Transcript 投影片 1 - Welcome to Yipsir (葉錦熙) Website

Yipsir
www.yipsir.com.hk
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Session schedule
Activity Theme
Time
1
Warm-up games (led by tutor)
20 min
2
Mini Lecture
20 min
3
Self-assessment on own orientation and
suitability to customer service
Attitude and strengths and weaknesses of
your service attributes
40 min
Break
10 min
5
Case discussion on service attributes in
leisure and tourism industry
60 min
6
Round up
20 min
2
Warm up activities
Saying and doing the opposite (口是心非)
Shake hands (握手看心理)
3
Mini-lecture
Strategies for promoting a professional
service culture
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香港目前經濟環境對各行各業的衝擊
1. 服務轉型
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『製造業』→『服務性行業』→『高科技』
『淘汰賽』的激化
『顧客服務』抬頭
2. 小政府主義（對社會服務行業）
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『服務現監察制度』及『一筆過撥款制度』
『自負盈虧』的概念強化
不再承擔，『服務外判』
導致『合約制』、『價低者得』
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香港目前經濟環境對各行各業的衝擊
1. 顧客權利及選擇
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要求價廉物美及高質素的服務
投訴劣質服務
2. 面對的衝擊
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顧客深明本身權利
顧客要求比從前多
顧客批判態度比以前高
資源有限（巧婦難為無米炊）
資源盡用（加班、加辛）
員工要『揸頸就命』
工作壓力大 → 情緒問題比以前嚴重
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工作間生存六大法
1.
2.
3.
4.
5.
6.
推高質量
主動增值
公平理論
新丁上任
首末效應
埋堆選擇
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如何做個表現突出的員工
1.
2.
3.
4.
5.
6.
7.
8.
良好工作表現
能幹、迅速完成工作限期前，提早完成工作
主動承擔一些職責以外的工作
願意接受不喜歡的任務準時完成工作守時
忠誠
出席公司活動
肯維護上司 (不等於完全同意他/她的立場)
有創意、為公司增值
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Strategies for promoting a professional service culture
1. Explore your organization’s vision
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E.g.：我 等 竭 誠 提 供 最 優 質 的 顧客 服 務 。 並 承
諾 以 「做足一百分 」/「 為您做得到」/ 「專業在這
裏」 之 精 神 ， 糅 合 高 度 專 業 及 多 元 化 的 知 識
服 務 顧客 。 最 後 ， 我 等 更 矢 志 成 為 全 港 服 務
機構之典範。
Usually vision addressed to service goal and commitment
2. Help communicate the culture and vision to
customers
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Through your attitude, language, appearance, knowledge of
products and services, and your communication skills, your
customers can feel your commitment to serve them.
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Strategies for promoting a professional service culture
3. Demonstrate ethical behavior
– Examples of ethical behavior:
(i.) voluntarily inform customers of a defective product,
(ii.) honestly return to customers, properties that they have mistakenly
left behind.
– Examples of unethical behavior:
(i.) provide an inferior product for an advertised brand,
(ii.) mismanage the personal data of customers,
(iii.) sexual harassment
4. Become an expert to your customers
– to be knowledgeable about your service products, your
organization and how your service can effectively meet the
needs of your customers.
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Strategies for promoting a professional service culture
5. Demonstrate commitment
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In face of request, complains or other difficult situations, tell
your customers what you can do and DO NOT mention
what you cannot do - “plus”, “minus” strategy
6. Partners with customers
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Promote a healthy customer-provider relationship.
Why and how?
7. Work with customers’ interest in mind
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Think to yourself, “If I were the customer, what type of
service would I expect?’ Then you set out to provide that
service.
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Strategies for promoting a professional service culture
8.
Exceed expectation
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9.
not only to satisfy the customers’ expected need but to surprise them by
doing, saying, or offering the unexpected related to high-quality service
delivery. For instance, celebration birthday, leaflet, free gift, additional
signs, etc.
Share resources
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Build up a strong interpersonal network with coworkers and peers in the
industry so as to develop a support system of resources.
Can will credibility and trust.
Can contribute to professional development.
10. Provide service follow-up
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Such as sending cards, giving a call, soliciting feedback through
questionnaire
This effort reinforces service commitment to customers
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Intangible service – what customers want in addition to the products
1.
Personal recognition and trust
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2.
Courtesy
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3.
In loan, information reply, tangible services
Professionalism
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5.
Basic courtesy language: ‘please’ and ‘thank you’ in a customer service environment.
If a situation becomes too tense and you find that you are losing temper, ask someone to
serve that customer.
Timely service
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4.
