Yipsir

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• 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
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Warm up activities

• Saying and doing the opposite (????)
• Shake hands (?????)

4
Mini-lecture

• Strategies for promoting a professional service
  culture

5
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6
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8. ?????????

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Strategies for promoting a professional service
culture

• Explore your organizations vision
• E.g.? ? ? ? ? ? ? ? ? ? ?? ? ? ? ? ? ? ? ??????
  ?/? ??????/ ??????? ? ? ? , ? ? ? ? ? ? ? ? ? ? ?
  ? ? ? ? ?? ? ? ? , ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?
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• Usually vision addressed to service goal and
  commitment
• Help communicate the culture and vision to
  customers
• 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

• 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
• 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

• Demonstrate commitment
• 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
• Partners with customers
• Promote a healthy customer-provider relationship.
• Why and how?
• Work with customers interest in mind
• 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

• Exceed expectation
• 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
• 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.
• Provide service follow-up
• 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

• Personal recognition and trust
• Calling their names
• Sending birthday cards, giving a call to show
  concern, looking up information to help, etc.
• So as to acknowledge their presence
• Courtesy
• 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
• In loan, information reply, tangible services
• Professionalism
• Customers expect and should receive knowledgeable
  answers to questions not just genuine apology,
  superficial answer or public skill response.
• Enthusiastic service
• 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

• Empathy
• E.g. If customers have particular handicaps such
  as difficulties in mobility and use of language,
  your care have to be special.
• Genuineness and Responsibility
• 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.
• Patience
• 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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4. ?????????,????????
5. ???????????,???????????????
6. ?????????????????????
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8. ???????????50?
9. ?????????????????????
10. ??????????????
11. ???????????????
12. ????????????????????????????????
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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 3.2Self-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 in need of improvement
• 2 in need of attention
• 3 acceptable
• 4 good
• 5 excellent

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Service Attributes Marking
1. PUNCTUALITY Attendance at work Arrives / leaves on time Notifies supervisor in advance of planned absences
2. CHARACTER - Loyalty, honesty, trustworthiness, dependability, reliability, - Initiative, self-discipline, and self-responsibility
3. TEAMWORK - Working as a good teammate - Respects the rights of others - Respects confidentiality - Cooperative with others - Maintains appropriate relationships with supervisors peers
4. COMMUNICATION - Displays appropriate nonverbal verbal skills - Eye contact Body language - Speaking and presenting clearly and vividly
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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

• 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.
• Which item(s) is/are most important?
• Which item(s) is/are most easy to achieve and
  why?
• Which item(s) is/are most difficult to achieve
  and why?
• What are your strengths and weaknesses in service
  attributes of customer service?

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5. ???????????? ????????
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7. ??????
8. ??????
9. ??????

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The End