Angel

UP YOUR SERVICE
Angelin Marhavyna
Up your Service on
Customer
 By doing Impeccable Service -> Delighted Customer
 By doing Unbelievable Service -> Loyal & Commited
Customer
 By having Leading-edge Service -> Earns positive
reputation to our organization
 Then it will enthuses people to makes them glad to be
working with us
What’s the benefit from Loyal Customer ?
 They will come back to buy more often from you

 They will recommend you to others
 They will tend to be more understanding & forgiving when
things go wrong in service
 They will give feedback to improve us
2
The Ladder of Customer Loyalty
The Ambassador Which actively promotes you
The Advocate Who will tell others about you
The Loyal Customer Who wants to do business with you
The Acquaintance Who has heard a bit about you
The Stranger Which doesn’t know you 3

4
Action Steps to UP Your Service!
1.Run a Contest
2.Invite several of your Best Customer to a staff meeting
3. Choose 4-5 Complaint Letters which have received in the past

year
4. Visit three companies which known has high levels of service

5
Six
Characteristics
of Service
Mindset
Abundant Generosity
Showing customer that you are more keen to follow
your heart than follow the rules. It’s the way, when
you have a genuine desire to give others more then
they expected.
Genuine Compassion
Compassionate folks know that customers and
colleagus are basically good people
The ‘can-do’ Spirit

Have a positive outlook in life and work which
approach difficulties with enthusiasm, challenges
with interest and commitment. Therefore, customer
will be trusted with your promises and word
6
Six
Characteristics
of Service
Mindset Eagerness to Learn and Grow
Be a person who have an insatiable appetite to
improve their skills. Take every opportunity to
upgrade your professional knowledge.
Take Personal Responbility

Personal responbility is a responsible thing to do which is
admit you to resolved the problem. Don’t look for an
excuse, do what you can do to fix it.
See the world from your

Customer Point of View
Realize the world that you see is not the world of your
cutomers to see. Remember, customers have different
concerns, preferences, backgrounds and priorites.
Understand what theirs want and need right now. It takes
an effort to see the world from their perspective
7
TOOLSET to UP Your Service
Excellent products & services
Efficient delivery system
Competent or Well-Trained People
Excellent products & services
Customer information database
Comprehensive feedback system
A system for continuous improvement
Effective organizational Structure
8
Philosophy of
Service
• Every service should have a vision, mission and
core values
• The service vision must be mature as the
organization grow
• Example :
~ Prudential Assurances’s Vission ~
1. To be the best life insurer, exceeding our

customer’s expectation with quality people,
excellent products and legendary service
2. To be Asia’s Number One in providing financial
solutions
#1 Customer Focus
#1 In Creating Shareholder value
#1 In Attracting the best people 9

Standards in UP
Your Service
Create an excellent
product & services
Have terrific delivery

system
Keep the great staff

with a winning service
mindset
Build long-term
customer relationship
“If your service want to succeed & grow, you must to
achieve high standards in your service” 10
Level of Service
Basic Expected Desired Unbelieveable
• Is a very minimum service • Is only the average of service • Is what people hope for • Is truly world class in service
• Ex: • Ex: • Ex: • Ex:
A taxi driver who has a smelly The taxi driver who knows the The company’s website has The company provides an on-
car and gets lost on the way of address but makes no effort to up-to-date information to help going value-added service to
customer destination. Then, he welcome the customer in the town. customer get the maximum understand your changing
doesn’t make a conversation, He just accompany the customer value when they purchase needs and provide you with
apology and no effort to help into the address then he just leave what their buy of our products exceptionally products
customer with their baggage it, without saying anything.
11
Types of Interaction
One-Shot Deals Transaction satisfication
• Interaction which only lives temporary and shallow, • Transaction which build in several times and
fleeting each other, short-lived and over in an instant involved many participations, decision and moments
• What you see is what you get. of truth.
• There is only 2 choice in life : take it or leave it? • Ex:
• Ex:
When you purchase a clothing at a retail store, you
Buy equipment on sale at an inventory clearance notice the décor, fashions, color, price and helpfulness
sale. Then, the terms are strictly “Cash & Carry. All of the staff.
sales are final”
12
Types of Interaction
Reliable relationship Powerful Partnership
• A long-term relationship which having track record • It is not only a continue relationship, but in this
data of the customers. It will build the trust and interaction, both parties obtain greater value over
mutual affection each other over time. time
• Ex:
• Ex:
Order newspaper delivery from a reliable vendor.
Chips mastercard in ATM
The paper will be on the customer doorstep at the
same time every morning regardless of the weather.
13
Four Stages to Improve Your
Service :
1.Explore : Understand Each Other
2.Agree : Establish clear terms & conditions to make mutual promises that
can keep each other
3.Deliver : Do what you promised to do
4.Assure : The stage of confirm satisfication 14

Service Cycle
Explore Customer Satisfication

Product Key employee
Agree & Deliver

Service Provider - Client
15
THANK YOU!
Service will be flourished, if the people is
nourish, encourage ideas, reward what
work, inspire new learning and celebrate
success. Cheer Up 
~ When you stop learning, you stop growing ~

Angel

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UP YOUR SERVICE

What’s the benefit from Loyal Customer ?

 They will come back to buy more often from you

The Advocate Who will tell others about you

The Loyal Customer Who wants to do business with you

The Acquaintance Who has heard a bit about you

The Stranger Which doesn’t know you 3

2.Invite several of your Best Customer to a staff meeting

3. Choose 4-5 Complaint Letters which have received in the past

4. Visit three companies which known has high levels of service

The ‘can-do’ Spirit

Take Personal Responbility

See the world from your

Excellent products & services

Efficient delivery system

Competent or Well-Trained People

Excellent products & services

Customer information database

Comprehensive feedback system

A system for continuous improvement

Effective organizational Structure

• The service vision must be mature as the

1. To be the best life insurer, exceeding our

2. To be Asia’s Number One in providing financial

#1 In Creating Shareholder value

#1 In Attracting the best people 9

Have terrific delivery

Keep the great staff

Basic Expected Desired Unbelieveable

One-Shot Deals Transaction satisfication

Reliable relationship Powerful Partnership

1.Explore : Understand Each Other

can keep each other

3.Deliver : Do what you promised to do

4.Assure : The stage of confirm satisfication 14

Explore Customer Satisfication

Agree & Deliver

~ When you stop learning, you stop growing ~

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