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If you woke up this morning with more health than illness, you are more blessed than the million who won't survive the week
If you have never experienced the danger of battle, the loneliness of imprisonment, the agony of torture or the pangs of starvation, you are ahead of 20 million people around the world
If you attend a church meeting without fear of harassment, arrest, torture, or death, you are more blessed than almost three billion people in the world.
If you have food in your refrigerator, clothes on your back, a roof over your head and a place to sleep, you are richer than 75% of this world.
If you have money in the bank, in your wallet, and spare change in a dish someplace, you are among the top 8% of the world's wealthy.
If your parents are still married and alive, you are very rare
If you hold up your head with a smile on your face and are truly thankful, you are blessed because the majority can, but most do not ...
If you can hold someone's hand, hug them or even touch them on the shoulder, you are blessed because you can offer God's healing touch.
If you can read this message, you are more blessed than over two billion people in the world that cannot read anything at all.
OBJECTIVES:
To understand the meaning of customer relations; To appreciate the meaning of: customer, service
CUSTOMER MAPPING
you
Activity - Mapping
THE CUSTOMERS
Anyone internal or external to the organization for
one can think of a service that is provided for that person by the organization
your action
THE CUSTOMER
The customer is our friend
are people too with feelings and emotions Treat them the way we treat our family members and peers The customer is not an interruption in our work.
We
They
are here for them and not the other way around Let us not have them wait for us but rather we wait for them
THE CUSTOMERS
The customer is the source of
our income
They
are the bread and butter of our business. They are our employers. We exist and expand because of them.
What do the Customers say and do that drive the Service Provider Toxic
What do the Service Providers say and do that drive the Customer Toxic
Cycle of Service
Operator answers the phone Caller Requests For a local number
Waits to be connected
Caller Hangs up
There is a story about four people Named Everybody, Somebody, Anybody and Nobody
There was an important job to be done and Everybody was asked to do it.
Everybody was sure Somebody will do it. Anybody could have done it, But Nobody did it. Somebody got angry about that because
It was Everybodys job.
Everybody thought
Anybody could do it. But Nobody Realized that Everybody wouldnt do it.
It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done
Customer Relations
Is the interactive process between the customer and the service provider; the purpose of which is to determine and satisfy customer needs and expectations and to generate or maintain goodwill
COMPETITIVE EDGE 3. FRIENDLINESS Now youre setting yourself apart from the competition and approaching WOW. Few people can deliver friendly service on a consistent basis- but customer will seek it out and eagerly pay for it. 4. WOW The complete visit where everything comes together. Every guest leaves the establishment thinking Wow this is great!
Service Philosophy
Do it right the first time Do it fast Serve to satisfy the customer Share relevant and complete facts Satisfy requirements of employees in the next
2 3
4
4 Condescension
5 Robotic behaviour 6 Inflexibility 7 Run-around
How often do you take extra effort in order to satisfy your customer? Do you leave your customer alone as he goes through the process of service?
3 Ps
Accept your feelings, yourself, filters and
facades Name and claim your strength* Listen to, and describe, feelings Suspend judgment and evaluations Manage anger and emotional energy Learn and take risks safely
control Respond only to positive surface content Report (not express) the feeling and stop talking Handle hidden feelings or emotional load (Drop it - in a box or trashcan) Use a close-off statement or action
Saying NO to customers
Clarify customer situation
cannot be granted Apologize for the inconvenience Offer possible alternatives/options Take charge and follow through
Take HEART
H Hear them out. E Empathize A - Apologize for the inconvenience R Respond appropriately T Thank the customer for the feedback and for bearing with the situation
Code of conduct and ethical standards for public officials and employees
Interpretation
Public officials and employees shall at all times be accountable to the people and shall discharge their duties with utmost responsibility, integrity, competence and loyalty, act with patriotism and justice, lead modest lives and uphold public interest over personal interest.
Provide
socio economic conditions prevailing in the country, especially in the depressed rural and urban areas
Manage your life, manage your stress, be kind to yourself and be a blessing to others.. and you will live happier, longer, and look young FOREVER!
3 Ps of Service
Palpak
Poor
Pwede Na Pulido
Passable Perfect
3 Ls of the Customer
Lulusot
Lalagay Lalakad
STEP1
Say THANK YOU Shows that we value what the customer is telling us
STEP 2
Explain why you appreciate the complaint Explain your comment to make him feel better
STEP 3
Apologize for the mistake Let the customer know that you are truly sorry for the error
STEP 4
Promise to do something about the problem immediately
Assure the customer Take full responsibility for the
complaint
STEP 5
Ask for necessary information Find out what the complaint is You may write it down & relate back to the customer for clarifications Find out what the customer wants you to do about the complaint Tell the customer what you can & cannot do
STEP 5
Reality check: TRUE or FALSE?
STEP 5
Inform politely why request can not
STEP 6
Correct the mistake promptly
STEP 7
Check customer satisfaction
Follow up & get feedbacks
STEP 8
Prevent future mistakes Institute specific strategies to prevent recurrence in the future
In the beginning, the Pencil Maker spoke to the pencil saying, "There are five things you need to know before I send you out into the world. Always remember them and you will become the best pencil you can be."
You will be able to do many great things, but only if you allow yourself to be held in Someone's hand.
You will experience a painful sharpening from time to time, but this is required if you are to become a better pencil.
You have the ability to correct any mistakes you might make.
No matter what the condition, you must continue to write. You must always leave a clear, legible mark no matter how difficult the situation.
The pencil understood, promising to remember, and went into the box fully understanding its Maker's purpose.
Now replacing the place of the pencil with you; always remember them and never forget, and you will become the best person you can be.
You will be able to do many great things, but only if you allow yourself to be held in God's hand. And allow other human beings to access you for the many gifts you possess.
You will be able to correct mistakes you might make or grow through them.
The most important part of you will always be what's on the inside.
On every surface you walk, you must leave your mark. No matter what the situation, you must continue to serve God in everything.
Everyone is like a pencil... created by the Maker for a unique and special purpose.
By understanding and remembering, let us proceed with our life on this earth having a meaningful purpose in our heart and a relationship with God daily.
If you want one year of prosperity grow grain If you want 10 years of prosperity grow trees If you want 100 years of prosperity grow people