1. SHARING SESSION Customer Relationship Management Services TEAM A Jiayu, Weikeet, Dewang, Peixin, Jeraldine, Jacqueline

2. Introduction  Customer Service  Maintaining Good Service Standards Complains Compliments  Sharing of Good/Bad Experiences  Role Play  Challenges Faced

3. Something About Us  Video recommendations Tough customers The secrets of superior services  First Stopover What we did not do before What we are involved in now

4. What we did NOT do before  Pay attention to the service standards in Singapore  Complain bad services  Compliment good services

5. What we are involved in now  Conduct mystery shopping  Gain experiences  Encounter different scenarios Embarrassing  Price of Coca-Cola Promotional Tool (1metre Polar Bear Soft Toy)  Pretend to know a lot about wine  Gradually influence our personal life

6. Re-enactment of Scenario CUSTOMER SERVICE Scene: Cold Storage (Compass Point) Jiayu’s embarrassing moment…

7. What is Customer Service?  Assistance and other resources that a company provides to the people who buy or use its products or services Why is Customer Service Important?  Adds value  Entice future patronage  Intangible benefits  Increase sales

8.  Complain 2 types   Most never bother to complain  No one pointed out bad standards Bad Customer Service Continues Maintaining Good Service Standards In FrontAt the Back Tell staff directlyWrite a letter Show displeasureEmail to company Speak to person in charge Complain to friends

9. Re-enactment of Scenario BAD CUSTOMER SERVICE Scene: Mos Burger (Plaza Singapura)

10. Complaint  Do not have to kick up a big fuss  Stay Cool & Calm  Tell them nicely  Complain in a comfortable way  Customers are concern about service attitudes

11.  Compliment  Ought to be recognized for providing Good Customer Service Motivate them Build sense of belonging in them Maintaining Good Service Standards

12. Re-cap of Scenario BAD CUSTOMER SERVICE Scene: MOS BURGER (Plaza Singapura)

13. Re-enactment of Scenario GOOD CUSTOMER SERVICE Scene: Yoshinoya (Plaza Singapura)

14. Yoshinoya’s Feedback Form

15. Compliment  Most never bother to compliment Troublesome  Filling up feedback form  Sending of email  Do not know the exact format Harbor wrong mindset  Management will not bother to read  Other customers will compliment  Go all out to complain

16. Compliment  Do not have to be precise  Short and Simple You’ve got excellent service Keep up the good work  Smile

17. Challenges Faced?

18. Heartfelt Challenges…  Difficult to separate into teams  New Team Member  No volunteers to be difficult customers  Fear of conducting mystery shopping  Unable to follow schedule as planned

19. Conclusion  Be attentive to surroundings  Contribute if possible  Be always ready to adapt  Be flexible  Cherish your friends

20. A SINGLE CANDLE CAN’T ILLUMINATE THE ROOM

21. Q & A SESSION Jiayu, Weikeet, Dewang, Peixin, Jeraldine, Jacqueline Customer Relationship Management Services TEAM A