INDIVIDUAL PRESENTATIONINDIVIDUAL PRESENTATION

By – Sanmit Karandikar.By – Sanmit Karandikar.

Batch – H5.Batch – H5.

Frankfinn Institute of Airhostess Frankfinn Institute of Airhostess Training.Training.

Assessor – Mr. Rohan Miranda.Assessor – Mr. Rohan Miranda.

I take this humble opportunity to thank I take this humble opportunity to thank the Frankfinn Institute for giving me the Frankfinn Institute for giving me such a great exposure to the Service such a great exposure to the Service Industry.Industry.

I would also like to thank Mr. Rohan I would also like to thank Mr. Rohan Miranda for teaching us the highs and Miranda for teaching us the highs and lows of the Customer Service Industry lows of the Customer Service Industry and making us tackle any situation in and making us tackle any situation in our future life.our future life.

Who are Customers?Who are Customers?

The most important person in any business.The most important person in any business.

Is not dependent on us. We are dependent on them.Is not dependent on us. We are dependent on them.

Is not an interruption of our work, but the purpose of it.Is not an interruption of our work, but the purpose of it.

Is part of our business – not an outsider. Is part of our business – not an outsider.

Does us a favor when they come in.Does us a favor when they come in.

We aren’t doing them a favor by serving them.We aren’t doing them a favor by serving them.

A customer is not just money in the cash register. They are A customer is not just money in the cash register. They are

human beings with feelings and deserve to be treated with human beings with feelings and deserve to be treated with

respect.respect.

Is a person who comes to us with their needs and wants. It is our Is a person who comes to us with their needs and wants. It is our

job to fill them.job to fill them.

Facts about CustomersFacts about Customers

The Customer is the business’ biggest assetThe Customer is the business’ biggest asset

The Customer pays all our salaries wages and The Customer pays all our salaries wages and bonusesbonuses

The customer will go where he/she receives the The customer will go where he/she receives the best attentionbest attention

There is no profit, no growth, no jobs without the There is no profit, no growth, no jobs without the customercustomer

Hence, You must be your customers’ best Hence, You must be your customers’ best choice!choice!

A Challenge…A Challenge…

Please write a One Sentence Please write a One Sentence Definition ofDefinition of

CUSTOMER SERVICE.CUSTOMER SERVICE.

Any or all interactions which the customer has Any or all interactions which the customer has with your organization while conducting with your organization while conducting business.business.

It is the ability to provide a service or product in It is the ability to provide a service or product in the way it has been promised.the way it has been promised.

It is also about treating customers with respect, It is also about treating customers with respect, individuality, and personal attention.individuality, and personal attention.

Customer ServiceCustomer Service

Customer Service - GUESTCustomer Service - GUEST

G – Greet the customerG – Greet the customer

U – Understand customer needsU – Understand customer needs

E – Explain features and benefitsE – Explain features and benefits

S – Suggest additional itemsS – Suggest additional items

T – Thank the customerT – Thank the customer

Customer Service - Airline IndustryCustomer Service - Airline Industry

Customer service in the airline industry is Customer service in the airline industry is critical for the survival of air carriers critical for the survival of air carriers around the world.around the world.

Whether you're interested in airline sales Whether you're interested in airline sales personnel, airline attendents, or pilots, personnel, airline attendents, or pilots, you'll find information about airline you'll find information about airline customer service, and how to improve it customer service, and how to improve it here. here.

Good, Bad, & Excellent ServiceGood, Bad, & Excellent Service

Good Customer ServiceGood Customer Service

Good service is when the customer getsGood service is when the customer gets

treatment that meets his/her expectations.treatment that meets his/her expectations.

Customer Expectation

What Customer receives

Bad Customer ServiceBad Customer Service

Bad Service is when customer gets treatmentBad Service is when customer gets treatment

which is less than his/her expectations.which is less than his/her expectations.

Customer Expectation

What Customer receives

Excellent Customer ServiceExcellent Customer Service

When the customer gets a little more than When the customer gets a little more than whatwhat

he/she expected, Good Service becomes he/she expected, Good Service becomes Excellent ServiceExcellent Service

Customer Expectation

What Customer receives

+

Types of CustomersTypes of Customers

Internal CustomersInternal Customers

External CustomersExternal Customers

Internal CustomerInternal Customer

An individual or a group of people you An individual or a group of people you maymay

Interact / serve within the Interact / serve within the organizationorganization

Eg:Eg: IT, Cafeteria, Logistics, HR, IT, Cafeteria, Logistics, HR, Facilities, Housekeeping Facilities, Housekeeping

Internal Customers:Internal Customers:

Many people deal with customers WITHIN Many people deal with customers WITHIN their own companies.their own companies.

