Customer Care

Customer Care

Our Mission

We are in the business of satisfying the customer’s need to know…

.

Perceptionof

ServicePerceived

Service

Dimensions of Service Quality

TangiblesReliabilityResponsiveness CompetenceCourtesyCredibilitySecurityAccessCommunicationUnderstanding Empathy

ExpectedService

Marketing

Personal

Needs

Past Experience

Word of Mouth

Service Quality

Bridging Perceptual

Gaps

Aoccdrnig to rscheearch at Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.

Bridging Perceptual Gaps

•Be clear about intentions

•Be certain actions match intentions

Check for understanding

Bridging Perceptual Gaps

•listen carefully beyond biases

•consider the intentions of the sender

•do not make assumptions

Check for understanding

Here’s what I heard you say. Is that correct?

Things we want to get right

Body language

Focus

Active listening

Be Responsive

2. excellence of manners or social conduct; polite behavior.

1. a courteous, respectful, or considerate act or expression.

Cour.te.sy [kur-tuh-see]

Be courteous

They have to know we care

Look through your customer's eyes. Are you the solution provider or part of the problem? Marlene Blaszczyk

Successful Telephone Practices

Eagle BranchLibrary.

Syaron speaking.How may I help

you?

Yes, I need information

aboutJapanese

animation.

Successful Telephone Practices

I’m sorry.I don’t have that

informationhere.

Successful Telephone Practices

Would you like me to connect you with that department?

Yes,please!

Successful Telephone Practices

Successful Telephone Practices

Central Library.History Dept.This is Anju speaking.

How may I help you?

Successful Telephone Practices

I have a transferfor you.

Bye!

Successful Telephone Practices

Central Library.History Dept.This is Anju speaking.

How may I help you?

I amwaiting for my

information!

Successful Telephone Practices

? ! ? Huh?

How do we prevent this?

“A man without a smiling face must not open a shop.”