Communication and excellent

process

Prepared by: Mohammed Fouad El Deek

Lama Jibaii
The communication process

Message………………………………………………….

Sou Enco Cha Deco Rece

rce ding nnel ding iver
………………………………………………. Feedback
The communication process

Communication

Oral Written
 The benefits of
communication
&
excellent service
Learning objectives

 Focus on service success.

 Understand how service creates revenue, healthy
organization & attractive employee benefits.
 Appreciate how delivering excellent service
reduced their personal stress at work.
The two most important benefits of
Excellent Service & Communication

•Sales is responsible for NEW business

Money •Service is responsible for REPEAT

business

Stress
Reduction
 O
O u ev of Communication &Excellent Service
D
The Benefits

u r el
r o
p
S o
B p r
u

e e im
h e a
g

a c e
The Benefits of Communication
&Excellent Service

Smile
LIKE STAR
 STAR

 S: sourire
 T: tonalité
 A: articulation
 R: regard
Smile
 You are not fully dressed until you wear a smile.
 A smile is a curve that sets everything straight.
 Smiles are great investments:
 The more you collect, the better you feel.
 A winning smile makes winners of us all.
 To receive a smile give one away.
 The shortest distance between two people is a smile.
 So many languages in the world, and a smile speaks them
all.
Main conditions for a Quality:

 Be prepared
 Which kind of Preparation????

 Conditions
 Generalenvironment
 Our image
Nice atmosphere

 Create an ambiance:

 Comfortable

 Serious

 Professional

 Confidential.
The power of service

 25% thinking of leaving.

 68% leave because of service.
 20% front line, 40% corporate, 40% customer.
 Fix fast 95% happy repeat customer.
 Complain and happy 8% more loyal
The power of service

 Only 4% of customers complain……

 50-75% to frontline
 1-5% to management
 800 # doubles complain
The virtuous cycle
Series 1
120
Service communication

100

80
60

40

20

0
Angry Quick customer Forgiving

Person Attitude
The Benefits of Communication
&Excellent Service

Happy
Customer Revenue Stress
The Benefits of Communication
&Excellent Service
Consequence of costumer No-Service

Happy
Revenue
Stress
Customer
 n k Yo u
T h a