Employers only handle the money. It is the customer who pays the wages. Henry Ford 5. Well done is better than well said. Benjamin Franklin 6. Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. Ross Pert 7. Kind words can be short and easy to speak, but their echoes are truly endless. Mother Teresa 8. If you do build a great experience, customers tell each other about that. Word of mouth Is very powerful. Jeff Bozos, CEO Amazon. Com 9. In the end, the customer doesn’t know, or care, if you are small or large as an organization.

She or he only focuses on the garment hanging on the rail in the store. Giorgio Airman 10. The customer experience is the next competitive battleground. Jerry Gooier, CIO, Dell Computers 1 1 . Customer satisfaction is worthless. Customer loyalty is priceless. Jeffrey Goutier 12. Quality in a service or product is not what you put into it. It is what the client or customer gets out of It. Peter Trucker 13. To understand the man, you must first walk a mile In his moccasin. North American Indian Proverb 14. Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

Donald Porter, V. P. British Airways 15. Good service is good business. Siebel Ad 16. There is a spiritual aspect to our lives – when we give we receive – when a business does something good for somebody, that somebody feels good about them! Ben Cohen, Ben & Jerry 17. The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. John Russell, President, Harley Davidson 18. One of the deep secrets of life is that all that Is really worth doing is what we do for others. Lewis Carol 19. Being on par In terms of price and quality only gets you Into the game.

Service wins the game. Tony Alexandra 20. You’ll never have a product or price advantage again. They can be easily 21 . Every great business is built on friendship. J Penny 22. If we do not lay out ourselves in the service of mankind whom should we serve? John Adams 23. Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re- read Rule 1 . Stew Leonard, CEO Stew Lemonade’s 24. If you’re not serving the customer, your Job is to be serving someone who is. Jan Carlson, ex-CEO SAP Group 25. If you want to lift yourself up, lift up someone else. Booker T. Washington 26.

In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away. Doug Warner 27. Know what your customers want most and what your company does best. Focus on where those two meet. Kevin Starts 28. Loyal customers, they don’t Just come back, they don’t simply recommend you, they insist that their friends do business with you. Chip Bell, Founder Chip Bell Group 29. Make a customer, not a sale. Katherine Birthrate 30. If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. Jeff Bozos, CEO Amazon. Com 31 .

Customer service is not a department, it’s everyone’s Job. Anonymous 32. Dealing with people is probably the biggest problem you face, especially if you are in business. Yes, and that is also true if you are a housewife, architect or engineer. Dale Carnegie 33. Make your product easier to buy than your competition, or you will find your customers buying from them, not you. Mark Cuban 34. If you do build a great experience, customers tell each other about that. Word of 35. The interesting thing is when we design and architect a server, we don’t design it for Windows or Linux, we design it for both.

We don’t really care, as long as we’re ailing the one the customer wants. Michael Dell 36. A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. Mahatma Gandhi 37. When people talk about successful retailers and those that are not so successful, the customer determines at the end of the day who is successful and for what reason.

Jerry Harvey 38. It’s a very, very tough market. So unless you do a really good Job, you buy the right products from the manufacturers, you service the customer, they keep coming back, they bring their friends in, it’s all about numbers, numbers, numbers. John Allan 39. A lot of companies have chosen to downsize, and maybe that was the right thing for them. We chose a different path. Our belief was that if we kept putting great 40. If you work Just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.

Ray Crock 41 . For us, our most important stakeholder is not our stockholders, it is our customers. We’re in business to serve the needs and desires of our core customer base. John Mackey 42. The nature of any human being, certainly anyone on Wall Street, is the better deal you give the customer, the worse deal it is for you’. Bernie Maddox… 43. We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. Jeff Bozos, CEO Amazon. Com 44.

You’ve got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers. Rupert Morocco 45. In our way of working, we attach a great deal of importance to humility and honesty; With respect for human values, we promise to serve our customers with integrity. Skim Preemie 46. Customers don’t always know what they want. The decline in coffee-drinking was due to the fact that most of the coffee people bought was stale and they weren’t enjoying it. Once they tasted ours and experienced what we call “the third place”.. A gathering place between home and work where they were treated with respect.. Hey found we were filling a need they didn’t know they had. Howard Schultz, Chairman and CEO Struck 47. Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer! Gene Buckley, President Scissors Aircraft 48. The most important adage and the only adage is, the customer comes first, whatever the business, the customer comes first. Kerry Stokes 49. I won’t complain. I Just won’t come back Brown & Williamson Tobacco Ad 50. Customer service is Just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.

