Professional Documents
Culture Documents
Excellent Customer Service Quality: Engr. Ped Salvador, Ph.D. December 2018
Excellent Customer Service Quality: Engr. Ped Salvador, Ph.D. December 2018
SERVICE QUALITY
1
Excellent
Customer Service Quality
2
What is the
to Excellent Customer
Service Quality?
3
The to
Excellent Customer Service Quality…
to Excellent Customer
Service Quality is Good
Office Etiquette.
5
Good Office Etiquette
demands that we be:
. Polite, and
. Respectful
6
All
PHILAND
employees
should…
7
Greet customers when they
enter their area!
9
All employees should always
feel welcome in PHILAND
offices and facilities.
10
Excellent service quality
should be provided to all
PHILAND customers
at all times!!!
12
Always answer all questions in a
professional and courteous manner,
remembering:
UNACCEPTABLE BEHAVIOR.
14
All external customers should
feel each of us at PHILAND
cares about their needs, and
each and every external
customer should leave the
company feeling they were
treated fairly and equitably.
by PHILAND and its employees.
15
Good office etiquette is
just as important with
internal customers as it is
with external customers!
16
The relationship between the
staff in an office, and within
the organization,
should always be
one of:
•Mutual respect,and
•Concern
17
PHILAND employees should view
emergencies and
priorities not individually,
but as a team!!!
18
A cooperative team approach
can meet the
challenges of the day.
19
Proper office etiquette calls
for you to be:
• Professional,
• Calm, and
• Patient
20
Remember !!!
The
to excellent customer service
quality is to treat customers
like we want to be treated even
in the most stressful situations.
21
The Second
• Listening effectively.
23
Responsible communication
24
PHILAND employees should
answer customer questions
and concerns with positive
and precise information.
25
Never say
or
“I don’t know.”
26
Excellent customer service quality
requires
finding the proper resource
person to assist the customer
if you are unable to provide all
the requested information.
27
Customers, after completing
their transactions with you,
should have a positive image
of you and the Company.
28
It is the responsibility of
each employee to promote
PHILAND and the contributions
the Company makes to its
employees and the
market it serves.
29
The Third
to customer service
is professionalism.
30
PHILAND expects
professional behavior from
all employees.
31
traits
32
PHILAND expects
professional
33
Professional behavior
obligates employees to be:
• Prepared,
• Skilled, and
• Knowledgeable.
34
Essential Elements to
Professionalism
• Regular attendance
35
• Being on time,
• Dressing professionally,
and
36
• Not Watching The Clock
37
Employees who communicate
professionalism have:
Attentive listening skills,
Are quick, and
Are enthusiastic in
responding to
requests
38
Remember…
You ARE
PHILAND to
your customers!
39
Your level of professionalism
will determine how your
customer feels about the
Company and will help
determine the success of
the Company in the market
its serve. 40
Your professionalism in your
position will ensure that
PHILAND customers continue
to return to our Company for
their security and safety
needs through many years.
41
The Fourth
is
telephone etiquette.
42
Telephone calls should be
answered
43
A smile on your face,before
answering the phone,
44
will be reflected in your voice
to the customer
on the other
end of the
phone.
45
Employees should always:
and
46
If you must locate some information
to assist the caller,
47
It is not appropriate for
the caller to hear anything
going on in the office or
anything that might be
discussed in trying to
assist the person.
48
If you must take a message, be
sure to obtain accurate and
complete information.
49
At the very minimum
the following should be obtained:
•
1. Name of caller,
4. Brief explanation of
reason for the call, and
5. Your name.
50
If you are screening calls for a
person or department,
do so diplomatically.
52
Inform callers when the employee is:
• Out of town, or
53
PHILAND employees are
expected to return calls
promptly and, when
possible, return them the
same day
they are received.
54
If a caller must be
transferred:
57
Excellent
customer service quality
representatives
58
Always remember:
Just because you have answered the same
question a 100 times…
Today,
this week,
or this year…
60
Good Human Relationships =
Good Customer Service Quality =
Good Public Relations =
A Successful and Growing
to make
PHILAND
the leading Company, in the field of
SECURITY SERVICES AND
MANAGEMENT
62
PHILAND
may not be the biggest
SECURITY AGENCY in the Philippines
Excellent
Customer Service Quality!
63
PHILAND Thanks You
65