Documentos de Académico
Documentos de Profesional
Documentos de Cultura
➫Intangibility
➫Inseparability
➫Heterogeneity
➫Perishability
➫Ownership
SE RVICE v/s
SE RVICES
➫Product
➫Price
➫Promotion
➫Place
➫People in Services
➫Physical Evidence in
Services
➫Process in Services
STE PS IN SK IL L L EA RNING
STAGE 1
UNCONSCIOUS INCOMPETENCE
STAGE 2
CONSCIOUS INCOMPETENCE
STAGE 3
UNCONSCIOUS COMPETENCE
STAGE 4
CONSCIOUS COMPETENCE
WHA T IS CUST OMER S ERV ICE ?
❚ People’s skills
❚ Product
❚ Presentation
❚ Process
SIX BASIC
CUSTO MER NE EDS
✔Friendliness
✔Understanding
✔Fairness
✔Control
✔Options & Alternatives
✔Information
BA D SER VI CE v/s GOOD SER VI CE
My Expectations
My Treatment This
=
When Is less Bad
Than Service
My
Treatment
My Expectations This
=
When exceeds Good
Service
GOOD SERVICE IS GIVING CUSTOMERS A LITTLE
MORE
HO W CUST OME RS D EVEL OP
EXPE CTA TION S ?
❁ Marketing communication
channels
❁ Word of mouth
❁ Previous experience with the
Organisation / Employee
❁ Previous experiences with
similar Organisations
EXCELLENT SE RVICE
Excellent Service =
❚ Enjoying
❚ Giving people little more than
they expect
☞The best service companies have a
passion for service excellence !
☞Providers of service excellence do it
with energy and enthusiasm !
☞Excellent service is a win/win/win
experience !
LEVELS OF
CU STO MER SERVI CE
IMPORTANCE OF COMPLAINTS
Delivery problems
Installation problems
Lack of information on product
use
Problems with enforcement of
warranties
Lack of knowledge of the sales
FEW ESS ENT IALS
❚ STATE OF MIND
❚ POSITIVE ATTITUDE
❚ ABILITY TO
MANAGE YOURSELF
❚ COMMUNICATION
SKILLS
❚ ENTHUSIASM
❚ SELF ESTEEM & ASSERTIVENESS
TRAN SAC TIONAL
ANA LYSIS
TA is a method of studying
communication
TA is very effective in analysing
audience psychology
DIFFEREN T EGO S TA TES
Ch ild Eg o St ate
C
TYPES OF TRAN SACTI ONS
❚ Parallel
❚ Crossed
❚ Ulterior
PARALLEL TRANSACTIONS
P P
A A
C C
CROSSED TRANSACTIONS
P P
A A
C C
ULTERIOR TRANSACTIONS
P P
A A
C C
SU PERI ORI TY CO MPLEX
I’M OKAY
YOU’RE NOT OKAY
INFERI ORI TY CO MPLEX
I’M NOT OKAY
YOU’RE OKAY
NEG ATI VE ATTI TU DE
I’M NOT OKAY
YOU’RE NOT OKAY
PO SIT IVE ATTI TUDE
I’M OKAY
YOU’RE OKAY
A POS IT IV E A TTIT UD E
MA KES A D IF FEREN CE
ENVIRONMENT
Home, School, Work,
Television, Newspapers,
Magazines, Books, Cultural &
Religious background,
Traditions & Beliefs, Social
environment.
EXPERIENCES
Our behavior changes
according to our experiences
with people and events in our
life.
EDUCATION
CO MM UNICATIO N SK ILLS
❚ Rate of
speech
❚ Volume
❚ Modulation
❚ Pronunciation
NON-VERBAL
CO MM UNICATIO N
❚ Postures
❚ Gestures
❚ Movements
❚ Eye Contact
ACT IV E LIS TE NING
•Quiten your own mind
•Control the environment
•Use positive nonverbal
signals
•Use positive verbal signals
•Use pauses
•Summarize
•Avoid unhelpful behaviors
•Listen carefully to what is
being said
SE LF- ES TE EM
Self-esteem is the way we feel
about ourselves.
WHAT IS
ASSERTIVENESS?
INITION:
ne transport - intense emotion which leads
oyous action
thusiasm liberates
thusiasm provides energy
thusiasm is contagious
thusiasm is a skill and not a GIFT
LOOK GOOD
•90% of us make
decisions about
others in a few
minutes.
•Over 50% of our
personal impact is
through our
appearance, our
body language and
facial expressions.
MA NAGING YOURSELF
Do not return anger for anger
Avoid fuelling the anger
Keep control of the situation
Be quiet and listen
Don’t make excuses
Recognise the customer’s feelings
Probe
Solve problem
Soothe problem
Apologise whenever required
YOU ARE A WINNER
•YOU ARE
PROGRAMMED BY
GOD & NATURE TO
BE SOMEONE
PERCEIVED VALUE
=
SERVICES x SERVICE
---------------------------
----
PRICE
SE RVICE VI SION
IT’S COMFORTABLE
IT’S MAGICAL
IT’S MY STORE
YO U A RE ON S TA GE
When you’re serving a customer,
you’re on stage