Leon German, CEO L. L. Bean 51 . Every company’s greatest assets are its customers, because without customers here is no company. Michael Elbowed, Author of: How to Win Customers and Keep Them for Life 52. Excellent firms don’t believe in excellence – only in constant improvement and constant change. Tom Peters 53. Friendly makes sales – and friendly generates repeat business. Jeffrey Goutier 54. Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions Betsy Sanders 55.

Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. Kevin Starts 56. Here is a simple but powerful rule: always give people more than what they expect to get. Nelson Boswell 57. Customers today want the very most and the very best for the very least amount of money, and on the best terms. Only the individuals and companies that provide Brian Tracy 58. It helps a ton when you learn people’s names and don’t butcher them when trying to pronounce them. Jerry Yang 59.

Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. Gig Glare 60. I don’t do business with those who don’t make a profit because they can’t give the best service. Richard Bach 61 . If you don’t genuinely like your customers, chances are they won’t buy. Thomas Watson, former CEO IBM 62. Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution.

Rick Tate 63. Men are rich only as they give. He who gives great service gets great rewards. Albert Hubbard 64. Our mission statement about treating people with respect and dignity is not Just rods but a creed we live by every day. You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management. Howard Schultz, CEO Struck Coffee 65. People expect good service but few are willing to give it. Robert Gateway 66. Revolve your world around the customer and more customers will revolve around you. Heather Williams 67. The customer’s perception is your reality.

Kate Gabriele, Author of: Customer Service Excellence: How to Deliver Value to Today’s Busy Customer 68. Do what you do so well that they will want to see it again and bring their friends. Walt Disney 69. He profits, most who serves best. Arthur F. Sheldon 70. The longer you wait, the harder it is to produce outstanding customer service. William H. David 71 . The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer. Peter Trucker 72. When the customer comes first, the customer will last. Robert Half 73.

Right or wrong, the customer is always right. Marshall Field 74. Under promise and over deliver. Toby Bloomberg 75. Profit in business comes from repeat customers; customers that boast about your reduce and service, and that bring friends with them. W. Edwards Deeming 76. Your customer doesn’t care how much you know until they know how much you care. Damon Richards 77. Every client you keep, is one less that you need to find. Engel Sanders friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends Jeff Bozos 79. The purpose of a business is to create a customer who creates customers Shiva Sings 80.

It’s much harder to provide a great customer service than I would have ever realized. It’s much more art than science in some of these other areas and not Just bout the facts but about how you are conveying them. David You, Chief Operating Officer, Beefeater 81 . Nothing is so contagious as enthusiasm. Samuel Taylor Coleridge 82. Only a life lived in the service to others is worth living. Albert Einstein 83. Good customer service costs less than bad customer service. Sally Grown, Welsh Water 84. Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.

Martin Oliver, MD Kiwi-Fit Financial Services 85. If we keep doing what we’re doing, we’re going to keep getting what we’re getting. Stephen Covey 86. Everyone in an organization should be involved with customer service, not only are they feeling the customer but they are getting a feeling for what’s not working. Penny Handsome 87. There are no traffic Jams along the extra mile. Roger Staunch 88. Good leaders must first become good servants. Robert Greengage 89. We don’t want to push our ideas on to customers, we simply want to make what they want. Laura Ashley 90. A shoe without sex appeal is like a tree without leaves.

Service without emotion is like a shoe without sex appeal. Anonymous 91 . A little experience often upsets a lot of theory. S. Parkers Cadmic 92. Whatever your business is, talk to your customers and provide them with what they want. It makes sense. Robert Bowman, CEO Major League Baseball Advanced Media 93. You are serving a customer, not a life sentence. Learn how to enjoy your work. Laurie McIntosh 94. Your best customers leave quite an impression. Do the same, and they won’t leave at all. SAP Ad 95. Unless you have 100% customer satisfaction… You must improve. Horst Schulz 96. It starts with respect.

