The document discusses key aspects of providing excellent customer service. It covers characteristics of services, the importance of focusing on customers, developing positive attitudes and communication skills, and understanding customer expectations. The goal is to exceed customer expectations at every interaction to build loyalty and satisfaction. Customer service requires seeing things from the customer's perspective and prioritizing their needs.
The document discusses customer service and provides definitions and best practices. It defines service as identifying and efficiently meeting customers' obvious and hidden needs. It lists the types of customers an organization may have both internal and external. It also discusses the importance of good service, why customers leave, and how to achieve customer loyalty through excellent service, competence, and going above expectations.
Group Wide Service Excellence Mar 2022.pptxssuserb4bf60
The document provides an overview of service excellence basics for staff at Reddington Hospital Group. It covers key topics like what service is, the elements of quality service, skills needed for customer service, communication techniques, and resolving service issues. Staff are required to complete a questionnaire before and after the presentation. The presentation aims to establish a quality service culture and emphasizes that getting customer service right once is not enough - excellence must be provided at every touchpoint.
This document provides guidance on building strong customer service. It discusses the importance of understanding customers, both internal and external. Effective communication is key, including active listening and adapting to different communication styles. When handling complaints, acknowledge the problem and focus on solutions. Continuously work to improve customer service through reviews and customer feedback. The overall message is that outstanding customer service requires maintaining positive attitudes, communicating well, resolving issues, and making continuous improvements.
Customer service is important for retaining customers and employees. When dealing with customer queries, it is important to remain calm and solution-focused. The key steps are to understand the customer's perspective, identify the specific issue, and work with the customer to find an acceptable solution. Resolving complaints effectively can strengthen customer loyalty and satisfaction.
The Art of Intentional Customer Service.pptsubramanianS62
This document discusses best practices for providing intentional customer service. It emphasizes caring for customers through reliability, assurance, responsiveness, empathy, and attention to tangible details. Key aspects of customer service include keeping promises, addressing customer needs promptly, building trust through honesty and communication, treating customers with courtesy and respect, actively listening to understand their perspectives, and expressing gratitude. The overall mission is to partner with customers and help them through challenges with a caring, solutions-oriented attitude.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
The document discusses customer service and provides definitions and best practices. It defines service as identifying and efficiently meeting customers' obvious and hidden needs. It lists the types of customers an organization may have both internal and external. It also discusses the importance of good service, why customers leave, and how to achieve customer loyalty through excellent service, competence, and going above expectations.
Group Wide Service Excellence Mar 2022.pptxssuserb4bf60
The document provides an overview of service excellence basics for staff at Reddington Hospital Group. It covers key topics like what service is, the elements of quality service, skills needed for customer service, communication techniques, and resolving service issues. Staff are required to complete a questionnaire before and after the presentation. The presentation aims to establish a quality service culture and emphasizes that getting customer service right once is not enough - excellence must be provided at every touchpoint.
This document provides guidance on building strong customer service. It discusses the importance of understanding customers, both internal and external. Effective communication is key, including active listening and adapting to different communication styles. When handling complaints, acknowledge the problem and focus on solutions. Continuously work to improve customer service through reviews and customer feedback. The overall message is that outstanding customer service requires maintaining positive attitudes, communicating well, resolving issues, and making continuous improvements.
Customer service is important for retaining customers and employees. When dealing with customer queries, it is important to remain calm and solution-focused. The key steps are to understand the customer's perspective, identify the specific issue, and work with the customer to find an acceptable solution. Resolving complaints effectively can strengthen customer loyalty and satisfaction.
The Art of Intentional Customer Service.pptsubramanianS62
This document discusses best practices for providing intentional customer service. It emphasizes caring for customers through reliability, assurance, responsiveness, empathy, and attention to tangible details. Key aspects of customer service include keeping promises, addressing customer needs promptly, building trust through honesty and communication, treating customers with courtesy and respect, actively listening to understand their perspectives, and expressing gratitude. The overall mission is to partner with customers and help them through challenges with a caring, solutions-oriented attitude.
Customer care is important for three key reasons: it enhances customer satisfaction, increases organizational morale and satisfaction, and is crucial for business survival. Effective customer care requires being courteous, attentive, and respectful to customers. It also means understanding the customer experience and addressing issues from the customer's perspective to resolve problems and ensure satisfaction.
The document provides tips for achieving excellence in customer service. It discusses defining quality customer service as exceeding customer expectations by adding value. It emphasizes creating a quality service culture within an organization by treating all employees and customers with courtesy and respect. It also covers how to effectively handle complaints, seeing them as opportunities to improve service.
This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
This document outlines the objectives and content of a customer service training class. The key points are:
1) The class aims to help students identify internal and external customers, recognize how attitude affects customer service, identify customer needs, and deal with difficult customers.
2) Customers are defined as both external individuals who purchase products/services, and internal individuals within the organization who rely on support.
3) Good customer service is designed to enhance customer satisfaction by meeting or exceeding expectations.
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
General customer service workshop slidesAvic Chica
The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and explains that customers determine quality and are the reason for employment. Customers have expectations regarding respect, having their needs met, and satisfaction that come from past experiences. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and exceeding expectations.
General customer service workshop slidesAvic Chica
The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and notes they expect their needs to be understood, met, and for them to feel important. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and getting it right the first time. The document stresses that good customer service is a philosophy, not just a policy, and means exceeding customer expectations through responsiveness, reliability, respect, and reward.
This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, ownership and enthusiasm is emphasized as central to good customer service.
The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, empathy and ownership is emphasized as central to quality customer service.
The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, empathy and ownership is emphasized as central to quality customer service.
