HOSPATILITY 3 assingment

ASSINGMENT 0F CUSTOMER CARE : 

ASSINGMENT 0F CUSTOMER CARE SUBBMITED TO: MR. MOHIT GOPAL SUBBMITED BY: JANKI VALLABH SAINI

ACKNOWLEDGMENT : 

I SINCERELY THANK TO THE ALMIGHTY GOD THEN TO THE CENTRE HEAD OF FRANKFINN INSTITUTE OF AIRHOSTESS TRAINING, Mrs. KAMAL SAINI, AFTER THAT TO MY VERY EXPERIENCED ACCESSOR MR.MOHIT GOPAL.THEN TO MY PARENTS AND LAST NOT THE LEAST MY SOME FRIENDS . ACKNOWLEDGMENT

PEOPLE OF INDUSTRY : 

The people industry’s focus is only on customer/client satisfaction and growth. Development of service industry started in U.S.A. and grew across Europe. It is a very strong component of the economy and is growing continuously. Growth and development of the people industry indicates the development of an economy PEOPLE OF INDUSTRY

Customer care : 

The art of customer care is a gift within all of us which needs to be fine-tuned, similar to a musical instrument being tuned before a programme. Customer: it means the user of a service which you provide. Care: it means assistance, concern, interest or emotion. Customer care

CUSTOMER CARE WORKSHOP : 

Now we can call the customer is Queen and king. Very often, we take our existing customers for granted, letting complacency take over and not doing that extra bit or going an extra mile. In this fast moving world of changing tastes and influences, retaining a customer’s loyalty is critical to success and easy, provided you always follow the golden principal “put yourself in the client shoes” and you “treat them the way you would like to be treated” and feel the customer happy and comfortable. CUSTOMER CARE WORKSHOP

Customer : 

Customer “A Customer is the most important visitor in our premises. He is not dependent on us, we are dependent on him. He is not an interruption in our work. He is not an outsider in our business, he is a part of it. We are not doing a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”

BASIC NEEDS OF CUSTOMER : 

Physiological needs: It related to protection against heat, cold, rain in respect of room and related to epilate, thrust in case of food. Economic needs: Its means value for money (getting returns worth the money spent) Social needs: Attending function and gathering to meets others, going out with friends. Psychological needs: Enhancement for self pride, need for variety. BASIC NEEDS OF CUSTOMER

EXPECTATIONS AS A CUSTOMER : 

We should be the best in the world: logically so and we do practice this art in our daily lives without being aware of it. As a customer, I want a positive attitude from serving human being. A customer wants only to fulfilled there needs and avail the good service from a servicing sector. Every customer gets things in right time at reasonable price. They wants that service provider is easy to contact with us. They wants that service should be very good and psychological and physically secure. EXPECTATIONS AS A CUSTOMER

Slide 9: 

I am an external customer, and I went to RICHLOOK SHOWROOM at yesterday evening with my elder brother. Then we get interact with a external customer, they simile and wish us as time and then asked us to be sit, then they asked us for coffee or cold drink, then they said how can we help you sir and then we told them to show us a formal dress, he shows us so many types of coat but we get confused that which type of coat suit us. The shopkeeper then showing those coat wearing by their own, and then he also said u also try that. Then we select one dress and our confusion get cleared. When I had a interaction with internal customer

Slide 10: 

We get very satisfaction with their service and we feels more comfortable. As I’m external customer I noticed that their service was very much sufficient and they fulfills my needs as I want. When I went their I get surprising by their service, they are over my desired, I didn’t expect from them this type of service, but they surprised me. I am very much happy that they understand my needs, they listen to me patiently. They attend me very respectively and considerate, they also take care for me. They don’t give me any time for any quarries, they are very attentively listen to me and their facilities are very inspiring. And lastly when we purchase the coat the manger give us a coupon of 30% off, he said us that when we come again we get 30% discount in any type of cloths and then we smiled and said thank you, they answered thank you sir have a nice day come again. . . . .

Slide 11: 

When I got opportunity to be a service provider, I totally fulfills my customer needs with full satisfaction of their and never give time for any quarries about us. I would provides that type of service to our customer so that they comes to my shop again and again for avails services from us. And if they got happy with our service I’ll defiantly says they told about our services to others also….so, by these our business would get more benefit. IF I WERE IN THE PLACE OF THE SERVICE PROVIDER THAT I NOTICED IN THE PROJECT, HOW DIFFERENTLY WOULD I RENDER SERVICE TO OUR CUSTOMER

: 

for getting benefit, I have to take some actions like::: Service organizations are expected to deliver consistently. Word of mouth provides positive/negative publicity. When things go wrong, overcompensate i.e. handsome gesture invariably pays and cost of miserly response is in calculated. Our 1st impression is decisive. Interaction affects perception of quality. Undersell rather than oversell. Make them know how to use any product.

Slide 13: 

Provide a clean, tidy and welcoming environment. Service should be friendly technology. Reduce waiting timings There should be some solicit feedback from customer. If there is no complaints-it does not means satisfaction, it means there are some dissatisfied customers decided never to come. There should not be miss communication or any negative attitude. Customer handling skills should be very sufficient and good enough.

Slide 14: 

REFERANCE I Went to Richlook showroom, and I really get so happy with there service they provides me every service which I didn’t except from them, and there atmosphere is good enough. Lastly I have to says that the responsibility is on you, whether you want the satisfaction of maintaining an old relation ship or try to make a new one.

conclusion : 

conclusion After all this assignment, the conclusion is come out is that I don’t get any mistake or any quarries in service which I avail. So I can say that you must have to go avail and enjoy their services. And you can fulfills there needs with our afford able price. By doing this we can gain some knowledge about our service sectors and also gets benefit of these services. Conclusion is come out that the service provider should promise less and delivered more to customer.

Slide 16: 

THANK YOU