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Safety & Security in
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What Do Consultants Do?
Defining Service
Seeing Things from the Customer's
Perspective
Job Descriptions: Dead
Wood or Living Tools?
The Learning Organization
Demystifying Training Design
New Employee Orientation
Understanding Employee
Drives
and Motivations
Beyond Training: Training
and
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Cross-Training as a Motivator
How can I motivate my
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Managers
& Supervisors
Expected to Create a
Motivated Team
Think Strawberries
A lesson in creative management,
employee training and sales!
"IF" by Rudyard
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Networking on the Net
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Defining Service
is an in-depth analysis of Customer Service
Copyright © 1997 Claire
Belilos
CHIC Hospitality Consulting Services
http://www.easytraining.com/service.htm
Terms: For reading only. Not to
be sold, reprinted,re-written, distributed, re-broadcast,
uploaded,
or used to conduct training by others without written agreement
Before we go
to the outside world to advertise our product and service, we should
do some introspection and decide exactly what it is we have to offer.
Today, there is much stress on quality service ... but what exactly do we mean by "service"?
The term
service evokes different interpretations and connotations, depending
on the user - Is it the way a company or a clerk answers your questions?
- Is it the way the product is delivered? Is it the way a company
stands by its guarantees and warranties? Is it the way a complaint
is registered and resolved? Is it the way the product can be used?
Is it the behaviour and attitude of the employees? What exactly is service? Before we promise to the customer
something that is subject to so many interpretations, maybe we should
clarify this term to ourselves.
We can
begin by sub-dividing the service concept into four main categories:
In order
to win and maintain customers, we must know exactly what we are
selling and what we can promise. We cannot materialize our market
positioning without thoroughly analyzing and preparing our specific
class of product and service. We should not make promises unless
we are well organized to realize them. Today's customer is a more
discerning and demanding customer : What we offer the customer is what the customer
expects.
The
customer expects the product to:
The
product should be backed by the following quality and service
attributes. The customer expects the product to be:
Customers
regard employees as our product, from whom they expect the following
qualifications:
The
intangible service is as important to the customer as the product
itself. It is experienced the moment it is delivered - before,
during, or after a sale. It cannot be recalled. It is the most
difficult to define, but for practical purposes we can categorize
it as follows:
Copyright
© 1997 - Claire
Belilos
Contact: http://www.easytraining.com/contact.htm
CHIC Hospitality
Consulting Services
#2007-1011 Beach Avenue, Vancouver, B.C.
V6E 1T8, Canada
Tel: (604) 685-8449/ 687-8442 PST
This article is not to
be uploaded, sold or distributed in any form or manner without the
author's written permission
If you need to set up an effective Customer Service
Training environment in your organization, contact Claire
Read our Terms and Conditions
Claire
Belilos, CHIC Hospitality Consulting Services, Home Page: http://www.easytraining.com, specializes in Hospitality,
human resources strategies, organizational training and development,
Customer Service and problem-solving. She offers "on site",
online and distance consulting and coaching. She creates job,
training and evaluation tools, and custom-tailored solutions to
people management problems. List yourself to be advised of
the new location of our Customer Service Viewpoints forum at http://www.easytraining.com/csforumlisting.htm
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While you are here you may enjoy reading the famous
speech of Mr. James Lavenson, previous President and Chief Executive
Officer of the famous Plaza Hotel in New York City, in which he
demonstrates how creative management and a comprehensive approach,
major parts of which are employee training and internal communications,
can achieve (even
exceed) marketing
goals while creating a team of motivated employees and happy Customers.
 
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