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Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers.
By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customer’s perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.
The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Have customer’s complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better. Common Expectations to Consider Some of the most common and basic expectations customers have for most businesses included: • Fast, efficient and accurate service
High quality products at a competitive price • Friendly, helpful service staff to provide information and answer questions • Prompt responses to their inquiries, whether online, by phone or in person • Sufficient stock to meet their needs without long waits • A trained staff that can handle their questions without referring them on • A clean facility or easy to navigate website All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations
When you are able to accurately identify and adequately meet your customers’ expectations, your customer service reputation will automatically be enhanced. Some of the benefits of meeting your customers’ expectations include: • Customers that transform from first-time visitors to loyal clients • Increased sales as customers feel more comfortable doing business with you • More referrals from satisfied customers who bring in additional business by word of mouth There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department.
By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. Other reasons for customer service problems include:not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps between what salespeople promise and the actual service or product quality The Voice of the Customer (VOC) is a process that ensures the customer’s voice is deployed throughout a product’s or service’s design, production, marketing, delivery, and after-sales service.
В начале, я положил ее к простой случай экзамен нервов. Моя дочь Сара только что исполнилось шестнадцать и изучения трудно ее GCSEs *. Я знал, что она хорошо, как она была топ класса во всех ее субъектов в школе и всегда был Отличник. Но, как раз к экзаменам приближался, ее поведение начал менять - резко. Сара стала угрюмой и снят. Она не была оживленная подростком, я знал. Но наиболее тревожным всего было, что она едва ест ничего. Она отказалась съесть с остальными членами семьи и имел только легкие закуски в ней комната. В то время я не хочу, чтобы сделать большое дело его, как я думал, Я просто сделать ее более озабочены ее экзаменов. Я был убежден, что когда она принимается экзамены, она скоро успокоится и все будет вернуться к нормальной. Но это не так. На самом деле, это еще хуже. К середине лета, Сара стала очень худой и бледный. она Также были дикие перепады настроения, заливаясь слезами или стать разъяренный малейшая вещь. Я должен сказать, в этот момент, что мой начальный реакции на эту ситуацию было не очень полезно. Мы были огромные бои о ней слишком тонким, и я попытался убедить ее съесть больше, но она просто повернула нос на все я предложил ей. Когда я ничего не сказал или сделал, казалось, никакой разницы, я действительно чувствовал в полной Потеря о том, что еще я мог сделать или кто я мог обратиться. Я был в отчаянии. После долгих размышлений я понял, что мне придется попробовать другой тактика. Кричащие и разрывая на себе волосы были определенно не улучшается ситуация. Я начал, глядя на расстройств пищевого поведения на различные веб-сайты, чтобы получить как можно больше информации, как я мог, и то, что я выяснилось почти напугал меня до смерти. Анорексия является условием что, как правило, влияет на девочек-подростков. Есть множество причин, как почему она может развиваться, но это, как правило, говорят, что из-за искаженное изображение тела и отсутствие самоуважения. Некоторые молодые женщины думают что они слишком полные, даже если они не являются, и чувствовать, что они непривлекательным или ничего не стоит. СМИ были обвинены играть роль в повышении расстройств питания в последние годы, из-за они изображают женщин. Использование весящих модели в рекламе в глянцевых журналы и на телевидении может быть фактором в стимулировании молодых женщин приравнять тонкость с салоном красоты, гламура и успеха. я был потрясены, обнаружив, что это заболевание может серьезно повредить сердце и сделать кости хрупкими и легко ломаются. Тем не менее, самым страшным аспект состояния является то, что в 10% случаев это приводит к смерти страдалец. Информация была страшно, но это мне прийти примириться с тем, что кто-то с серьезными потребностями расстройства пищевого поведения любовь и поддержку и неотложной медицинской внимание. Потребовалось много спокойным и нежным убеждения, чтобы получить мой слезами дочь согласится пойти со мной к врачу, который специализируется на расстройства пищевого поведения. Это было два года лет назад, и дорога к восстановлению давно и тяжело. Сара провела два месяца в больнице, чтобы получить ее вес в норму и с тех пор она была видя психиатра, чтобы ей справиться с основными вызывает проблемы. Это было тяжело для меня, тоже. Я чувствовал себя очень виновным о своей болезни, - что-то, это была моя вина, и я был плохим мать, которая вызвала ее дочь так много беспокойства она начала голодать себя. Но нам удалось пройти через это вместе. Теперь Сара с нетерпением ждет начала университет, цвет вернулся щеки, и она вернулась к будучи живой молодая женщина она была перед всем ужасно кошмар начался
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Объяснение:
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers.
By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customer’s perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.
The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Have customer’s complete surveys about your products and service. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better. Common Expectations to Consider Some of the most common and basic expectations customers have for most businesses included: • Fast, efficient and accurate service
High quality products at a competitive price • Friendly, helpful service staff to provide information and answer questions • Prompt responses to their inquiries, whether online, by phone or in person • Sufficient stock to meet their needs without long waits • A trained staff that can handle their questions without referring them on • A clean facility or easy to navigate website All of these expectations comprise the minimum of what your top-notch service should look like. Additional expectations may arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations
When you are able to accurately identify and adequately meet your customers’ expectations, your customer service reputation will automatically be enhanced. Some of the benefits of meeting your customers’ expectations include: • Customers that transform from first-time visitors to loyal clients • Increased sales as customers feel more comfortable doing business with you • More referrals from satisfied customers who bring in additional business by word of mouth There is no doubt that adequately meeting customer expectations is an essential part of a robust customer service department.
By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. Other reasons for customer service problems include:not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is intended to deliver for customers and what it actually does deliver * cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver * poor staff attitudes, training levels and working materials * gaps between what salespeople promise and the actual service or product quality The Voice of the Customer (VOC) is a process that ensures the customer’s voice is deployed throughout a product’s or service’s design, production, marketing, delivery, and after-sales service.