| Create a
positive last impression
Topic objectives
Create a positive last impression about your organization in the mind of our
customers
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Customer
care expectations
Customer evaluate service quality based upon five factors:
- Reliability-Deliver what was promised
- Responsiveness-willing to help
customer promptly
- Assurance-show knowledge, courtesy and
trust
- Empathy-caring
- Tangibles-physical facilities,
equipment, appearance, culture.
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The Perfect Approach
Polite
Efficiency
Respectful
Friendly
Enthusiastic
Cheerful
Tactful |
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Service Recovery
6 Steps to service recovery: |
 |
| |
6.Follow
up. |
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5.Implement
the best solution. |
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4.Explore
possible acceptable solutions. |
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3.Determine
the cause. |
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2.Understand the problem. |
| 1.Apologize. |
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