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    Customer Satisfaction

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    Fidel Aldrin Zapata
    This document outlines elements of effective customer service. It discusses greeting customers, identifying their needs, delivering service, and handling queries and complaints using business tools and technology. It also covers non-verbal communication, cultural differences, interpersonal skills, customer and colleague needs, enterprise procedures, and threats to personal safety. Internal and external customers are defined. Examples of non-verbal communication and cultural/social differences are provided.

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    Customer Satisfaction

    Uploaded by

    Fidel Aldrin Zapata
    17 views14 pages
    This document outlines elements of effective customer service. It discusses greeting customers, identifying their needs, delivering service, and handling queries and complaints using business tools and technology. It also covers non-verbal communication, cultural differences, interpersonal skills, customer and colleague needs, enterprise procedures, and threats to personal safety. Internal and external customers are defined. Examples of non-verbal communication and cultural/social differences are provided.

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    How to develop customer communication, services and satisfaction.

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    This document outlines elements of effective customer service. It discusses greeting customers, identifying their needs, delivering service, and handling queries and complaints using business tools and technology. It also covers non-verbal communication, cultural differences, interpersonal skills, customer and colleague needs, enterprise procedures, and threats to personal safety. Internal and external customers are defined. Examples of non-verbal communication and cultural/social differences are provided.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    17 views14 pages

    Customer Satisfaction

    Uploaded by

    Fidel Aldrin Zapata
    This document outlines elements of effective customer service. It discusses greeting customers, identifying their needs, delivering service, and handling queries and complaints using business tools and technology. It also covers non-verbal communication, cultural differences, interpersonal skills, customer and colleague needs, enterprise procedures, and threats to personal safety. Internal and external customers are defined. Examples of non-verbal communication and cultural/social differences are provided.

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    © All Rights Reserved
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    Download as pptx, pdf, or txt
    of 14

    COOKERY NC2

    BY : “ TEAM LUYA “
    PROVIDE EFFECTIVE CUSTOMER SERVICE

    ELEMENTS
    1. Greet customer
    2. Identify needs of customers
    3. Deliver service to customer
    4. Handle queries through use
    of common business tools
    and technology
    5. Handle complaints/conflict
    situations, evaluation and
    recommendations
    PROVIDE EFFECTIVE CUSTOMER SERVICE

    VARIABLES
    1. Customer
    2. Non-verbal communication
    3. Cultural and social differences
    4. Interpersonal skills
    5. Customer and colleagues needs
    6. Enterprise procedure
    7. Business tools and technology
    8. Complaint
    9. Threats to personal safety
    INTERNAL EXTERNAL

    People within your organization People who pay for the goods
    who receive goods or services and services that a company
    from another part of your provides. They generally have no
    business other connection to the company
    ❖ Employees beyond their purchases
    ❖ Owners
    ❖ other types of ❖ person buys your products
    representatives(shareholder)

    CUSTOMER
    ▪ EXAMPLES
    🞭 Non-verbal communication
    ▪ body language means conveying information
    ▪ dress and accessories without using words.
    ▪ gestures and
    mannerisms
    🞭 This might involve using certain
    ▪ voice tonality and facial expressions or hand
    volume gestures to make a specific point,
    ▪ use of space or it could involve the use (or
    ▪ culturally specific non-use) of eye contact, physical
    communication customs proximity, and other nonverbal
    and practices cues to get a message across.

    NON-VERBAL COMMUNICATION
    CULTURAL AND SOCIAL DIFFERENCES
    CULTURAL SOCIAL
    Food culture is the collective Refers to how the quantity and
    habits, rituals, beliefs, values, quality of food varies according to a
    lifestyle, and practices around person's social status or position in
    producing, procuring, and in the social hierarchy.
    taking food. Social changes have a big effect on
    the food industry.
    ❖ Values ❖ Educational
    ❖ Attitudes ❖ Political
    ❖ Norms ❖ Familial
    ❖ Beliefs/ Religion ❖ economic factors
    INTERPERSONAL SKILLS

    Interpersonal skills involve how staff talk to each other,


    listen to, show respect and create bonding that positively
    boosts their work.

    Excellent communication skills are especially important


    in the hospitality industry because they can help to build
    rapport with guests, resolve conflicts, and create a
    positive overall guest experience.
     
    .CUSTOMER AND COLLEAGUES NEEDS

    ❖ disability
    ❖ special cultural or language needs
    ❖ unaccompanied children
    ❖ parents with young children
    ❖ pregnant women
    ❖ single women

    (Practicing Work Professionalism)


    ENTERPRISE PROCEDURE

    ❖modes of greeting and farewell


    ❖addressing the person by name
    ❖time-lapse before a response
    ❖style manual requirements
    ❖standard letters and format

    (Every establishments have its own standards)


    BUSINESS TOOLS AND TECHNOLOGY

    telephone
    fax machine
    computer equipment
    Internet
    email

    Should always be answered in a professional and


    humble way.
    COMPLAINT
    a statement that a situation is unsatisfactory or unacceptable.

    level of service
    product standards
    processes
    information given
    charges and fees

    Solution:
    Step 1: Dig deeper by asking the right questions.
    Step 2: Identify the type of customer you're dealing with.
    Step 3: Respond to the customer quickly.
    Step 4: Present a solution, and verify that the problem is solved
    Step 5: Log the complaint so you can track trends
    THREATS TO PERSONAL SAFETY

    ❖violent customers
    ❖drug and alcohol affected customers
    ❖customers fighting amongst themselves

    Inform superiors and keep away from the threat


    Call right away emergency number (police, etc)
    Members
    1. Shirley Anne De Leon
    2. Jamaican Arguelles
    3. Francois Tyrone Roldan

    TEAM LUYA
    THANK YOU

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