Yipsir yipsir.hk

1. Leadership and Programming Skills in Customer Service DSS20328 What is Customer Service Yipsir www.yipsir.com.hk

2. Leadership and Programming Skills in Customer Service DSS20328 • Tutor: IP Kam Hee 葉錦熙 • Tel. 6199 3347 • Email: toyipsir@hotmail.com • Website: www.yipsir.com.hk

3. Tutor • IP Kam Hee 葉錦熙 (BSW, MA, RSW) • Former Social Worker • PT Lecturer of CityU since 1996 Baptist U since 2001and HKCT since 2004 • Freelance Trainer, Tour Escort, Local Guide

4. Schedule of Session one • Introduction of Tutor • Course Introduction • Warm up games • Crow and Tortoise • Quick memory of 20 random items and 17 points of attraction • What is good customer service?

5. Teaching schedule: 13 lessons

6. Teaching Method • Laboratory learning • Interactive format • Focus on the learning and application of principles, skills and techniques. • Experiential exercises, games, case discussion, role play and audio-visual materials.

7. Course assessment • Class Participation and Attendance 30% • Exercise – Leading a Warm up activity 10% (from week 3) • Case study Presentation (Wk 12, 13) 20% • Case study Written report 20% • Written Assignment 20%

8. Class Participation and Attendance (30%) • Punctuality and attendance (3 absences → zero mark) • B or above performance indicators • High quantity and quality of Q & A, discussion and sharing • Willingness to volunteer to take up additional tasks such as a leading role in group activities and role play • B- or below performance indicators • Talkative, absent, late for class, talking on mobile, net-surfing or playing electronic games, etc.

9. Exercise – Leading a Warm up activity (10%) • 8 small groups (a maximum of 3 members each. • Design and lead a warm up activity in the first 20 minutes • Start from tutorial 3 to tutorial 10 • Purpose • to help the class ready for the tutorial • To test the programming and leadership skill in practice of the group

10. Case study Presentation (20%) • 8 small groups (3 members each) • To identify a formed group, e.g. government bodies, LCSD, HKTB, travel agent, charitable organization, district board, and/or local community… etc., and to participate in an activity hosted by that group • Following the Observation Guide to observe experience, explore, or even create, some issues regarding Leadership and Programming Skills in Customer Service covered in the course. • To identify, analyze and comments on the techniques being adopted by the service provider(s) • To make suggestions on improvement strategies in various aspects where appropriate • The scenario should be taped and played in the presentation. • A 30-minute presentation Week 12 or Week 13.

11. Observation Guide • Background information about the activity…Organizer? Venue? Nature? Target? • What is the scenario? Who are involved? What is the consequence? • Who is the service staff? The roles of service staff? His/her duties? How good is the performance? • Any techniques applied in the Customer Services? How well does the service staff handle? How effective is the technique? Any recommendation for improvements? • Any supports to the service staff available?Impacts of service staff? Contribution? Negative consequence? • Who are the “customers”? Any reaction? Feedback? • Any interaction between the service staff and “customers”? • Any “outsiders” (or not the customers) not involved in the scenario there? Do they affect the performance of service staff/customer? • Other observation and consideration…

12. Case study Written report (20%) • A written report, around 1500 words, on the analysis and improvements should be submitted on/before 5:00 p.m., May-4 (Thursday) in Week 14. • High marks = to apply the concepts, principles and skills learned from the course as far as possible

13. Forming presentation groups

14. Break

15. 優質顧客服務及好客之道

16. 我們提供的服務

17. 顧客服務的流程 優質顧客服務 服務提供者 顧客滿意 服務品質 服務態度 好客之道 康樂及旅遊業是其中一種顧客服務

18. 顧客服務種類 • 金錢性質範圍 • 金錢性質的服務(減價、代用) • 物質性的服務(贈品) • 非金錢性質範圍 • 良好的禮儀 • 親切、專業的建議 • 提供有用的資訊 • 售後服務 • 愉快、滿足的服務過程

19. 甚麼是優質顧客服務？ “熱心服務是提供優質服務的重要因素。” 姬絲、李 “帶著微笑的服務是價值高，成本極低的真正服務。” 安東尼、白 “顧客不是永遠是對的，但是他們是絕對重要的。” 史提芬、胡

20. 滿意與忠誠客戶 • 滿意 • 服務性質及過程沒有問題 • 整體感覺屬中立和正面之間 • 可來可不來 • 優質 / 卓越 • 超越同儕 • 難忘、回味無窮 • 主動介紹給其他人 討論：試舉出一兩項具體的服務，你認為是屬於優質 / 卓越水平

21. 良好顧客服務(SERVICE?) S: Sincerity 有誠意 - 真誠的態度 E:Efficiency有效率 - 快捷的處理 R:Readiness 有準備 - 充份的準備 V:Value有價值 –正面的效益 I:Information 有資料 –有用的資料 C:Courtesy有禮貌 –悅人的禮貌 E:Enthusiasm有熱心 –服務的熱心 齊來做個 “七優” 服務員…你願意嗎？

22. 良好顧客服務的技巧 (一) 瞭解及掌握顧客的期望和需要 –知己知彼、百戰百勝 (二) 有效地與顧客溝通 –有回應、無障礙 (三) 與顧客建立融洽的關係 –方便工作、減少投訴 (四) 建立良好的服務態度 –賓至如歸、好客之 道 (五) 建立正面積極的工作態度 –肯定自己、充 滿自信

23. 何謂好客之道？ 劉德華在一新聞短片中說：今時今日的服務態度唔應該係咁！咁，應該係點呢？ 試與前後左右之朋友討論，講出一個好客之道的特色是： __________

24. Four key issues to note • Managing customer’s service expectation (illustrated in the “Bank”) • Managing your promise to your customer (illustrated in the “Travel agent”) • Managing your support (illustrated in the “Wedding at hotel”) • Managing the moment of truth (illustrated in the “Wedding banquet”)

25. Group discussion • Any similar experience in real life? • Customer expectation nowadays • What actions should be taken to ensure quality service if you are the management?

26. 下列那一個不是好客之道的特色？ 4. 友善 1.有禮貌 11. 笑容 7. 耐性 3. 真誠 5. 樂於助人 8. 可靠 2. 木訥 10. 體貼 6. 回應 9. 祗顧忙於手上工作

27. 服務營銷金句 「投訴是金，化解投訴就是利潤。」 江蘇移動 「忠誠的顧客靠培養，背叛的顧客是最好的老師。」 健興藥業 「電能無包裝，包裝供電人，電流無商標，誠信創品牌。」 大同供電

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