STAFF MANUAL APC Certificate 3 assessment 2 term customer service
- 최초 등록일
- 2013.07.18
- 최종 저작일
- 2012.10
- 11페이지/
MS 워드
- 가격 1,000원
![할인쿠폰받기](/images/v4/document/ico_det_coupon.gif)
목차
1. HOW TO PROVIDING CUSTOMER SERVICE (Providing customer service)
2. Dealing with customer complaints, including processing the complaint and follow up procedures
3. Legislation affecting customer service for that hospitality Industry
4. The manual must include appropriate forms to be used recording cus – tomer complaints.
5. The policies and procedures must also include responsibilities of the staff members.
6. Reference List
본문내용
A. HOW TO PROVIDING CUSTOMER SERVICE (Providing customer service)
Knowing about the products and services that your organization offers.
Giving the customer your full attention
Being helpful
Showing good feeling with the customer
Resolving problems and fixing mistakes quickly
Always focus ongood service before anything else
Give the best experience possible and Use the customer as a marketing vehicle”
Always improve on your service
Measure their satisfaction and engagement
Differentiate your brand from competition
Understand that customer satisfaction is based on loyalty, identity, values, and relationships.
Special interactions keep customers coming back
Solve problems quickly and turn complainers into advocates
Tell the customer the truth, and love what you do
Listen to customers ; take appropriate action; keep it simple
Leaderships should stay involved in the business, and respect employees and customers.
Always smile, Always be friendly to the customer.
참고 자료
http://artsaudiences.ie/wp-content/uploads/2010/10/Customer-Service-Manual22.pdf
http://www.mainecareercenter.com/docs/CC_Complaint_Manual_0111.pdf
http://www.fda.gov/medicaldevices/deviceregulationandguidance/postmarketrequirements/qualitysystemsregulations/medicaldevicequalitysystemsmanual/ucm122686.htm