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PROVIDING QUALITY SERVICE Teri Ridler Hands On Leadership.

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Presentation on theme: "PROVIDING QUALITY SERVICE Teri Ridler Hands On Leadership."— Presentation transcript:

1 PROVIDING QUALITY SERVICE Teri Ridler Hands On Leadership

2 The Customer Wheel  Know Your Products  Know Your Customer  What are Your Customers’ Expectations about Your Products

3 Your Products  Tangible Item  Intangible Service  Perception = 100% Reality Ripple Effect: 1 person tells 10 people about your product – those 10 people tell 6 people each – 60 people have now formed an opinion about your company’s product!

4 Brand Expectations: Advertisements (words) Media (pictures) Word of Mouth (experiences) Price (perceived value)

5 The Customer  Internal Customers: Inside your Company  External Customers: Outside your Company  What are their Expectations? People who’s expectations are not met, will tell 9 – 10 people! Misery loves company!

6 Influences: Demographic background Education Financial Status Family Size Past Experiences Other?

7 Expectations  Courteous Staff  Correct Information  Concern for the Individual

8 Quality Service Acknowledge Adapt Assist

9 Acknowledge  Greet and Smile  Don’t take “People” out of the “Product”

10 Adapt  How can you turn an S.O.D. (source of distress) in to a S.O.S. (source of satisfaction)?

11 Assist Fix problems promptly Don’t “blame”, “explain” Service is the one thing that places you above your competitors!

12 Remember:  The most important part of quality service is not only knowing what to do…but actually doing it!


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