If you respect the customer as a human being, and truly honor their right to be treated fairly and honestly, everything else is much easier. Doug Smith 97. An ounce of loyalty is worth a pound of cleverness. 99. There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton, Founder of Wall-Mart How to Develop Customer Service Techniques Utilizing effective techniques to help your customers is a vital step in making them repeat customers and long-term clients. Here are a few guidelines on how to develop customer service techniques. 1.

Know your products. Understanding the products or services you represent is necessary to be able to help customers find the right solutions. Research new products and routinely review your entire line of products and services so you always have details and specifications ready. 2. 2 Use positive language. Never tell a customer you don’t know an answer or can’t do something when asked. These responses are negative and will cause the customer to lose faith in your ability to help. Display positive customer service methods by telling the customer you will find the information or that you’d be happy to find a solution to the problem. . 3 Identify your customers. Maintain a one-on-one relationship with customers that lets them know you’re focused on their individual needs. Address the customers by name and give them your name. Always establish your customer’s identity and field of business so you can relate to this information throughout the exchange. 4. 4 Delegate if necessary. Part of any customer service Job is knowing when a customer has a problem you can’t handle and being able to direct him or her to a representative that can provide the necessary help.

Be willing to tell a customer that you’re directing him or her to another representative that can address specific needs. 5. 5 Listen to the customer. Allow a dissatisfied or concerned customer to tell you what’s wrong or why a product r service didn’t deliver as promised. Avoid interrupting or talking over a customer, because this will make the customer feel that you’re not listening and don’t care. Ask questions to be sure you understand the problem, but let the customer relate it to you in his or her own words. 6. 6 Admitting fault is an integral part of good customer service, because no company is perfect.

Avoid becoming defensive or verbally confrontational with a customer that points out an error made by you or your company. Instead, apologize for the error and explain to the customer how it will be rectified. 7. 7 Start small when troubleshooting. Begin with simple or small solutions if a customer has issues or problems. The solution could be as simple as unplugging and restarting a piece of equipment or changing a setting. Try small solutions first and graduate to larger ones, like replacing a whole unit, only if the more simple fix doesn’t work. 8. 8 Maintain professionalism.

Customer service technique is about finding a balance between relating to a customer, but still being professional. Address the customer professionally, avoid using slang and never yell at a customer even if the customer is yelling at you. Remain professional, regardless of how the customer acts. How to Answer Customer Service Questions A primary responsibility of a customer service representative is answering customer questions and solving problems. It’s important to be informed about your products, your company’s policy on resolving customer issues and how to answer questions quickly and efficiently.

Here are some tips on how to answer customer service questions. Retaining a full knowledge of the products or services you represent will help you answer customer questions correctly. Educate yourself continuously about new product details and functions. Use the products and services you represent. This will help you to relate to the customer and use personal experience to troubleshoot questions. Keep a catalog or spec sheet about products, warranties and contracts close at hand when you answer customer service calls. This will give you a quick reference for answering questions. . 2 Allow the customer to explain the question or issue. A customer with questions will likely have an explanation of the situation that caused the question to arise. Let the customer explain the question fully without interrupting so you understand what the customer is asking. 3. 3 Take notes. Jot down key words or notes while the customer is asking a question. Include key details that are being questioned and any pertinent information the customer offers that will be pertinent in answering the customer’s question. This allows you to retain information without interrupting. 4. Repeat the question to the customer. Understand what is being asked or what needs to be resolved. This technique lets the customer know you’re listening and helps you verify the information. 5. 5 Keep language positive. Avoid telling the customer with a question that something can’t be done or would never happen. This negative language is dismissive and could make the customer feel that you don’t care about answering the question and helping him or her. 6. 6 Verify your answers. Ask for help from a coworker or supervisor if there is any doubt about how to answer a customer’s question.

Customers will appreciate getting a correct answer, even if it takes a little longer. 7. 7 Promise only what you can deliver. Only give a customer an exact price or date of delivery if you can guarantee it. Making false statements about the length of a warranty or when something will be delivered will result in a dissatisfied customer. 8. 8 Remain neutral. Avoid getting defensive or confrontational if a customer is questioning a product or service. He or she could be questioning a customer service procedure or policy, because the customer feels it’s unfair or was processed incorrectly.

