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Service Management

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  • March 12, 2013
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Lariego, Roxanne C.
Patron, Justine Blasé L.

Dona Julia Varagas Avenue, Pasig City
Interview:
Mrs. Relly Magundayao(Travel Agent) , Mr. Rick St. John and Ms. Amani Suliman 1. Empathy: How do you show your concern on your customers? Regularly communicating that we care about our customers' success strengthens our connection to them and differentiates us from competitors who only reach out when they want to sell something. We give away helpful advice in our e-mail newsletter, as well as on our blog site (WOWPhilippineBlog.com) and Facebook page, information that will better our customers' lives. We anticipate our customers' questions and concerns and offer useful information to educate and guide them. Ask them what they'd like to learn more about from us. Showing customers you care should be an ongoing communications effort not a once a year occasion the way we celebrate Valentine's Day. Whatever you do, be sincere. 

2. Responsiveness: How quick do you response to your customers? And what are the ways do you do to maintain it? We listen to what our customers are saying about us in surveys, on our blog site or on facebook page, e-mail or anywhere else they give feedback. We publish survey results and answer our customer questions in our e-mail newsletter. Then we respond our customers promptly when they contact our business, whether it's a complaint or a compliment. We show them we are listening and that we care. If there's a problem, we fix it so they can go away happy to return us. Lastly we adapt our business based on our customer feedback to better meet their needs. We communicate the changes we are making based on what they've asked for.

3. Reliability: how do you meet the customer’s expectation? First, we don’t make promises/guarantees that we can’t fulfill. Our failure to make good on a promise marks us as a liar, it is one of the worst labels to receive. When our customer can’t trust us, they won’t do business with us unless there...