sharing session customer relationship management services team a jiayu, weikeet, dewang, peixin,...
TRANSCRIPT
SHARING SESSION
Customer Relationship Management Services
TEAM A
Jiayu, Weikeet, Dewang, Peixin, Jeraldine, Jacqueline
Introduction Customer Service Maintaining Good Service Standards
Complains Compliments
Sharing of Good/Bad Experiences Role Play Challenges Faced
Something About Us
Video recommendationsTough customersThe secrets of superior services
First Stopover What we did not do before What we are involved in now
What we did NOT do before Pay attention to the service standards in
Singapore
Complain bad services
Compliment good services
What we are involved in now Conduct mystery shopping Gain experiences Encounter different scenarios
Embarrassing Price of Coca-Cola Promotional Tool
(1metre Polar Bear Soft Toy) Pretend to know a lot about wine
Gradually influence our personal life
Re-enactment of Scenario
CUSTOMER SERVICEScene: Cold Storage (Compass Point)
Jiayu’s embarrassing moment…
What is Customer Service? Assistance and other resources that a company
provides to the people who buy or use its products or services
Why is Customer Service Important?
Adds value Entice future patronage Intangible benefits Increase sales
Complain
2 types
Most never bother to complain No one pointed out bad standards
Bad Customer Service Continues
Maintaining Good Service Standards
In Front At the Back
Tell staff directly Write a letter
Show displeasure Email to company
Speak to person in charge
Complain to friends
Re-enactment of Scenario
BAD CUSTOMER SERVICEScene: Mos Burger (Plaza Singapura)
Complaint Do not have to kick up a big fuss
Stay Cool & Calm
Tell them nicely
Complain in a comfortable way
Customers are concern about service attitudes
Compliment
Ought to be recognized for providing Good Customer Service
Motivate them Build sense of belonging in them
Maintaining Good Service Standards
Re-cap of Scenario
BAD CUSTOMER SERVICEScene: MOS BURGER (Plaza Singapura)
Re-enactment of Scenario
GOOD CUSTOMER SERVICEScene: Yoshinoya (Plaza Singapura)
Yoshinoya’s Feedback Form
Compliment Most never bother to compliment
Troublesome Filling up feedback form Sending of email Do not know the exact format
Harbor wrong mindset Management will not bother to read Other customers will compliment Go all out to complain
Compliment Do not have to be precise
Short and Simple You’ve got excellent service Keep up the good work
Smile
Challenges Faced?
Heartfelt Challenges… Difficult to separate into teams
New Team Member
No volunteers to be difficult customers
Fear of conducting mystery shopping
Unable to follow schedule as planned
Conclusion Be attentive to surroundings
Contribute if possible
Be always ready to adapt
Be flexible
Cherish your friends
A SINGLE CANDLE CAN’T ILLUMINATE THE ROOM
Q & A SESSION
Jiayu, Weikeet, Dewang, Peixin, Jeraldine, Jacqueline
Customer Relationship Management ServicesTEAM A