MAJOR ASSIGNMENT 4YOUR ONGOING CASE

JANA | MICHAELA | THAÍS

OVERVIEWInternal and external customersBehaviors to engage customers

Listen to your customerPet Peeves of ILAC

TrendsLost Customers

ILAC Theme and Management

EXTERNAL CUSTOMERS

STUDENTS

TRAVEL AGENGIES

GUEST SPEAKERS

INTERNAL CUSTOMERS

COORDINATORS

TEACHER

SECRETARY

MANAGER/EMPLOYEES= ROLE MODELS

SMILE

CALL CUSTMOERSBY THEIR NAMES

SAY “PLEASE”. “THANK YOU”

“YOU’RE WELCOME”

COMPLIMENT FREELY ANDSINCERELYGENERATE SMALL TALK

5 BEHAVIORSTO ENGAGECUSTOMERS

LISTEN TO YOUR CUSTOMER

Focus on the conversation

Ask for clarification

Add a FAQ

Update information quickly(adress and guest speakers)

Link general site of ILACwith Service Excellence Program

PET

PEEV

ES Don’t get materialwe’re suppose to get

Constant changeof the evaluation

Bad Schedule Lack of infrastructurefor the assignments

Control of theair conditioner

What is ILAC doing?

aski

ngFEEDBACK

What ILAC should do:• Give answer of the

feedback• Have a studyroom and

longe, computer room

SMART BOARD

TREN

DSSTUDENT AREA IN WEBSITE

RECOVER POTENTIALLY LOST CUSTOMERS?

ILAC THEME

FRIENDLINESS

GOOD TEACHERS

RECOGNITION

MANAGERS SHOULDReceive more training in management.

Find out what employees enjoy and use it to motivate them

ANY QUESTIONS ?

THANK YOU