How can we provide a positive customer service experience? by Maria Lopez https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd en-us 2021-08-16 13:27:40 UTC 2022-11-30 17:50:55 UTC hello@padlet.com https://padlet.net/icons/png/1f389.png Ritz-Carlton https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403640996 Essentials of Service:
  • making a good first impression in person and on the phone;
  • the importance of active listening skills;
  • A warm and sincere greeting.
  • Use the guest's name. Anticipation and fulfillment of each guest's needs.
  • Address the issue or motive for the same call 
  • Try to analyze the issue even more better and equal to customer level.
  • Try to fix it on the spot if not possible, promise them for resolution with timeline.
Motto
At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.
]]> 2022-11-30 14:34:05 UTC https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403640996 Apple https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403643712 What makes a good customer service ?

  • Approach customers with a personalized warm welcome
  • Probe politely to understand all the customer’s needs
  • Present a solution for the customer to take home today
  • Listen for and resolve any issues or concerns
  • End with a fond farewell and an invitation to return

Apple’s attention to detail goes beyond the products, into the packaging and the experience that’s attached to it. The company doesn’t just deliver the purchased items in standard cardboard packaging. It goes above and beyond and puts just as much attention to detail into its packaging as it does into every product.


How do we replicate it? 

Give the same customer service that we would like to receive. Have empathy with the problem or situation and treat the client how we would like to be treated. 

]]> 2022-11-30 14:35:42 UTC https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403643712 Team No #3: AMAZON https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403644337 1) What makes good customer service- AMAZON?
·       Amazon - consistently puts the customer first. It’s a customer-centric company
·       Amazon - understands their customer, they know what their business model needs to be in in order to please their customers in every way that they can.
·       Amazon is very user-friendly – fast and reliable delivery
·       Another key component to Amazon’s customer obsession is their constant asking for and receiving of feedback from their customers.
·       Amazon provides a smooth customer experience and then wants to continue to improve their process. Customers like to feel like they’ve been heard and the review community on Amazon is a testament to that.
Additionally, Amazon sends out Customer Satisfaction Surveys

2) How can this be replicated as AR Rep?
1.      Active Listening = Listening is how we take in information and while customer is speaking on the phone or in-person, at least, make them aware of what the customer is saying, instead of predicting how they will respond next.
2.      Persuading- A customer could be really frustrated with a current issue. Customer service representatives or as an AR rep – we want to know as much as possible about the issues to be able to handle customers to make an informed decision.
3.      Empathizing- If a customer is upset about the issue they are facing, a simple comment to acknowledge their frustration is a great place to start.
4.      Detail-Oriented- The last skill that AR representatives should have is the ability to be detail-oriented, It also means being able to remember and recall details quickly and accurately so that customers can get the answers to their questions

]]> 2022-11-30 14:36:03 UTC https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403644337 Team #2 https://padlet.com/endirecciondelviento/3xdvmog2i7x6dwmd/wish/2403663053 Startbucks customer service basis:

  • Startbucks provides a personalized level of service each and every time. That effect is compounded when the baristas get to know you and greet you without even having to ask you for your name.

  • The fact that baristas show you that you aren't dealing with a robot but with a human being. Friendly service.

  • The environment in the restaurant is warmer and gives you the impression of being in a familiar environment. They say they sell a sense of community and a warm and welcoming interior design. 

How the service can be replicated?

Learn the way Starbucks work with their customers, implementing a warm and a friendly service in every single call, making our customer feel appreciated and the fact that we are focusing our attention on them.

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