Internal customers are those people and Internal customers are those people and employees who might use your services employees who might use your services and products, who reside in the same and products, who reside in the same company.company.

For example the computer department, For example the computer department, and human resources department serve and human resources department serve internal needs. internal needs.

External CustomerExternal Customer

Someone who comes to your organizationSomeone who comes to your organization

for products or services – the end for products or services – the end customercustomer

These customers depend on the timelines,These customers depend on the timelines,

quality, and accuracy of your quality, and accuracy of your organization’sorganization’s

work.work.

External Customers:External Customers:

To my understanding, an external To my understanding, an external customer is the ordinary customers that customer is the ordinary customers that purchase the companies products.purchase the companies products.

It's a common idea in Marketing or It's a common idea in Marketing or Management, that it's important to value Management, that it's important to value or satisfy not only the external customer, or satisfy not only the external customer, but also the internal customer.but also the internal customer.

A successful company not only must sell A successful company not only must sell well, but also have good employees that well, but also have good employees that are willing to work their best for their are willing to work their best for their company. company.

My Experience…My Experience… Last week I gave a visit to a popular O hotel for a Last week I gave a visit to a popular O hotel for a

dinner.dinner. As a privileage, I have a membership of the hotel on As a privileage, I have a membership of the hotel on

which I get a discount on the food.which I get a discount on the food. The way they treat privileaged members is awesome.The way they treat privileaged members is awesome. You feel like you are the king.You feel like you are the king. They treat you like a VIP.They treat you like a VIP. When I went there, I was on the waiting list because of When I went there, I was on the waiting list because of

the Saturday night rush.the Saturday night rush. I asked for a pool-side table which I didn’t know was I asked for a pool-side table which I didn’t know was

asked by another customer before me.asked by another customer before me. As the table was cleared, he called me before the other As the table was cleared, he called me before the other

guy even if he was first on the waiting list.guy even if he was first on the waiting list. When he saw that, he was very angry towards the When he saw that, he was very angry towards the

attitude of the manager.attitude of the manager. In this case I was the internal customer because of my In this case I was the internal customer because of my

frequent visits to the hotel and the other guy was an frequent visits to the hotel and the other guy was an external customer, a complete stranger. external customer, a complete stranger.

The Six Basic Needs of CustomersThe Six Basic Needs of Customers

1. 1. FriendlinessFriendlinessFriendliness is the most basic of all customers needs, Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and usually associated with being greeted graciously and with warmth.with warmth.

We all want to be acknowledged and welcomed by We all want to be acknowledged and welcomed by someone who sincerely is glad to see us.someone who sincerely is glad to see us.

A customer shouldn’t feel they are an intrusion on the A customer shouldn’t feel they are an intrusion on the service provider’s work day! service provider’s work day!

2. 2. Understanding and empathyUnderstanding and empathyCustomers need to feel that the service person Customers need to feel that the service person understands and appreciates their circumstances and understands and appreciates their circumstances and feelings without criticism or judgment.feelings without criticism or judgment.

Customers have simple expectations that we who serve Customers have simple expectations that we who serve them can put ourselves in their shoes, understanding them can put ourselves in their shoes, understanding what it is they came to us for in the first place. what it is they came to us for in the first place.

3. 3. Fairness Fairness We all need to feel we are being treated fairly.We all need to feel we are being treated fairly.

Customers get very annoyed and defensive when Customers get very annoyed and defensive when they feel they are subject to any class distinctions.they feel they are subject to any class distinctions.

No one wants to be treated as if they fall into a No one wants to be treated as if they fall into a certain category, left wondering if “the grass is certain category, left wondering if “the grass is greener on the other side” and if they only greener on the other side” and if they only received second best. received second best.

4. 4. Control Control Control represents the customers’ need to feel Control represents the customers’ need to feel they have an impact on the way things turn out.they have an impact on the way things turn out.

Our ability to meet this need for them comes from Our ability to meet this need for them comes from our own willingness to say “yes” much more than our own willingness to say “yes” much more than we say “no.”we say “no.”

Customers don’t care about policies and rules; Customers don’t care about policies and rules; they want to deal with us in all our they want to deal with us in all our reasonableness. reasonableness.

5. 5. Options and alternativesOptions and alternativesCustomers need to feel that other avenues are Customers need to feel that other avenues are available to getting what they want accomplished.available to getting what they want accomplished.

They realize that they may be charting virgin territory, They realize that they may be charting virgin territory, and they depend on us to be “in the know” and provide and they depend on us to be “in the know” and provide them with the “inside scoop.”them with the “inside scoop.”

