Greetings from KL,
After a very pleasant flight on Boeing 777-300ER(extended range), I am here in the capital of Malaysia. It's a rather unusual mixture of Malay, Chinese, Indian and European influences where people seem to be enjoying most eating in the street. I tried some Chinese street food tonight, I don't think I am going for Chinese again for a while.
I hope you are enjoying your lessons and you haven't forgotten the blog.
The post today is about the importance of good customer service.
Discuss:
a) what is customer service
b) the qualities of good customer service representative
c) the benefits of good customer service
d) 5 rules of good customer service.
DON'T FORGET
1. To write in paragraphs.
2. When you discuss the rules, explain and support them with examples.
3. Support your main statements. You can also mention some of the airlines rated 5-stars by Skytrax for their superior services and product.
Regards,
RV
Recently most of airport want to be the best airport but in this case airports should improve Customer service.Customer service is provides help and support passenges.
ReplyDelete* i haven't finished yet
a) what is customer service?
ReplyDeleteservices that are provided to the customer before ,during and after the journey to bring satisfaction ( to create a positive experience) or to make customers happy
b) the qualities of good customer service representative?
I did not understand !!
c) the benefits of good customer service?
-bring money
-bring new customer
-build agood reputation of the company
d) 5 rules of good customer service?
1- listen to your customers
2- treat the customer with respect
3-accept responsibility
4-keep promise
5- helpful
Hi to everybody,
ReplyDeleteIn answer to your questions, the best thing to do is to write your answer in one text divided into paragraphs. The main idea of each paragraph should be an answer to each point in the task above. So Alia, you, for example, have to go back to your answers and try to organise your ideas in one coherent text in which you discuss all the issues.
This will also be an answer to Alanoud's question.
And back to Alia, the question about the qualities of good customer service representative looks for adjectives to describe the people who work in customer service. What kind of professionals do they need to be to deal with customers effectively?
I hope to read some good answers tomorrow. I won't post the next question before we sufficiently discuss the question of customer service first.
Kind regards,
RV
P.S. I might not be able to post tomorrow as I am travelling to another place in Malaysia. Can you use this forum to come up with ideas in answer to the questions posted above? Can you please also update me on what topics you've discussed in class, so I can prepare my next post? Use this space in the comments box.
a) what is customer service?
ReplyDeleteis an organization's ability to supply their customers' wants and needs.
b) the qualities of good customer service representative?
-A friendly manner
-A commitment to service
-Strong decision-making skills
-The ability to remain calm under pressure
c) the benefits of good customer service?
1- Customer Satisfaction
2-Less Costs
3-More effective workforce
4-Enhanced public image
5-Customer Loyalties
d) 5 rules of good customer service?
- answer your phone
-listen to your customers
-deal with complaints
-take that extra step
-throw in something extra
This comment has been removed by the author.
ReplyDeleteThe Customer Service is a key part of business which are provided to the customer before ,during and after the journey and It has to be superior By maintaining a good customer service to create a positive experience by build a good reputation of the company . In this way you will be keeping customers which in the long run is quicker, easier and cheaper than finding new ones , and also lots customers means lots revenue .
ReplyDeleteIf you truly want to have good customer service, all you have to do that things:
1) Deal with complaints and try to find solution .
Most airlines have a customer services team who will be responsible for dealing with customer complaints . However every member of staff needs to take ownership of customer care and be proactive when dealing with customers so that problems do not create .
2) Don't make promises unless you will keep them.
Make sure you will be able to make any promise you make .. If you say, “I will find someone answer your question”, make sure that you find someone .Think before you give any promise because nothing annoys customers more than a broken one.
3) The staff should be always knowledgeable.
All the member staff should know about all product the carriers that provide to be able to answer any customer if they asked .
4) Listen to your customers .
Let the customer talk and show him that you are listening to him and try to suggesting how to solve the problem.
5) Always be helpful and courteous .
There are more than these five rules , but If you apply these simple rules consistently, you will give a good reputation of the company .
In addition , there are some airlines rated 5-stars by Skytrax for their superior services and product , the most famous examples are Asian airlines , Qatar airways , Cathay pacific airways , Malaysia airlines and Singapore airlines
In the end each airline should provide good level of customer service to keep bringing customers again.
*
ReplyDelete5 rules of good customer service:
1. Listen to your customers.
2. Be helpful.
3. Don't make promises unless you will keep them.
4. Deal with complaints.
5. Throw in something extra.
To be Continued
Recently most of airport want to be the best airport but in this case airports should improve Customer service.Customer service is provides help and support passengers.
ReplyDeleteProviding services for customers
at any time before and after sale and it's one of the important things because it's reflect a positive impression to customers for the company. It is possible to attract many customers , and keep in touch with old customers of the company because they are saving money rather than making new advertising.Customer service staff Requires to have alot of quality and rules for instance, treat the customer with respect , deal with complians and try to find a solution for the problems , listen to customer , ask for feedback , always be helpful " polite and courteous " , apologise if you made a mistake , accept responsibility , always keep your promise " Don't make promise you can't keep and also be knowledgeable " know about the products you offering.
Finally, good treatment , smiley face and tempting offers to all this quality attract plenty of customers also that contribute to the development of customer Service Centre
1- it is a services that provided to customer before ,during and after the journey and It has to be superior By maintaining a good customer service.
ReplyDelete2-...........
3-a)increases the income (revenue)
b)good reputation of the company
c)increasing the no of customers
4- a)deal with complaints
b)accept responsibility
c) keep promises
d) be helpful
e)be knowledge about the product
Customer service is providing passengers before and during and after the flight with all kind of help they need.
ReplyDeleteBenefits:
Good reputation and good reputation keeps customer and keeping customers mean more money and the business is going on
Customer service is service that provided before, during and after to bring satisfaction and improve the passenger experience. Good customer service is about keeping your customers happy.
ReplyDeleteCustomer service staff requires to have a lot of quality and rules for example, helpful, knowledgeable, polite, professional and respect.
The benefits of good customer service, it will build a good reputation of the company and that will keeps to bring new customers and the customer will be satisfaction and it will increase the income and the business will going on.
To have a good customer service you have to use some ways and rules, such as 1- Listen your customers: it is important to listen to your customers, try to understand their problem, give advice, and help them. 2- Keep your promise: never base. 3- Be knowledgeable: you have to know about the products that the company offers. 4- Be helpful: you have to be courteous. 5- Respect your costumers: treat your costumers with respect.
To sum up, each airline should provide a high quality of customer service to keep bringing customers again.