003 service workshop_v2_en

Jul 10, 20130 likes329 views

Small workshop to share your thought and experience of good services and bad services. Sharing your own experience and discussion leads you to find common aspect of good service. It will then ask attendees to develop some ideas of what they can do to improve their own service and what needs to be done to make it come true.

Service Workshop
Exploring Customer Satisfaction
Hisao Tsujimura
13年7月10日水曜日

Goals
Through your pleasant service and service that made
you upset experiences, and sharing such experience,
explorer what good service is.
Think about what we can do for providing good service.
13年7月10日水曜日

Let s Share Our Experiences
What was the most pleasant service? What experience
do you have that you thought was good?
Do you have experience that made you upset? What is “bad”
service?
13年7月10日水曜日

What Would Disney Do?
You have to buy a new ticket after you leave to re-enter
the park.
For re-entries, you need to ask staff to put a stamp on your
hand.
Re-entries require you the valid ticket for the day.
You dropped the ticket somewhere in the giant parking
lot. What would a Disney sta? do? What would YOU
do?
13年7月10日水曜日

Starbucks?
On one very hot summer day, you bought a Mango-
Tango Frappuccino.
Your bag on your shoulder fell down to your arm, and you
dropped the tray on the floor.
What would you do?
13年7月10日水曜日

Good Service
What is the good service? Write down your thought
and other s comments.
?
??
??
??
13年7月10日水曜日

Bad Service
What was bad? What made it bad service and
write them down.
?
??
??
??
13年7月10日水曜日

Satis?ed v. Dis-satis?ed
Expectation?＞?Service?＝?:-(
Expectation?＜?Service?＝?:-)
13年7月10日水曜日

Service
Good Service Bad Service
Ful?ll Requests Requests not ful?lled
People know the history. Customer needs to explain history.
Due dates are met. Due dates are not met.
Sense of being cared. One of them treatment.
Extra something. Being handled.
Service with heart Service based on manual.
Service with su?cient time. Service without su?cient time
13年7月10日水曜日

Customers Are:
Customers are Gods. - as long as they are reasonable.
Smile before think you have a bad customer.
Think twice before you think it is irrelevant.
13年7月10日水曜日

What Can We Do?
What can we do? List up the idea. Share your
thoughts.
What do we need to make your ideas come true?
13年7月10日水曜日

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What is hidden beyond theWilliam Henderson

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This newsletter provides summaries of articles about customer service from Grifols PlasmaCare employees. It includes short articles describing examples of good customer service experiences and discussing the importance of meeting customer expectations, listening to customers, and ensuring a positive customer experience. The newsletter emphasizes treating customers with respect, courtesy, and understanding in order to build loyalty and encourage return visits. It also includes a self-evaluation for employees to rate their center's customer service.

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003 service workshop_v2_en

1. Service Workshop Exploring Customer Satisfaction Hisao Tsujimura 13年7月10日水曜日

2. Goals Through your pleasant service and service that made you upset experiences, and sharing such experience, explorer what good service is. Think about what we can do for providing good service. 13年7月10日水曜日

3. Let s Share Our Experiences What was the most pleasant service? What experience do you have that you thought was good? Do you have experience that made you upset? What is “bad” service? 13年7月10日水曜日

4. What Would Disney Do? You have to buy a new ticket after you leave to re-enter the park. For re-entries, you need to ask staff to put a stamp on your hand. Re-entries require you the valid ticket for the day. You dropped the ticket somewhere in the giant parking lot. What would a Disney sta? do? What would YOU do? 13年7月10日水曜日

5. Starbucks? On one very hot summer day, you bought a Mango- Tango Frappuccino. Your bag on your shoulder fell down to your arm, and you dropped the tray on the floor. What would you do? 13年7月10日水曜日

6. Good Service What is the good service? Write down your thought and other s comments. ? ?? ?? ?? 13年7月10日水曜日

7. Bad Service What was bad? What made it bad service and write them down. ? ?? ?? ?? 13年7月10日水曜日

8. Satis?ed v. Dis-satis?ed Expectation?＞?Service?＝?:-( Expectation?＜?Service?＝?:-) 13年7月10日水曜日

9. Expectaions Raise Expectations Lower Expections Price (Expensive) Price (Cheap) Good Brand Image Bad Brand Image Previous Good Experience Previous Bad Experience Length of Business Low Quality What is considered common sense in that particular country/culture. 13年7月10日水曜日

10. Service Good Service Bad Service Ful?ll Requests Requests not ful?lled People know the history. Customer needs to explain history. Due dates are met. Due dates are not met. Sense of being cared. One of them treatment. Extra something. Being handled. Service with heart Service based on manual. Service with su?cient time. Service without su?cient time 13年7月10日水曜日

11. Customers Are: Customers are Gods. - as long as they are reasonable. Smile before think you have a bad customer. Think twice before you think it is irrelevant. 13年7月10日水曜日

12. What Can We Do? What can we do? List up the idea. Share your thoughts. What do we need to make your ideas come true? 13年7月10日水曜日

狠狠撸

003 service workshop_v2_en

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