Do your best to answer the customer’s question efficiently without letting any negative comments affect the customer service you provide. Top Retail Salespeople… 1 . Are able to relate to people easily. They can build rapport very quickly; understanding people are different and each type requires appropriate approach and conversation. 2. Let the customer talk most of the time (preferably 80% of the mime) by asking open ended questions to discover the needs and requirements of the customer. 3. Can recognize and relate to the objections and do not get defensive when handling objections. 4.

Are able to identify and prioritize the requirements of the customer; and not Just the apparent ones but possible hidden needs like status and prestige. 5. Know their products or services inside out and are able to find a good match between customer requirements and what the product and/or service can deliver. 6. Talk about benefits rather than features. They are able to express benefits in a simple yet effective and relevant fashion. . Always look for ways to improve their skills and knowledge. They attend seminars, read books and listen to tapes and Cad’s to discover new ways of increasing their effectiveness and productivity. . Are determined to win. They clearly understand the definition of success in their environment and the rewards that are attached to attaining it. They like to talk about their major achievements and look forward to doing even better. 9. Are self confident and generally happy people. They don’t necessarily show their burning desire to win to the outside world. 10. Like to help others when they can afford the time, however they also clearly understand that time is the most important resource they have and the only one that can not be recovered. Steps to Handle the “I’m Just Looking,” Objection “May I help you Sir? ” “Irregular! ” Those words, “I’m Just looking,” often strike terror in the heart of many sales people, anger and frustration in some and a sense of helplessness in others. This one extremely common phrase causes some retail sales people to simply throw up their hands, walk away from the prospect and wait until the customer announces that they are no longer Just looking and have decided to buy something. Not an Objection However, the term, Just looking, is not an objection.

In fact, it is a logical, valid and honest response that actually spells good news for the sales person. Consider this thought: When was the last time you walked onto a car lot Just to look when you had absolutely no intention of ever buying a car? If you have went out and looked at some new cars, it is only because you had some desire to eventually, purchase a new car. Even the verbally window-shopper still has a purchase in mind, even if that purchase in their mind, is more off dream than a reality.

The fact is that people do not “look” at things they do not want. What Does it Mean? So what does it mean when a prospect says, “I’m Just looking… “? 1. The prospect has the purchase of something in mind 2. The prospect may not yet have an idea of how much they will spend or can afford 3. The prospect may not have a clear idea of when they would make a purchase or if they can Help the Prospect The way to deal with this is to do your Job…. Help the prospect.

Three ways to help the prospect who is Just looking: 1 – Assume the prospect may want to look Encourage, thank and help the prospect look 2- 3- Embrace the “looking” and help the prospect look more efficiently #1 – Assume he prospect may want to look Instead of… Sales Person: Prospect: “Hello, Mrs. Prospect, may I help you with something? ” “No, thank you. I’m Just looking. ” Try… “Hello, Mrs. Prospect and welcome to BBC Jeweler’s. Is there something I can show you or would you like to Just look around? ” This instantly prevents a defensive response from the prospect in regards to Just looking. 2 – something I can show you or would you like to Just look around? ” Prospect: “Ah, yeah, I’d like to Just look around for a while. ” Sales Person: “Great! And thank you for choosing BBC Jeweler’s to do some looking. We encourage people to look as we have the finest collection of Jewelry in the area to look at. Please look all you wish. ” You have avoided defenses and stayed on the same side as the prospect. #3 – Embrace the “looking” and help the prospect look more efficiently “Mrs. Prospect, as you can see, we have many sections and some of our collection is not openly on display.

Is there some area I can direct you to so you can look? This way you can at least look at the things you want to look at. ” “Well… ‘ was thinking of looking at an Baby for my daughter… Just thinking about it though. ” Sales Person: “k. Then you may want to look n this area… We have many gift items and you won’t waste your time looking at want to look. Encourage, thank and help the prospect look. Then embrace the looking and help the prospect look more efficiently. Happy Selling! – See more at: http://www. Underestimating. Mom/mottled/three-steps-to-handle-the- IM-just-looking-objection. HTML#stash. Peeve. Duff The 3 Biggest Listening Mistakes Sales People Make And How to Avoid Them Posted on January 26, behave Your Say: Leave a comment? 5643231 12 Listening skills… Every sales manager and director tells you how important they are but do they actually tell you how to improve them! As sales people elevate their sales skills in other areas, often the area of listening begins to suffer, and usually it is the more experienced pros who are the biggest culprits.

