Sanmit (Customer Service)

INDIVIDUAL PRESENTATION ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],ACKNOWLEDGEMENT

Who are Customers? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Facts about Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]

A Challenge… ,[object Object],[object Object]

[object Object],[object Object],[object Object],Customer Service

Customer Service - GUEST ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service - Airline Industry ,[object Object],[object Object]

Good, Bad, & Excellent Service

Good Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives

Bad Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives

Excellent Customer Service ,[object Object],[object Object],Customer Expectation What Customer receives +

Types of Customers ,[object Object],[object Object]

Internal Customer ,[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object]

External Customer ,[object Object],[object Object],[object Object],[object Object],[object Object]

My Experience… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Six Basic Needs of Customers ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Bridge to Our Customers Customer Delight

CUSTOMER EXPECTATION CUSTOMER SATISFACTION CUSTOMER SATISFACTION+ CUSTOMER DELIGHT

Co-relation between Customer Perception & Service Evaluation ,[object Object],[object Object],[object Object]

Customer service skills ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

If I was in the place of the hotel manager… ,[object Object],[object Object],[object Object],[object Object]

Conclusion and Reference ,[object Object],[object Object],[object Object]

Sanmit (Customer Service)

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Sanmit (Customer Service)