Service Excellence Essentials for Business

The Components of a Model for Improvement I have chosen all this differents steps to show the most important skills, elements and processes we should follow to achieve an excellent customer service in order to create customer loyalty. Understanding customer's emotions and their needs will keep your customers coming back because not only did you meet their physical needs, but you also gave them a memorable experience. Therefore, having positive impressions, positive moments of truth and good feedback you will build a successful business. https://magic.piktochart.com/output/23250948-excellent-customer-service

Success and weakness in Customer Service 3) Analysis of successes and weaknesses: How the important is the customer service for a company? The employees have sufficient training? They understand our emotions and our needs? In my opinion, many companies have no idea of anything and they do not spent sufficient time training their employees and should not be like this. It should not matter what type of restaurant you are in, expensive or less expensive, but a bad customer service can be also because the company does not take care its internal customer. They do not have trainings, motivations neither predisposition for continuos improvement therefore motivated people are always on the lookout for better ways to achieve goals, they are more quality oriented and they work more with higher efficiency and productivity.  Successes: I can not find too much successes in each moment of truth I had. I just can mention she apologized about her mistakes but she blamed their t...

Personal experience & Moments of truth 2) Introduction:  It is easy to know all the theory but to put in practice is sometimes a very difficult task. I went to Malone’s with my friends last week, our main purpose was the burritos for $2.50 they had but we experienced bad customer because of lack of knowledge in our server. I will break it down  each moment of truth I received.  First moment of truth:  Poor greeting: A young waitress came to our table and she waited until we said something. She did even not ask to us what we wanted to drink, she did not present herself and she did even not tell us the specials of the day and I was surprised because they normally tell you the offers they have. Anyway it was a wrong beginning.  Second moment of truth: No suggestions and No advice: We started to order some beers. I chose the cheapest one on the menu and suddenly the server told, “Oh actually this beer is in offer today” so one mistake h...

Customer service  strategies. 1) Introduction: In this blog I am going to talk about the importance of excellent customer service, being that no matter the size of your business, the customer service needs be at the heart of your enterprise if you want be successful. Moreover, excellent customer service can generate positive moments of truth and positive word of mouth that makes your customer happy and encourage your loyal customers. Therefore, good customer service can help your business grow and prosper. It is important that the companies incorporate customer service into their business goals and customer services strategies into employee goals. So I am going to talk about each important strategy that business and internal customer should keep in mind.  Before starting to explain what the different customer service strategies are, we need to know what a customer is? It is someone with whom we exchange value (ILAC International College, Customer service skill...

ME, MYSELF & I Hello I'm Viviana Santos and I'm from Barcelona, one of the most beautiful cities in Spain. I studied tourism in my hometown and I also worked as receptionist in a hotel for 3 years. Therefore, I decided to come to Vancouver to get more experience in the hotel industry and also to improve my english. My plan is extend my visa and start building my future in Canada and grow as a person and professional. In my free time, I like do some exercise like go to the gym or running but also I like to dance salsa & bachata because all of this makes me disconnect from the world. Moreover, I like traveling to discover the world, new cultures and meet people.