Module Two The customer
Module Two The customer
Module 2 The Customer This module looks at different ways organizations can provides efficient services to their customers. ·Customer services Feedback from customers ·Total Quality Management(TQM全面 质量管理，是一种中顾客的需要和期望 最哥晶替理铸 学。TQM以质量为中心， 建立在全员参与基础上的一种管理方法 其首的在子长期获得顾客满意、组织成 员和社会的利益)
Module 2 The Customer • This module looks at different ways organizations can provides efficient services to their customers. • Customer services • Feedback from customers • Total Quality Management(TQM全面 质量管理，是一种由顾客的需要和期望 驱动的管理哲学。TQM以质量为中心， 建立在全员参与基础上的一种管理方法， 其目的在于长期获得顾客满意、组织成 员和社会的利益)
Module 2 The Customer 1.Importance of customer service policy 2.How to improve customer service? 3.Customers'complaint 4.Customer service policy in a press release(新闻稿)
Module 2 The Customer • 1. Importance of customer service policy • 2. How to improve customer service? • 3. Customers’ complaint • 4. Customer service policy in a press release(新闻稿）
5.Make promises to your customers ·6.Increase your brand value品牌价值 7.Get customer feedback/conduct the survey/select the sample group of people 8.Total Quality Management
• 5. Make promises to your customers • 6. Increase your brand value品牌价值 • 7. Get customer feedback/ conduct the survey/ select the sample group of people • 8. Total Quality Management
Unit 1 Looks at ways in which an organization can improve its service to customers and how it can explain its customer service policy both to its staff and to the public at large(整体). You study the language used in an action plan and in briefing sessions (简要情况介绍会)·
Unit 1 • Looks at ways in which an organization can improve its service to customers and how it can explain its customer service policy both to its staff and to the public at large（整体）. You study the language used in an action plan and in briefing sessions （简要情况介绍会）
Unit 1 Developing a customer service environment is a great move for any organization to make. We should Recognize how developing a customer service environment affects the profitability,growth,and reputation of the organization;e.g.word of mouth 口碑 Discover how a customer-focused environment helps companies to build confidence,create opportunities,and establish the foundations for success. Know who your customers are,understand their expectations,and how to meet them
Unit 1 • Developing a customer service environment is a great move for any organization to make. We should • Recognize how developing a customer service environment affects the profitability, growth, and reputation of the organization; e.g. word of mouth 口碑 • Discover how a customer-focused environment helps companies to build confidence, create opportunities, and establish the foundations for success. • Know who your customers are, understand their expectations, and how to meet them
Session 1 Planning improvements to customer service ·Activity1 Do you think Alan is smart?Why? ·What does he do? How does he respond to complaints?
Session 1 Planning improvements to customer service • Activity 1 • Do you think Alan is smart? Why? • What does he do? • How does he respond to complaints?
Sum-up Significant activities that Alan took to earn good word-of-mouth. Undertand the importance of quality See through the eyes of the customer Fully equipped with skills of serving restaurant customers Solve the slightest complaints by apologising and offering free drinks, dissert or meal Make note of the complaints and record the cost of responding to the complaints
Sum-up • Significant activities that Alan took to earn good word-of-mouth. • Undertand the importance of quality • See through the eyes of the customer • Fully equipped with skills of serving restaurant customers • Solve the slightest complaints by apologising and offering free drinks, dissert or meal • Make note of the complaints and record the cost of responding to the complaints
Customer Management 1.Customer Experience Management(CEM) 2.Customer Relationship Management(CRM
Customer Management 1. Customer Experience Management (CEM) 2. Customer Relationship Management (CRM)
Customer Experience Management(CEM) Customer experience(CX)is the sum of all experiences a customer has with a supplier of goods or services,over the duration of their relationship with that supplier. From awareness,discovery,attraction, interaction,purchase,use,cultivation and advocacy. The goal of customer experience management(CEM)is to move customers from satisfied满意to loyal忠诚and then from loval to advocate拥护
Customer Experience Management (CEM) • Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier. • From awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. • The goal of customer experience management (CEM) is to move customers from satisfied满意 to loyal忠诚 and then from loyal to advocate拥护