顾客服务英文PPT课件

1、What is the customer service? Jamier L. Scott第1页/共20页Why is customer services important?85 percent of consumers in a survey say they spend more at retailers that provide good service, and 82 percent say they are likely to recommend those retailers to their friends and families. l keeps customers ret

2、urningl generates positive word-of-mouth communicationl attracts new customers 第2页/共20页What are elements of customer service? Rapport Bulding Good Interpersonal Skills Effective Listening Skills Telephone Courtesy Handing Angry Customers Complaint managing第3页/共20页How a costomer assess the quality of

3、 service？第4页/共20页 SERVQUAL table is put forward by three American professors: A.Parasuraman, Valarie A. Zeithaml and Leonard L. Berry（PZB）. 第5页/共20页 SERVQUAL 量表service qualityTangibility 有形性Reliability 可靠性Responsiveness 响应性Assurance (trust)保证性 Empathy 移情性第6页/共20页 Tangibility有形性 (以实体代表服务) appearance

4、of service place and the image of the service personnel . Reliability可靠性(传递承诺) Ability to perform promised service in a reliable way. accuracy of billing, meeting promised delivery dates. Responsiveness响应性(乐意帮忙): willing to help customers and provide rapid service. 第7页/共20页 Assurance (trust)保证性(激发信任

5、与信心): , The ability that Service personnels knowledge, ability, and manners can get the trust of the customer. Empathy移情性或同理心(提供个性化服务): Thinking questions from the perspective of customers , then help him solve the difficulty sincerely，and provide personalized service.第8页/共20页How to Improve Customer

6、 Service？ Make sure you have the right attitude. Establish clear policies for customer service problems. Pay attention to the interaction between customers and employees. Offer ongoing training.第9页/共20页Haidilao Hot Pot第10页/共20页Haidilao01Brief introductionHaidilao hot pot established in 1994,is a Sic

7、huan hot pot to operate mainly around the hot pot is characterized by fusion of one of the major inter-provincial Direct food brand hot pot restaurants.The company has worked in Sichuan, Shanxi and Henan provinces was awarded Advanced Enterprise, customer satisfaction, famous hot pot and dozens of t

8、itles and honors, and innovative characteristic service won the five star hot beauty shopname.February 2010, comments by the public network 2010 Top 10 most popular hot pot restaurant.第11页/共20页产品介绍ProductHaidilaoHaidilao has always uphold green, health, nutrition, special banner, dedicated to hot te

9、chnology development and research, in the succession of Sichuan, Chongqing and food culture the original Ma, spicy, fresh, fragrant, tender, crisp, and so on.02第12页/共20页酸菜鱼鸳鸯大锅分享野山菌鸳鸯锅海鲜锅底第13页/共20页Self-area seasoning调料自助区Sesame芝麻酱第14页/共20页High Quality ServicesHaidilao优质服务03Although Haidilao is a hot

10、 pot, it is not the core business of food, but service.The staff is attentive to your every need.But the really cool thing is when you wait Haidilao also has a manicurist table(美甲), shoe shiners（擦鞋）, back & shoulder masseuses（背部肩部按摩）, a large kids play room, and Chinese chess tables all inside t

11、he restaurant. 第15页/共20页免费美甲kids play room性别标识方便涮东西的工具Toilet free manicure第16页/共20页 free fruit, drinks, snacks第17页/共20页The achievement of Haidilao1 .After20 years of development, the company with a large number of loyal, hardworking staff and management team2 .their high quality service bring a diffe