1 Hour Training Bubbles Customer Service Casebook

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Presentation transcript:

1 Hour Training Bubbles Customer Service Casebook Your Name

Objectives At the end of this session you will be able to: Draw on customer experiences to understand what is and is not acceptable customer service Identify the actions to take to ensure that we consistently provide an acceptable service to our customers 2

Questions to Consider Does the customer have good reason to be unhappy? Why? What could the company have done to improve the service to this customer? What can we learn form this to improve our own customer service? What could the person dealing with this customer have done better? If you had been this customer what would you have done? 3

The Cases Case 1 Case 4 Case 7 Case 8 Case 5 Case 2 Case 3 Case 6

Satisfied Customers Will buy from you again Will recommend you to friends and family Will buy different and possibly more expensive items from you

Dissatisfied Customers Will not buy from you again Will not recommend you to friends and family Will not buy different and possibly more expensive items from you

Case 1: Cooker Faulty Cooker Customer trying to get it fixed under warranty

Case 2: Refrigerator Refrigerator breaks down after 18 months Customer trying to get it fixed

Case 3: Clothing Delivery Customer pays for fast delivery but this does not happen The supplier argues the point

Case 4: Birthday Cake Customer orders a birthday cake. The supplier has the cake ready a week early

Case 5: Airline Flight cancelled Customers left to fend for themselves?

Case 6: Limousine Pre Booked wedding car did not turn up on the day Did it break down?

Case 7: Restaurant Restaurant meal Problem with the bill

Case 8: Vet Gravely ill pet Empathy by the vet?

Case 9: Computer Chair The customer is trying to buy a chair How long does she have to wait before she gets served?

Objectives At the end of this session you will be able to: Draw on customer experiences to understand what is and is not acceptable customer service Identify the actions to take to ensure that we consistently provide an acceptable service to our customers 16