Quality Service

Elements of Business Skills

 

IMPORTANCE OF PROVIDING QUALITY SERVICE TO CUSTOMERS

 1.         What do quality customer services mean to us? 

It means by providing the best attention to the customer and addressing his or her needs or the company’s need.  The service that is going to be given to them by must be excellent.

 2.         What is the importance of providing quality service to customers? 

They will return to you and buy your product or services from you.  They will be your long term customer.  By becoming your long term customer, your advertising budget can be reduced.  With the money you save from advertisement, you could channel the money towards improving or inventing new products and services.  Many customers look forward to better products or services over the years.  It is human nature.  As the society becomes more developed and becoming richer, services standards in products or services must be upgraded to meet their status.  This is because customers will become more demanding.  Thus, by providing quality service to customers, it helps you to satisfy and retain customers. 

 3.         How to address the importance of providing quality service to the customers?

             First snippet

·         Watch this snippet.  Listen to the type of words used by the customer and waitress. 

·         Look at the body language of the customer and the waitress.  How would you describe the body language of the customer and waitress?

Second snippet

·         Watch this snippet.  Listen to the type of words used by the customer and waitress.  Write the type of words used by the waitress.

·         Look at the body language of the customer and the waitress.  How would you describe the body language of the customer and waitress?

·         What type of customer service would you like to experience and why?

a.   In groups of four, share your experiences about the type of customer services experiences that you encountered.  Two people in the group could share bad experiences while another two could share bad experiences.  Write it out on the paper.  Thereafter, let us analyze whether the type of bad experiences have anything in common or they are an isolated case.  We will do the same for the good experiences too. 

b.   Think amongst yourselves, why we have to analyze such type of encounters that you have experienced.  Definitely all of us have encountered it many a times or at least a few times already.