HOSP 1410 Chp 4 PPT LL (1)

ppt

School

British Columbia Institute of Technology *

*We aren’t endorsed by this school

Course

2020

Subject

Information Systems

Date

Nov 24, 2024

Type

ppt

Pages

18

Uploaded by LieutenantMoose126

Report
4 Class Name Instructor Name Date, Semester Customer Service: A Practical Approach Sixth edition Elaine Harris Strategy for Formulating a Plan for Success Instructor: Linda Lie, BHM, PID
Remember… “Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution; it represents the wise choice of many alternatives.” ~Willa Foster
Strategic Planning: Strategy: A plan for positive action. Planning: Finding a recognizable direction to focus on. More specifically, planning is the establishment of specific customer service goals.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help
Importance of Infrastructure • Customer service depends on the existence of an appropriate infrastructure. • Made up of the networks of people, physical facilities, and information that support the production of customer service.
Culture: • Typical Workday hours • Industry lingo • Peer accountability • Employee ownership • Customer experience • Levels of certification • Extra company sponsored activities • Physical work environment Composed of the values, beliefs, and norms shared by a group of people.
Creating a Customer Friendly Culture Southwest Airlines: 1.Practice the Golden Rule 2.View internal customers as #1 3.Work hard, play hard
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help
High-touch customers: • Bank lobbies • Specialty stores • Hotel lobbies • Purchase of real estate • Lawyers and accountants • Prestige restaurants Require a high level of customer interaction.
Low-Touch customers: • Automatic teller machines • Express rental car checkout • Hotel bill viewing on television • Fast-food drive-up windows • Do-it-yourself copy shops • Online bill paying Expect a low level of customer interaction.
Low-Touch customers: • Express checkout • Pay-at-the-pump gasoline • Online account management • Downloading of music or ringtones Other examples?
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help
Group Activity In your project teams: • Read “Team Time” pg. 54 • Pick a specific airline, hotel and restaurant • Brainstorm and identify at least three new low-touch opportunities for each of their customers that they could incorporate • Why would these be great additions to their offerings?
Consumption behaviour: • What are customers buying? • Why did they buy it? • How did they pay? • Why did they call with a question? • What was their question? • How much did they buy? Refers to the customer’ s usage and payment patterns.
Consumption behaviour: • Have they bought from us before? • Why did they buy more today than they did in our last interaction? • When will they be installing/assembling the product? • What else have they bought recently?
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help
Market Segmentation: Dividing customers into groups with similar characteristics.
Sample Customer Service Segments • Types of service needed or desired • Similarities among your current customers • Peak hours of your business and the specific customers doing business at those times.
Sample Customer Service Segments • The amount of service desired • Creation of your own segments that are appropriate to your product or service
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help
Guidelines for Creating a Strategy • Segment your customers. • Identify the largest and most profitable customer groups. 80/20 rule. • Determine your customers’ expectations. • Develop a plan to achieve their expectations efficiently.
Guidelines for Creating a Strategy • Implement the plan. • Set an evaluation timeline. • Evaluate and continue to improve the strategy.
A Final Thought… My dreams are worthless, my plans are dust, my goals are impossible. All are of no value unless they are followed by action. I will act now. ~Og Mandino
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
  • Access to all documents
  • Unlimited textbook solutions
  • 24/7 expert homework help

Related Documents

Cybersecurity Issues Within Supply Chain.docx
Cyber OPS Lab1.docx
PRESENTATION.pptx
Terrorism.docx
gargshikha_902652_53810651_HW10 2850.05.pdf
Draft.docx
ITT 340 Topic 3 DQ2.docx
POOJITHA FINAL PROJECT.docx
List 3 examples for environmental sustainability that applies to physical assets and outline the env
817846.docx
Read and Respond to project 4.docx
Untitled document.edited - 2023-11-14T100606.176.docx