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INDIVIDUAL PRESENTATION By – Sanmit Karandikar. Batch – H5. Frankfinn Institute of Airhostess Training. Assessor – Mr. Rohan Miranda.

I take this humble opportunity to thank the Frankfinn Institute for giving me such a great exposure to the Service Industry. I would also like to thank Mr. Rohan Miranda for teaching us the highs and lows of the Customer Service Industry and making us tackle any situation in our future life. ACKNOWLEDGEMENT

Who are Customers? The most important person in any business. Is not dependent on us. We are dependent on them. Is not an interruption of our work, but the purpose of it. Is part of our business – not an outsider. Does us a favor when they come in. We aren’t doing them a favor by serving them. A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. Is a person who comes to us with their needs and wants. It is our job to fill them.

Facts about Customers The Customer is the business’ biggest asset The Customer pays all our salaries wages and bonuses The customer will go where he/she receives the best attention There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!

A Challenge… Please write a One Sentence Definition of CUSTOMER SERVICE.

Any or all interactions which the customer has with your organization while conducting business. It is the ability to provide a service or product in the way it has been promised. It is also about treating customers with respect, individuality, and personal attention. Customer Service

Customer Service - GUEST G – Greet the customer U – Understand customer needs E – Explain features and benefits S – Suggest additional items T – Thank the customer

Customer Service - Airline Industry Customer service in the airline industry is critical for the survival of air carriers around the world. Whether you're interested in airline sales personnel, airline attendents, or pilots, you'll find information about airline customer service, and how to improve it here.

Good, Bad, & Excellent Service

Good Customer Service Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives

Bad Customer Service Bad Service is when customer gets treatment which is less than his/her expectations. Customer Expectation What Customer receives

Excellent Customer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service Customer Expectation What Customer receives +

Types of Customers Internal Customers External Customers

Internal Customer An individual or a group of people you may Interact / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping

Internal Customers: Many people deal with customers WITHIN their own companies. Internal customers are those people and employees who might use your services and products, who reside in the same company. For example the computer department, and human resources department serve internal needs.

External Customer Someone who comes to your organization for products or services – the end customer These customers depend on the timelines, quality, and accuracy of your organization’s work.

External Customers: To my understanding, an external customer is the ordinary customers that purchase the companies products. It's a common idea in Marketing or Management, that it's important to value or satisfy not only the external customer, but also the internal customer. A successful company not only must sell well, but also have good employees that are willing to work their best for their company.

My Experience… Last week I gave a visit to a popular O hotel for a dinner. As a privileage, I have a membership of the hotel on which I get a discount on the food. The way they treat privileaged members is awesome. You feel like you are the king. They treat you like a VIP. When I went there, I was on the waiting list because of the Saturday night rush. I asked for a pool-side table which I didn’t know was asked by another customer before me. As the table was cleared, he called me before the other guy even if he was first on the waiting list. When he saw that, he was very angry towards the attitude of the manager. In this case I was the internal customer because of my frequent visits to the hotel and the other guy was an external customer, a complete stranger.

The Six Basic Needs of Customers 1. Friendliness Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth. We all want to be acknowledged and welcomed by someone who sincerely is glad to see us. A customer shouldn’t feel they are an intrusion on the service provider’s work day! 2. Understanding and empathy Customers need to feel that the service person understands and appreciates their circumstances and feelings without criticism or judgment. Customers have simple expectations that we who serve them can put ourselves in their shoes, understanding what it is they came to us for in the first place.

3. Fairness We all need to feel we are being treated fairly. Customers get very annoyed and defensive when they feel they are subject to any class distinctions. No one wants to be treated as if they fall into a certain category, left wondering if “the grass is greener on the other side” and if they only received second best. 4. Control Control represents the customers’ need to feel they have an impact on the way things turn out. Our ability to meet this need for them comes from our own willingness to say “yes” much more than we say “no.” Customers don’t care about policies and rules; they want to deal with us in all our reasonableness.

5. Options and alternatives Customers need to feel that other avenues are available to getting what they want accomplished. They realize that they may be charting virgin territory, and they depend on us to be “in the know” and provide them with the “inside scoop.” They get pretty upset when they feel they have spun their wheels getting something done, and we knew all along a better way, but never made the suggestion. 6. Information “Tell me, show me – everything!” Customers need to be educated and informed about our products and services, and they don’t want us leaving anything out! They don’t want to waste precious time doing homework on their own – they look to us to be their walking, talking, information central.

These basic need in my case was the need of a table for dinner. We could see that the hotel manager preferred to meet my needs before the other guy. The manager could not meet the needs for the other guy even if he was an external customer. He should have shown understanding, friendliness, fairness, control, knowledge. He could have come up with an alternative solution. When he knew that I was the second choice, he should have acted accordingly and went as per the rules. A customer is a customer whether internal or external.

The Bridge to Our Customers Customer Delight

CUSTOMER EXPECTATION CUSTOMER SATISFACTION CUSTOMER SATISFACTION+ CUSTOMER DELIGHT

Co-relation between Customer Perception & Service Evaluation Customer perception and service evaluation both are co-related. If then service provided by us is up to the customer’s perception and expectations then that creates a happy customer that helps us in our organization’s growth. In an organization we are not just selling our products we are in fact rendering our service also.

Customer service skills Attracting new customers costs more than retaining existing customers. Customer service costs real money. Understand your customers’ needs and meet them. Good process and product design is important. Customer service must be consistent. Open all communication channels. Every customer contact is a chance to shine. People expect good customer service everywhere. Treat every customer equally.

If I was in the place of the hotel manager… I would ensure that I prepare a list of customers in case of waiting. That would help me in arranging tables for the customers on numbering basis. If a reservation is done before hand, I would place a ‘reserved’ plate on the desired table. In case of a privileaged member, I would go according the rules.

Whether the customer is internal or external, I would treat him as CUSTOMER. This shows my fairness to everybody If the member is not in the mood of waiting, I would suggest some other good alternatives. If any problem occurs, I would give some discount so that the customer does not leave with mere satisfaction but with great delight. I would act according to the situation so that I ensure that the customer comes again and again. I will always help my hotel in building the business.

Conclusion and Reference In this assignment I was able to understand the co-relation between customer satisfaction & customer expectation & also the inter relation between customer perception and customer satisfaction. I could also understand how feedbacks are important in the growth of our company. Self experience was used in this presentation and no other references.

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Sanmit (Customer Service)

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