customer service presentation - presentation layout
TRANSCRIPT
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