There are reasons that listening skills deteriorate over time in the sales business and below are the main three. Avoid these mental mistakes and you will increase your listening skills and close more sales! Listening Mistake #1 = Knowing the questions and answers before you hear them One of the main problems happens as sales people get to the point where they know all of the answers. You have heard all of the objections a thousand times and you believe you already know what the prospect is going to say.

When this happens, it is easy to hear but a fraction of what the prospect actually says, as you mentally anticipate the rest of the question or statement. The problem is that often you are incorrect. You THINK you heard what the prospect said, when you really heard what was in your mind. Solution: To help avoid this, look to discover new answers and thoughts. Try to make them tell you something you have not heard before. This can only help you get better. When the prospect begins that question that you know you eave heard before; stop and try to find what is different about this question.

To your surprise, you will find some new thoughts and ideas. Listening Mistake #2 = Formulating your response before the prospect has finished Following mistake #1, many sales people begin to formulate their response to the prospect as the prospect is still speaking. The prospect begins to explain his or her concern. You believe you know exactly what they are going to say, and you begin rehearsing in your mind what you will say back. Anxious to obliterate the prospect’s objection immediately, often the sales person willful off the prospect in mid-sentence.

Solution: Wait until the prospect has completed their thought, and then count to three before you open your mouth. This not only helps you listen and digest exactly what the prospect said, but it also helps you avoid belittling the prospect. Do not be too quick to “have an answer for everything. ” Take time and let the prospect see that you are thinking and that his or her concern is important. Listening Mistake #3 = Lack of eye contact Most sales people diligently try to maintain eye contact when they are speaking. However, many seem to wander as the prospect talks. Listening entails more than

Customer service is used to remote and Improve the Image of an organization to the customer, and Is an Important factor Is determining the Minimal and long term perception of organization or product. A policy is created in order to allow all employees to understand and articulate goals and intentions that an organization or product has to the customer, also known as a “Mission Statement”, it embodies the “Soul” of the company. It should be the opener for any new business as it is used to expand and to create the culture of a brand, an opening statement allows further elaboration towards a deeper spreading of ideas and pathways.

The Coffee club’s vision is ‘To be a global leader in retail food, coffee and franchising, using this statement as the starting point, they elaborate further down by telling us, the customer, how they can achieve this with 3 simple yet effective steps below. (The Coffee Club) As a simple customer reading this, a bar of expectation has been set, when going to The Coffee Club, one must expect good food, great service and excellent coffee.

If those standards have been met or have been exceeded, a positive Impression will have been established, creating a relationship between the customer and the brand, arties. If consumers feel that the promised standards are considerably lower than advertised, the feeling will be in the opposite direction and can slander and devalue company image, ‘a typical business will only hear from four percent of its dissatisfied customers’ ‘A typical dissatisfied customer will tell 8 or 10 about his or her problem’ (The Entrepreneur’s Guidebook Series). If you can do only one thing for your customer, it would be “listen & understand my needs”. This was the top request for all those surveyed by some margin. ” (Skittish LTD). A policy based on this Renville will create more satisfied customers than your competitors while generating customer loyalty, increasing the value and worth of your brand, increased reputation and best of all, following the policy will generate word-of-mouth advertisement, which will save you advertisement fees and increase overall profits.

As said in (51 Developing a Customer Service Plan, The Entrepreneur’s Guidebook Series) a list of customer service maxims that businesses should use to help and inspire the creation of their own SSP, use the policies that seem to capture the essence of what the business will become, also good for using company slogan and mission statement. Customers… Are human beings like us and need to be treated like friends and guests. Are kings and we are their servants Are our employers and we are the employees. Are people first, business second. Are the most important people we serve. Become the best source of advertising and marketing when satisfied.

