2. INDIVIDUAL PRESENTATION
- Frankfinn Institute of Airhostess Training.
- Assessor Mr. Rohan Miranda.
3.
- I take this humble opportunity to thank the Frankfinn Institute
for giving me such a great exposure to the Service Industry.
- I would also like to thank Mr. Rohan Miranda for teaching us
the highs and lows of the Customer Service Industry and making us
tackle any situation in our future life.
ACKNOWLEDGEMENT 4. P 5. Who are Customers?
-
- The most important person in any business.
-
- Is not dependent on us.We are dependent on them.
-
- Is not an interruption of our work, but the purpose of it.
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- Is part of our business not an outsider.
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- Does us a favor when they come in.
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- We arent doing them a favor by serving them.
-
- A customer is not just money in the cash register. They are
human beings with feelings and deserve to be treated with
respect.
-
- Is a person who comes to us with their needs and wants. It is
our job to fill them.
6. Facts about Customers
- The Customer is the business biggest asset
- The Customer pays all our salaries wages and bonuses
- The customer will go where he/she receives the best
attention
- There is no profit, no growth, no jobs without the
customer
- Hence, You must be your customers best choice!
7. 8. A Challenge
- Please write a One Sentence Definition of
9.
- Any or all interactions which the customer has with your
organization while conducting business.
- It is the ability to provide a service or product in the way it
has been promised.
- It is also about treating customers with respect,
individuality, and personal attention.
Customer Service 10. Customer Service - GUEST
- U Understand customer needs
- E Explain features and benefits
- S Suggest additional items
11. Customer Service - Airline Industry
- Customer service in the airline industry is critical for the
survival of air carriers around the world.
- Whether you're interested in airline sales personnel, airline
attendents, or pilots, you'll find information about airline
customer service, and how to improve it here.
12. Good, Bad, & Excellent Service 13. Good Customer
Service
- Good service is when the customer gets
- treatment that meets his/her expectations.
CustomerExpectation What Customer receives 14. Bad Customer
Service
- Bad Service is when customer gets treatment
- which is less than his/her expectations.
CustomerExpectation What Customer receives 15. Excellent
Customer Service
- When the customer gets a little more than what
- he/she expected, Good Service becomes Excellent Service
CustomerExpectation What Customer receives + 16. Types of
Customers
17. Internal Customer
- An individual or a group of people you may
- Interact / serve within the organization
- Eg: IT, Cafeteria, Logistics, HR,Facilities, Housekeeping
18.
- Many people deal with customers WITHIN their own
companies.
- Internal customers are those people and employees who might use
your services and products, who reside in the same company.
- For example the computer department, and human resources
department serve internal needs.
19. External Customer
- Someone who comes to your organization
- for products or services the end customer
- These customers depend on the timelines,
- quality, and accuracy of your organizations
20.
- To my understanding, an external customer is the ordinary
customers that purchase the companies products.
- It's a common idea in Marketing or Management, that it's
important to value or satisfy not only the external customer, but
also the internal customer.
- A successful company not only must sell well, but also have
good employees that are willing to work their best for their
company.
21. My Experience
- Last week I gave a visit to a popular O hotel for a
dinner.
- As a privileage, I have a membership of the hotel on which I
get a discount on the food.
- The way they treat privileaged members is awesome.
- You feel like you are the king.
- They treat you like a VIP.
- When I went there, I was on the waiting list because of the
Saturday night rush.
- I asked for a pool-side table which I didnt know was asked by
another customer before me.
- As the table was cleared, he called me before the other guy
even if he was first on the waiting list.
- When he saw that, he was very angry towards the attitude of the
manager.
- In this case I was the internal customer because of my frequent
visits to the hotel and the other guy was an external customer, a
complete stranger.
22. M1 / M3 23. The Six Basic Needs of Customers
- 1.Friendliness Friendliness is the most basic of all customers
needs, usually associated with being greeted graciously and with
warmth.
- We all want to be acknowledged and welcomed by someone who
sincerely is glad to see us.
- A customer shouldnt feel they are an intrusion on the service
providers work day!
- 2.Understanding and empathy Customers need to feel that the
service person understands and appreciates their circumstances and
feelings without criticism or judgment.
- Customers have simple expectations that we who serve them can
put ourselves in their shoes, understanding what it is they came to
us for in the first place.
24.
- 3.FairnessWe all need to feel we are being treated fairly.
- Customers get very annoyed and defensive when they feel they
are subject to any class distinctions.
- No one wants to be treated as if they fall into a certain
category, left wondering if the grass is greener on the other side
and if they only received second best.
- 4.ControlControl represents the customers need to feel they
have an impact on the way things turn out.
- Our ability to meet this need for them comes from our own
willingness to say yes much more than we say no.
- Customers dont care about policies and rules; they want to deal
with us in all our reasonableness.
25.
- 5.Options and alternatives Customers need to feel that other
avenues are available to getting what they want accomplished.
- They realize that they may be charting virgin territory, and
they depend on us to be in the know and provide them with the
inside scoop.
- They get pretty upset when they feel they have spun their
wheels getting something done, and we knew all along a better way,
but never made the suggestion.
- 6.Information Tell me, show me everything! Customers need to be
educated and informed about our products and services, and they
dont want us leaving anything out!
- They dont want to waste precious time doing homework on their
own they look to us to be their walking, talking, information
central.
26.
- These basic need in my case was the need of a table for
dinner.
- We could see that the hotel manager preferred to meet my needs
before the other guy.
- The manager could not meet the needs for the other guy even if
he was an external customer.
- He should have shown understanding, friendliness, fairness,
control, knowledge.
- He could have come up with an alternative solution.
- When he knew that I was the second choice, he should have acted
accordingly and went as per the rules.
- A customer is a customer whether internal or external.
27. M2 / M3 28. 29. The Bridge to Our Customers Customer Delight
30. CUSTOMER EXPECTATION CUSTOMER SATISFACTION CUSTOMER
SATISFACTION+ CUSTOMER DELIGHT 31. Co-relation between Customer
Perception & Service Evaluation
- Customer perception and service evaluation both are
co-related.
- If then service provided by us is up to the customers
perception and expectations then that creates a happy customer that
helps us in our organizations growth.
- In an organization we are not just selling our products we are
in fact rendering our service also.
32. D1 33. Customer service skills
- Attracting new customers costs more than retaining existing
customers.
- Customer service costs real money.
- Understand your customers needs and meet them.
- Good process and product design is important.
- Customer service must be consistent.
- Open all communication channels.
- Every customer contact is a chance to shine.
- People expect good customer service everywhere.
- Treat every customer equally.
34. D2 / D3 35. If I was in the place of the hotel manager
- I would ensure that I prepare a list of customers in case of
waiting.
- That would help me in arranging tables for the customers on
numbering basis.
- If a reservation is done before hand, I would place a reserved
plate on the desired table.
- In case of a privileaged member, I would go according the
rules.
36.
- Whether the customer is internal or external, I would treat him
as CUSTOMER.
- This shows my fairness to everybody If the member is not in the
mood of waiting, I would suggest some other good alternatives.
- If any problem occurs, I would give some discount so that the
customer does not leave with mere satisfaction but with great
delight.
- I would act according to the situation so that I ensure that
the customer comes again and again.
- I will always help my hotel in building the business.
37. Conclusion and Reference
- In this assignment I was able to understand the co-relation
between customer satisfaction & customer expectation & also
the inter relation between customer perception and customer
satisfaction.
- I could also understand how feedbacks are important in the
growth of our company.
- Self experience was used in this presentation and no other
references.
38. THANK YOU