They get pretty upset when they feel they have spun They get pretty upset when they feel they have spun their wheels getting something done, and we knew all their wheels getting something done, and we knew all along a better way, but never made the suggestion. along a better way, but never made the suggestion.

6. 6. InformationInformation“Tell me, show me – everything!” Customers need to be “Tell me, show me – everything!” Customers need to be educated and informed about our products and educated and informed about our products and services, and they don’t want us leaving anything out!services, and they don’t want us leaving anything out!

They don’t want to waste precious time doing They don’t want to waste precious time doing homework on their own – they look to us to be their homework on their own – they look to us to be their walking, talking, information central. walking, talking, information central.

These basic need in my case was the need of a These basic need in my case was the need of a table for dinner.table for dinner.

We could see that the hotel manager preferred We could see that the hotel manager preferred to meet my needs before the other guy.to meet my needs before the other guy.

The manager could not meet the needs for the The manager could not meet the needs for the other guy even if he was an external customer.other guy even if he was an external customer.

He should have shown understanding, He should have shown understanding, friendliness, fairness, control, knowledge.friendliness, fairness, control, knowledge.

He could have come up with an alternative He could have come up with an alternative solution.solution.

When he knew that I was the second choice, he When he knew that I was the second choice, he should have acted accordingly and went as per should have acted accordingly and went as per the rules.the rules.

A customer is a customer whether internal or A customer is a customer whether internal or external. external.

The Bridge to Our CustomersThe Bridge to Our Customers

Customer Delight

CUSTOMER EXPECTATION

CUSTOMER SATISFACTION CUSTOMER SATISFACTION+

CUSTOMER DELIGHT

Co-relation between Customer Co-relation between Customer Perception & Service EvaluationPerception & Service Evaluation

Customer perception and service Customer perception and service evaluation both are co-related.evaluation both are co-related.

If then service provided by us is up to the If then service provided by us is up to the customer’s perception and expectations customer’s perception and expectations then that creates a happy customer that then that creates a happy customer that helps us in our organization’s growth.helps us in our organization’s growth.

In an organization we are not just selling In an organization we are not just selling our products we are in fact rendering our our products we are in fact rendering our service also. service also.

Customer service skillsCustomer service skills Attracting new customers costs more than Attracting new customers costs more than

retaining existing customers. retaining existing customers. Customer service costs real money.Customer service costs real money. Understand your customers’ needs and Understand your customers’ needs and

meet them.meet them. Good process and product design is important. Good process and product design is important. Customer service must be consistent. Customer service must be consistent. Open all communication channels. Open all communication channels. Every customer contact is a chance to shine. Every customer contact is a chance to shine. People expect good customer service People expect good customer service

everywhere.everywhere. Treat every customer equally.Treat every customer equally.

If I was in the place of the hotel manager…If I was in the place of the hotel manager…

I would ensure that I prepare a list of customers I would ensure that I prepare a list of customers in case of waiting.in case of waiting.

That would help me in arranging tables for the That would help me in arranging tables for the customers on numbering basis.customers on numbering basis.

If a reservation is done before hand, I would If a reservation is done before hand, I would place a ‘reserved’ plate on the desired table.place a ‘reserved’ plate on the desired table.

In case of a privileaged member, I would go In case of a privileaged member, I would go according the rules.according the rules.

Whether the customer is internal or external, I Whether the customer is internal or external, I would treat him as CUSTOMER.would treat him as CUSTOMER.

This shows my fairness to everybody If the This shows my fairness to everybody If the member is not in the mood of waiting, I would member is not in the mood of waiting, I would suggest some other good alternatives.suggest some other good alternatives.

If any problem occurs, I would give some If any problem occurs, I would give some discount so that the customer does not leave discount so that the customer does not leave with mere satisfaction but with great delight.with mere satisfaction but with great delight.

I would act according to the situation so that I I would act according to the situation so that I ensure that the customer comes again and ensure that the customer comes again and again.again.

I will always help my hotel in building the I will always help my hotel in building the business. business.

Conclusion and ReferenceConclusion and Reference In this assignment I was able to In this assignment I was able to

understand the co-relation between understand the co-relation between customer satisfaction & customer customer satisfaction & customer expectation & also the inter relation expectation & also the inter relation between customer perception and between customer perception and customer satisfaction.customer satisfaction.

I could also understand how feedbacks are I could also understand how feedbacks are important in the growth of our company.important in the growth of our company.

Self experience was used in this Self experience was used in this presentation and no other references.presentation and no other references.