Calling their names
Sending birthday cards, giving a call to show concern, looking up information to help, etc.
So as to acknowledge their presence
Customers expect and should receive knowledgeable answers to questions not just
“genuine apology”, superficial answer or public skill response.
Enthusiastic service
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Customers come to your company just to satisfy their specific needs or merely ‘looking
around’, checking price, doing a questionnaire or for some other purposes.
Try to offer them a smile, additional services or information and what you might at service
encounter
You are supposed to help your customers obtain a positive service experience.
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Intangible service – what customers want in addition to the products
6. Empathy
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E.g. If customers have particular handicaps such as
difficulties in mobility and use of language, your care have
to be special.
7. Genuineness and Responsibility
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The is to recover from limitation and errors is to admit them,
to make apology to accept responsibility, and then quickly
and appropriately to solve the problem.
A matter of accountability and work efficiency.
8. Patience
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Never allow your customers to face your frustrations and
tension.
Even if you find that your customers are the one causing the
problem, you have to remain in control, to serve with
courtesy and to transfer the service appropriately.
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Self-assessment on own orientation and
suitability to customer service
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客戶服務態度信念
分數
1. 客戶是一個對你很重要的人
2. 客戶是一個帶給你就業機會的人
3. 客戶是間接發薪水給你的人
4. 顧客不是倚靠你的人，相反是你依靠他們
5. 顧客不是干擾你工作的人，因照顧他們需要是你工作的一
部份
6. 令顧客對服務產生一種愉快感覺是你的首要任務
7. 顧客並不關心你「公司的政策」，他們只有一個目的 ─ 就
是需要你的服務！
8. 口碑的威力比媒體廣告強50倍
9. 親切友善和服務意願與成功的顧客服務成正比例
10. 態度能左右顧客服務的表現程度
11. 客戶服務的祕訣是從「是的」開始
12. 客戶服務的成功的標準與衡量尺度應是：「客戶忠誠度」
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Discussion
1. What is your score? 12 is the lowest and 60
is the highest.
2. Give a distribution profile of scores of the
group by writing a curve on the transparency.
3. Which item(s) is/are most important?
4. Which item(s) is/are most easy to achieve
and why?
5. Which item(s) is/are most difficult to achieve
and why?
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Activity 3.2
Self-Assessment on Service
Attributes
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Performing a self-assessment on the following
service attributes by giving a mark from 1 to 5,
whereas:
“1”
“2”
“3”
“4”
“5”
in need of improvement
in need of attention
acceptable
good
excellent
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Service Attributes
1.
2.
3.
4.
Marking
PUNCTUALITY
• Attendance at work
• Arrives / leaves on time
• Notifies supervisor in advance of planned absences
CHARACTER
- Loyalty, honesty, trustworthiness, dependability,
reliability,
- Initiative, self-discipline, and self-responsibility
TEAMWORK
- Working as a good teammate
- Respects the rights of others
- Respects confidentiality
- Cooperative with others
- Maintains appropriate relationships with supervisors
& peers
COMMUNICATION
- Displays appropriate nonverbal & verbal skills
- Eye contact & Body language
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Service Attributes
Marking
APPEARANCE
Displays appropriate dress, grooming,
hygiene, and etiquette
ATTITUDE
Demonstrates a positive working attitude
Appears self-confident
Has realistic expectations of self
COURTESY
Sincerity, politeness, friendliness and
Patience, helpfulness
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Service Attributes
Marking
PRODUCTIVITY
Follows safety practices
Conserves materials
Keeps work area neat & clean
Follows directions & procedures
Makes up assignments punctually
Participates
RESPECTING OTHERS
Deals appropriately with cultural / racial
diversity
Does not engage in harassment of any kind
ENTHUISASM
Eager and willing to serve
Taking other responsibilities
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Discussion
1. What is your score?
–
10 is the lowest and 50 is the highest. Give a distribution
profile of scores of your group by writing a curve on the
transparency.
2. Which item(s) is/are most important?
3. Which item(s) is/are most easy to achieve and why?
4. Which item(s) is/are most difficult to achieve and
why?
5. What are your strengths and weaknesses in
service attributes of customer service?
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卡耐基 ─ 怎樣令人喜歡你的九點策略
1. 獻出真心，給予對方真誠關心
2. 莫忘了要笑逐顏開
3. 最悅耳的聲音一名字
4. 作一個優秀的聽者
5. 投人所好；談別人最關心的事； 勿亂踏「蜜蜂巢」
6. 由衷的讚美，令人感重要 → 滿足他人的「重要感」
7. 「鴻毛效應」
8. 「乞求小惠」
9. 「累施小惠」
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The End
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