Speak Your Mind!
Customer Perception
Building A Service Culture
Delighting Your Customers
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AboutME  BHT2008 Business Etiquette & Service Excellence LYNN CHNG 0804469E Diploma in Hospitality & Tourism Management WhatisThisabout?
PERSONAL PORTFOLIO This Portfolio is reflected on 3 Lecture Topics specifically: 1.Customer Perception 2.Building a Service Culture 3.Delighting your Customers. | ||||||||
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HELLO THERE! Welcome to Speakyourmind! Check out some of our customers view @ "Speak your Mind!" |
Thosewhospoke!
#1: Do you wear branded clothes or items? Why? Amongst your peers or when you are out on the streets, it is important for you to be noticed, identified and be judged by what you wear and the brands you carry?Why? #2: Was there any point of time you received unacceptable customer service? What happened and how did they provide any service recovery? Do you still go back since that unfortunate experience?  Name : John Paul Tan Age : 19 Occupation: NS Fulltime. How often do you shop? : Once in a few Months Most expensive thing bought: playstation 2 - $300 Most satisfied Customer Service: Time when the waitress didn't speak very good English but still made a very good effort to serve me. #1: hmm, it's not all that important, I feel, because people won't even remember you even if they judge your outfit. Actually, I’d place comfort over branding. as long as i feel comfortable in what I’m wearing and carrying, and i am confident of my own look, it doesn't really matter what complete and utter strangers who i probably will never come into contact in the first place, think. There’s no such thing as branded things because everything has a brand? Just depends on how popular the brand is. hmm... apparently not, i don't have enough money to buy expensive branded stuff to begin with. #2: There was once my girlfriend and i were on a cab and the taxi driver was clueless on the route to take. it was quite bad because we didn't know the place very well and he didn't offer to stop the meter even though he knew that he was lost. he didn't make an attempt to find out where the place was by map either, Unacceptable. We decided to get out of his cab in the end. yes, though, because taxi rides are not completely avoidable and i had my fair share of good cabbies too!  Name : Liz Alexus Chng Age : 17 + Occupation: Student How often do you shop? : Everyday Online because its cheaper and more convenient. Most expensive thing bought: Esprit edc Biker jacket-$140 Most satisfied Customer Service: Just Steak! Occasionally. I normally go for the quality and design for it, as I think that branded clothes are to very costly and they are not worth it. I could actually get nicer and more worth it ones. Branded clothes to me is just like a name that you want others to see, and lift up to the status that you could actually afford it, but is not necessary because as long as one is comfortable, that’s all it matters! #2: Yes! I was at a cafe/pub with my family. The waiter serving drinks was very rude. She brought one of our drinks to our table and raised her voice saying the name of the drink. After that she slammed the drink on the table with great force and walked away with an unhappy face. She has no basic manners what so ever! And NO they was NO SERVICE RECOVERY I DID NOT GO BACK SINCE THAT UNFORTUNATE EVENT.  Name : Kimberly Felicity Chng Age : 17 + Occupation: Student How often do you shop? : Not very Often Most expensive thing bought: Ipod Touch #1: No, no need for it. No, be who you want to be, you don’t need care about what people think. If your friends think you look weird, they're not your friends. They should accept you for the way you are.  Name : Adrian Stephen Poon Age : 27 Occupation: Customer Service How often do you shop? : Occationally Most expensive thing bought: Taylor Guitar 414 CE – 2.3K Most satisfied Customer Service: Blackwood / Ebenex Music #1: Yes. No reason why, just wear whatever I want and feels comfortable Nope. I don't plan what to wear or carry. About my guitars, it will be because of tonal quality It's not because it's the "Best" but because the tone is like my flavour. It's like choosing a good pair of shoes. Except the pair that suits me belongs to the high price range category And the manufacturer just happens to make the type of guitar with the exact sound and feel which I like. Desire to get a John Mayer's signature Guitar: Apart from sounding good...It's the myth that "if I use so and so's signature guitar, I can sound like so and so" and it's also about prestige that comes along with it. Like if people look at you and you're carrying a John Mayer signature strat, the perception is either...,”1. This guy must be damn solid lar.” Or rather that's the feeling I hope to have |
TheCustomerperception
A lot of people say and it’s proven that customer perception is formed base on: • Pass experience • First impressions • Market effort • Product design • Product innovation • Pricing policies • Decor ambience • Consistency in quality & delivery • Advertising & promotion • Recommendation • In-store experience. These are not wrong but I personally strongly believe that a big part of customer perception are base on the culture, background and the way individual is being bought up in a particular environment. Take for instance, a particularly rich family who provides all the wants and desire of their child as requested. Quality and Brand have to be met and approved before purchasing. Product has to be of a minimum standard of Class such as: Louis Vuitton. A relatively large percentage of wealthy people desire quality customer service and satisfaction over and over again from certain organisations not only because they manage to gain customer loyalty and trust. But it also depends a lot on the egoism of the individual. Yes, the quality and name of the product is indeed very well establish but a lot of time its purchased due to one’s desire for acceptance, attention