'Service recovery' diaporamas de présentation

Service Recovery & Service Guarantees

Service Recovery & Service Guarantees. Presented By- Anubhav Sohila. Customer Response Categories to Service Failures. Types of Complainers. Passive - least likely to take any action.

1.07k views • 42 slides

Marketing Services

Marketing Services. Winning with Quality. By Arun Kottolli. Service Industry. A guest at Holiday Inn Hotel You traveling on a plane A credit card customer calling to enquire his balance A fortune 10 company building a new IT system

455 views • 37 slides

CUSTOMER SATISFACTION Service Failure, Service Recovery, Service Guarantee

CUSTOMER SATISFACTION Service Failure, Service Recovery, Service Guarantee. Customer Satisfaction (CS). All customers want to be satisfied .

609 views • 36 slides

Exceptional Customer Service

586 views • 34 slides

Welcome

Welcome. Passion for Excellence Module I of III. Passion for Excellence Series. Module I: Identify service needs as told by our patients Describe the application of CVC guiding principles to our work Module II: Identify and practice skills that support the CVC guiding principles

465 views • 31 slides

Customer Service in the Ambulatory Setting

Customer Service in the Ambulatory Setting. David W. Mountjoy, MHA, FACHE Executive Director-Ambulatory Care University of Missouri Health Care. University of Missouri Health Care Clinic System. 51 Outpatient Clinics-Primary Care and Specialty Care 600,000 Clinic Visits Annually

588 views • 26 slides

Special Service Challenges - Chapter 10

349 views • 24 slides

The Culture of FANTASTIC CUSTOMER SERVICE

The Culture of FANTASTIC CUSTOMER SERVICE. Thomas N. Davidson, J.D. Some material is sourced from TRF customer service slides in the public domain. PLAY/ENJOY YOUR JOB. LOOKERS & RUNNERS. Work environments that put people in slots and are driven by excessive rules: Restricts creativity;

359 views • 23 slides

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual

Service Failures and Recovery in Tourism and Hospitality: A Practical Manual. Erdogan Koc. Chapter 9 The Influence of Other Customers in Service Failure and Recovery. Learning Objectives. Understand the influence of other customers in service encounters in tourism and hospitality.

719 views • 22 slides

Complaint-Recovery Process

Complaint-Recovery Process. Jason Paster The Pennsylvania State University. What will be covered today?. Improvements of the complaint-recovery process for your business Classifying customer complaints Responding to the customer The complaint-recovery process in action

754 views • 21 slides

CHAPTER 13 Complaint Handling and S ervice Recovery

CHAPTER 13 Complaint Handling and S ervice Recovery. Overview of Chapter 13. Customer Complaining Behavior Customer Responses to Effective Service Recovery Principles of Effective Service Recovery Systems Service Guarantees Jaycustomers. Customer Complaining Behavior.

617 views • 19 slides

Part 5

393 views • 17 slides

Customer Service in Advising

273 views • 16 slides

262 views • 16 slides

Chapter 11

Chapter 11. Regaining Customer Confidence Through Customer Service and Service Recovery. Objectives. To provide an overview of customer service To access customer service as a strategic function To explore how to develop a customer service culture

741 views • 15 slides

CHAPTER THIRTEEN

CHAPTER THIRTEEN. Service Recovery. L EARNING O BJECTIVES. Define a service breakdown Discuss causes of breakdowns Determine why customers leave Identify strategies to prevent customer dissatisfaction Implement frontline service recovery Spot roadblocks to service recovery.

217 views • 12 slides

Chapter 18 Managing Service and Manufacturing Operations

MGMT Chuck Williams. Chapter 18 Managing Service and Manufacturing Operations. Designed & Prepared by B-books, Ltd. Operations Management. Operations Management Managing the daily production of goods and services. Higher Productivity. Lower Costs. Lower Prices. Higher Standard of

495 views • 11 slides

Relationships and Building Loyalty

Relationships and Building Loyalty. Andrew Sikula Bus 550. Customer Loyalty and Profitability. Profit from increased purchases Profit from reduced operating costs Profit from referrals to other customers Profit from price premium. Customer Loyalty and Profitability.

299 views • 10 slides

Managing Operations

Managing Operations. Chapter 18 Meridith Soanes. Outline :. Service Operations Service-Profit Chain Service Recovery Manufacturing Operations Amount of Processing Flexibility of Operations. Service Operations:. America is a service economy -80% Labor and customer expectations

428 views • 10 slides

Presented by: Elaine Berke, Founder EBI Consulting, Inc. ebiconsult 800-932-2141

Management Tools for Excellent Customer Service. Presented by: Elaine Berke, Founder EBI Consulting, Inc. www.ebiconsult.com 800-932-2141.

162 views • 8 slides