exactly what we must do to satisfy them. After we listen, we do it. If for some reason the customer is still not satisfied, and we have done everything within our power, we work with the customer to find someone who can satisfy those needs and wants and expectations that we were unable to meet. The goal here is not to find fault or to blame either company or the customer. the goal is to do whatever it takes to satisfy the customer. Do whatever it takes to satisfy all customers and clients. Do it right the first time. Do it as often as the customer requires it. And if we can't deliver for some reason, find a colleague or even a competitor who can meet and exceed our customer's expectations.
2.Customer Feedback: customer feedback is critical to your success in providing great customer service. How do you know what customers think of you,your business to take step and find out -not knowing what customers need and want from you and what they expect of you. -A difference between what customers believe they received from you and what you believe you delivered.-A difference between the way you think customers want to be treated and the way they actually want to be treated.-A difference between your expectations of service quality performance and the customer's expectations.-A difference between what you promise to deliver and what you actually deliver.3.Customer retention Programs-Get them involved with your business, customer councils and advisory boards are excellent tools.-Have a customer appreciation day or week.-run special sales or offer special services.-Ask customers how you can serve them better and then give them what they tell you.-Keep your name in front of customers.4.Know your customers Intimately-use a contact management computer software program to keep track of all the information.5. Meet and exceed expectations-This concept will come up over and over again throughout the book.fine out exactly what customers expect of you.7.continuously Improve the service process-Answering the telephone by the fourth ring.-Keeping a caller on hold for no more than 30 seconds.-Returning telephone calls within 24 hours.-Responding to written correspondence within 24 hours.-Sending a technician to a site within 3 hours.-Whipping orders within 24 hours.-same day service.8.service Psychology-This concept is both a service technique and a mindset.9.Make service systems easily accessible and User Friendly-customer service systems are set up to make it easier for employees to do their jobs.10.train and empower Your Employees-Provide employees with the authority and responsibility to do whatever it takes to satisfy your customers.Train your employees to do this well.