and judgement from people. On the other hand a large percentage of people that is of average or low income, humble and simple family background will think otherwise. As long as they get what they need, affordable at a reasonable price and lasting. Its sufficient. Brandings and imagine does not matter that much. I have learn that customer perception can only be controlled to a certain extend and those facts above are the reasons why target market exist. At organisation point of view, it is important to know what are the needs and demands of your customers and what stimulates their thinking which play a huge role in making the organisation’s name known. This is important for the growth and expectations of the organisation. This knowledge has impacted me to a large extend that doing business of any sort depends a lot on the thinking and perspective of customer. Is not about the money, the profit and how many products sold anymore, because without the customer’s approval, they will not purchase your product thus no profit will be made at all. These facts are relevant to me because people at our generation tend to focus too much on the making of product or something that will eventually be known to the people, instead of the people themselves. |
BuildingAServiceCulture
There are many definitions of a Service Culture. The one found in the Lecture notes will be: A Shared, Learned, Symbolic system of values, beliefs and attitude that shapes and influences perception and behaviour. Culture is different for each organization. No two organizations operate in the same manner, have the same focus, or provide management that accomplishes the same results. Among other things, a culture includes values, beliefs, norms, rituals, and practices of a group or organization. Any policy, procedure, action, or inaction on the part of an organization, and its employees contribute to the service culture. What is Service then? Work done by one person or a group that benefits another. It is simply, giving selflessly. Many times we look at service culture, we think of the way a specific organisation runs and the character of the people in there. How they feel, what do they do or practise and how did it impact external parties. This proves that the outcome or success that is achieve depends a lot on service culture in any organisation. . I personally feel that in any organisation, be it religiously or in business. There must be a vision, mission and Moto to follow. If not there will be no building, no struggles and with that there will be no growth but constant failure due to the lack of directions and purpose. I will always remember how important these are no matter what position you hold. Especially if you are a leader and you have no Mission, no Vision, and no goal. There is no way a team can be led to any growth or success. This concept and lesson has greatly impacted me and is still relevant till today and in years to come. I belong to an executive committee of a huge youth community. With so many people in the same community, it is very important to keep in touch with each and every one of them which includes taking take of their well being and their growth in the sub ministry that they are serving in. Without our mission as a community, we will not have anything to remind us of why we are serving again. We get tired and drained when we work too much. People also get tired and drained even if it was voluntarily. Therefore it is extremely important that we have a back bone to lean on whenever we fall short and do not give or serve to the best of our abilities. Our culture is that we live very strongly to our mission and vision with comprises both long and short term goals. We live lives together as one community and we remind each other the reason of the service we provide so often and the commitment we promised. |
DelightingYourCustomers
When you delight in somebody, you make somebody feel like they matter and experience a tangible service from you. Let’s just speak in a hospitality context. Questions that we have to ask ourselves are simply: How do we want to be treated or feel? Will you make friends with people who only talks about themselves? Will you feel welcome when you step into a group of people who are having inside jokes? Will you want to go to a person’s wedding dinner or your mate’s family gathering with your sleep wear? Would you rather your friend call you by name or just Miss, all the way? This is what I have learnt in this two years being a leader of a hospitality team in church. This have impacted me a lot because I use to be afraid of taking to people. After much experience, I realise that it is not that difficult! These are some of the tools! 1. We Have to become people who is interested in other people • You can make more friends if you are interested in them, instead of trying to make them interested in you. • It all comes around the same way to ourselves We are interested in others when they are interested in us. 2. Good First Impression • Smile! • Make yourself feel happy if you had a bad day. (eg. talk about something happy etc) • Feelings & Actions comes together. ( if you feel sad, do something happy, naturally your feelings will follow.) 3. A person’s Name of that person is the sweetest sound in any other language. • creates the connection • Feels unique; special & recognised. • Let’s make it a point to remember Names! 4. How do you sustain a conversation? • Be a good listener • Encourage the other person to talk about himself/herself, ask questions. • To be interesting, we must be interested. (Therefore, ask questions but at the same time be sensitive about it!) • Putting aside your own need to be heard, be selfless. Same goes to business organisations. To delight your customers we have to be interested in their needs and wants and demands so that they will know that they matter and are taken care of. People naturally draw near to people who are interested in them. It is proven and tested! |
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