Bring us their needs; it is our Job to fulfill them to the best of our ability. Customers deserve what is best for them even if its not necessarily what is best for us. If our business follows these maxims or philosophies, we will increase revenue, income, customer base, reputation, customer loyalty and it will become a very successful business that everyone welcomes into their lives. 2 Evaluation of SSP and how this affects staff training. There are many ways of evaluating customer service policies, the most common one is to distribute customer response cards and surveys at the point of sale.

We can also send out questionnaires on a quarterly basis, if we have an online database online surveys can also be used. Using mystery shoppers to observe the service first-hand is also another method. And lastly resolving any customer complaints quickly and efficiently to their satisfaction. The easiest and most common evaluation method is a customer response card, having it given out at the point of sale ensures the answers will be fresh in the customers minds and also ensure they are quick and easy to answer questions as not to take up time or cause irritation.

For example “how was the service”, is an easy to answer question and will not take up a customer’s precious time. Sending out questionnaires on a timed basis is also another good way to gather valuable feedback. Questionnaires are best used to assess products and service could make to its stock or inventory. Mystery shoppers are a great way to observe and evaluate the service of an establishment and the effectiveness of its policies from a customer point of view.

Mystery shoppers are hired by the employer of the business and are personally unknown to the staff; it is used as an unbiased source of evaluation of performance standards, such as attentiveness, politeness, problem- solving and the ability to deal with conflicts. From all these sources of evaluation management can source the root of problems or work on areas that require improvement. With those results, management can adjust the level of staff that is hired appropriately and increase standards overall.

The feedback also allows businesses to update and improve on further staff training, managers can assess how aware staff are of the importance of relationships with the customers. Ongoing training allows staff to be experts in their areas allowing for efficient and high quality work produced. Incentives also help out with improvement of overall atmosphere, bonuses and vouchers will create opportunities for employees to create a competitive atmosphere where they are fighting over the offering of high quality service and allows an overflowing of eagerness to the customers and creates a welcoming feeling. Rough diagram of the cycle of evaluation) As defined, it is “the imparting or exchanging of information by speaking, writing, or using some other medium. ” (Oxford University Press, 2013). Communication is the most important skill that every business should focus on. ‘ a survey of Christopher businesses found that communication was most often rated as the most useful skill’ (Sutton, 2003). There are many different ways of communicate to customers now ND as the world evolves there will be an increased demand of exceptional service in any field. There are five forms of communication.

Firstly interpersonal communication is when you talk with or within yourself, for example when you are doing a presentation and need to psych yourself. Secondly interpersonal communication is when you communicate with others, for example the opening sentence. Then we have group communication in which a speaker is communicating with a group of people, for example a lecture of a professor. Also there is public communication where you interact with huge audiences of people, and lastly mass immunization with the use of media to inform, entertain and to persuade.

Most of the communication within Cafe Fusion is non-verbal, “seeing is believing” (an American idiom). It is what you do not say but show to the customer that has the most impact. From when the customer walks into the business area, to when he/she leaves everything inside provides the customer signals to their brain, making perceptions and assumptions. As you walk into cafe fusion, the information that I personally received is that it is a laid back and basic business, the Mob” it exudes is neutral. To run a successful business one must create a positive Mob” or environment so the customer can feel comfortable and at home.

It can be done by straight posture, a simple and friendly greeting. 2. 2 Customer perception and the influence of Customer service provision. Your perception of something is the way that you think about it or the impression you have of it’ (Collins Cobbled Learners Dictionary) A successful perception of such interactions will be dependent on employees “who can adjust themselves to the personality of the guest,” according to Mica Solomon in (Buchanan, 2011), an employee who moulds him/herself to the customer will be successful in creating revenue, as the customer will have a positive perception. Alcove to Cafe Fusion, how may I help you today. ” This simple sentence is invaluable when creating customer perception, as it is the first major contact with the brand. “If I read you a long list of spices-?cinnamon, marjoram, turmeric, etc. -?you would remember the ones at the beginning and at the end,” said by Solomon, that’s how customers remember their service. The opening should be a warm friendly greeting and we must have the customers at hello.

Grabbing their attention and then using the momentum to provide them with outstanding service when they are selecting or making their purchases is also very important. The way in which the employees uses their body language also affects the perceptions like slouching, or messy dress code also will affect the perception, as this links back to the SSP, we must ensure that all employees are uniform in appearance. After we have provided them with a good service and they have received their beverages and food, we must have them at goodbye.

A good way is to make sure the exchange of money or signing of the card is to the last interaction with the customer, as said above, what customers will remember is the beginning and the end, so therefore as employees we must end with a simple sentence on the line of, “We look forward to seeing you again. ” This allows the experience of the customers to be complete and a complete service, start to finish, is given to the customer.

After an our or two, we had all of the information which we will use to evaluate their service on a piece of paper. Our Primary expectation: Like with many other coffee shops, we did not expect anything fancy or out of standing. What we looked for couldn’t have been any simpler; we expect a good or decent quality service Secondary expectation: In addition to a good quality service, a faster service was what we had also hoped for though we made it clear and kept in mind that it was not first priority.

Before the Sale: We arrived there at about pm In the morning that day. First thing we went through as parking and though it wasn’t the best looking parking area but the service was satisfactory. We did not have any trouble with parking our motorbikes. All we had to do was to place our motorbikes there and go inside because the security did the rest for us. Our next business encounter was with the staff and all we got to say Is we couldn’t ask for more In the way they greeted us Into their shop.

The one thing that we were impressed about was that the person who welcomed us inside and led us to our table was actually the manager of the shop himself. During the Sale: Once we were all seated and ready to order, another staff came to us right at that Instance with a genuine smile on her face and couple of menus. The attitude of the staff was great and she seemed professional for such a small coffee shop.

Although it took us quite a while to decide what to order, she remained at our table waiting to get our orders to make sure the service was as fast as possible and so was her smile, it never left or faded. Once wave finally ordered, our teas came and an idea came up in our minds, one or the guys In our group drank and finished his tea on purpose to e how long It would take for the staffs to notice and give a re-fall or not at all. As We kept our eyes observing around the room the whole time for as much information on the service quality as possible.

One thing we noticed right away was the uniforms of the staffs. They all dressed formally with shirt tucked-in and ties but the colors weren’t uniformed as most staffs had different colors. The one color that was dominant was black because quite a few of the staffs wore black shirts. In overall, they all seemed consistent, happy, willing and professional. After roughly 10 minutes, which we call “relatively quick”, our drinks arrived on the hand of a male staff who wore black. Instantly, we noticed something about his behavior.

He seemed confused and out of place as he looked around and couldn’t find our table. Although the staffs confusion caused the service to be Just a little slower, he was helped out right away by the same staff that got our orders as she was standing near-by. With the uniforms being in different colors, we decided that it was a little different to tell the difference between a common customers and a staff due to the fact that it was in the morning ND most of the customers were businessmen and therefore, new customers like us would be reluctant in getting attention from the staffs.

The quality of the tables and chairs were all decent and mainstream, there was nothing special about them apart from the chair being able to spin around which gives more comfort. One more thing that was great about the service was how there was lots of TV’s and how they are logically place so no matter where you sit or face, you can watch the same shows as the others sitting elsewhere which brings us to the next point, the intent being shown on the TV’s. Based on our experience, whenever we go to a coffee shop, we expected it to be either football or something boring but all of that had changed.

The shop we visited had the TV’s showing some very funny footage and most of them we had never seen before which got our attention and gave us a great moment as we laughed like we were a bunch of crazies. After a while, we noticed something very useful and convenient on the wall behind us: a mobile phone charger box that allows customers to charge their phones. The last plus for the shop as how they would hire musicians to come in at night and play songs of our choice. After the Sale: That day, we left happy as we were all satisfied with the service and such good drinks.

The security guards got our motorbikes out immediately as they saw us stepping foot outside of the shop as if he remembered our faces as we went in. But then there was a moment of panic as a guy in our group apparently lost his motorbike key. Over-hearing our conversation, the kind security guards instantly got up and asked each others to see if one of them happened to have picked up a key. Luckily, his key was returned by one of the security guards who picked it up. He must’ve dropped it when we got in.

Overall Assessment: Generally, we were all satisfied with the level of customer service at Cafe Gig Back and in terms of the negative side, throughout the morning, we did not find anything worth a wall reading his magazine during work hours. As a conclusion, the business did well to meet our expectations. Some aspects of the business did exceed our expectations while some could be considered let-downs. But in overall, we are happy with the experience and are willing to go there again.