The document provides an outline for a basic frontline service course covering topics such as self-projection, client relations, conduct norms, and commitment. It also discusses concepts relevant to customer service including understanding customer expectations, effectively handling different customer types such as angry or impatient customers, and principles for maintaining positive customer relations through communication, empathy and addressing customer needs. The overall focus is on equipping frontline workers with the skills and mindset needed to deliver satisfactory customer service.
This document provides an introduction to customer relationship management (CRM). It discusses key CRM concepts like the customer life cycle, types of CRM, and customer lifetime value. The customer life cycle involves five stages: reach, acquisition, conversion, retention, and loyalty. Three main types of CRM are strategic, operational, and analytical. Customer lifetime value is calculated using a formula that incorporates factors like margins per customer, retention rates, and discount rates to estimate the long-term value of a customer.
This document discusses the importance of customer service and how to effectively serve customers. It defines what customer service is and explains that customers are the most important part of any business. It also outlines how customer expectations have changed over time, with today's customers being more involved in the product research process. The document provides tips for demonstrating good customer service, such as greeting customers, understanding their needs, explaining products, suggesting additional items, and thanking customers. It also discusses how to properly handle complaints and deal with different customer personalities. Retaining customers is important as it leads to increased sales, market strength, and reduced costs.
This document provides guidance on effective customer service. It discusses communicating well with customers, creating a positive impression, developing service standards, and planning good customer experiences. Key aspects covered include having the right attitude, skills, and behaviors when interacting with customers, such as active listening, managing difficult situations, and ensuring a welcoming environment. The goal is to meet customers' needs, build rapport, guarantee return visits, and provide consistently excellent service.
This document discusses the importance of using AIDET communication techniques with both internal and external customers in a healthcare setting. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various interactions.
This document discusses the importance of using AIDET communication techniques with both internal and external customers. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various customer interactions.
This document discusses the importance of using AIDET communication techniques with both internal and external customers. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various customer interactions.
The document discusses key aspects of quality customer service, including understanding service culture, developing communication skills, addressing customer needs, and resolving service issues. It emphasizes the importance of reliability, assurance, tangibles, empathy and responsiveness. Good listening skills, verbal and non-verbal communication, and addressing different customer behavior styles and needs are also covered.
The document is a dictionary of behavioural competencies for jobs at a university. It defines competencies as observable skills, knowledge and traits needed for job performance. Each competency includes a definition and proficiency scale with behavioral indicators for different levels. The dictionary can be used for recruitment, development and performance management. It provides competencies and scales for skills like adaptability, analytical thinking, client focus, communication, and continuous learning to help assess and develop employees.
This document provides information about competencies and behavioral indicators for various positions within the Bassett Unified School District. It includes a competency dictionary that defines competencies and lists them at different mastery levels. For each competency, behavioral indicators are provided as examples of behaviors associated with that competency at each level. The document aims to provide a framework for assessing competencies and positioning employees at the appropriate mastery level based on exhibited behaviors. It covers competencies such as accountability, adaptability, conflict management, and continuous learning among others.
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Similar to LDQ- Training material- Handout- Customer service- Delight customers.ppt
This document provides an overview of a customer service seminar. It discusses key topics like the different types of customers, what customer service is, why service can be difficult to define, and tips for handling complaints. It also covers assessing customer service skills and emphasizes the importance of having a positive attitude when dealing with customers.
This document outlines the objectives and content of a customer service training class. The key points are:
1) The class aims to help students identify internal and external customers, recognize how attitude affects customer service, identify customer needs, and deal with difficult customers.
2) Customers are defined as both external individuals who purchase products/services, and internal individuals within the organization who rely on support.
3) Good customer service is designed to enhance customer satisfaction by meeting or exceeding expectations.
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
General customer service workshop slidesAvic Chica
The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and explains that customers determine quality and are the reason for employment. Customers have expectations regarding respect, having their needs met, and satisfaction that come from past experiences. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and exceeding expectations.
General customer service workshop slidesAvic Chica
The document discusses key aspects of providing quality customer service, including recognizing that customer service is dependent on individual behavior and developing problem-solving skills. It defines customers as both internal and external and notes they expect their needs to be understood, met, and for them to feel important. Quality customer service means meeting and exceeding customer expectations through principles like resolving issues quickly and getting it right the first time. The document stresses that good customer service is a philosophy, not just a policy, and means exceeding customer expectations through responsiveness, reliability, respect, and reward.
This document provides an overview of key concepts for effective customer service. It discusses closing common service gaps through standards, delivery, communication and knowledge. Good customer service involves communicating effectively with customers through skills like active listening, questioning, and using positive body language. Maintaining high service standards, dealing with special customer needs, and planning for good customer experiences are also covered. The document provides guidance for presenting a positive organizational image and dealing with difficult customer situations.
The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, ownership and enthusiasm is emphasized as central to good customer service.
The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, empathy and ownership is emphasized as central to quality customer service.
The document discusses key aspects of providing good customer service, including identifying different types of customers, both internal and external; focusing on caring responses and problem resolution; understanding that customers want friendly, flexible, timely service and solutions to issues; and recognizing that customer service is as much about attitude as techniques. Maintaining a positive attitude through confidence, courtesy, empathy and ownership is emphasized as central to quality customer service.
The document provides an outline for a basic frontline service course covering topics such as self-projection, client relations, conduct norms, and commitment. It also discusses concepts relevant to customer service including understanding customer expectations, effectively handling different customer types such as angry or impatient customers, and principles for maintaining positive customer relations through communication, empathy and addressing customer needs. The overall focus is on equipping frontline workers with the skills and mindset needed to deliver satisfactory customer service.
This document provides an introduction to customer relationship management (CRM). It discusses key CRM concepts like the customer life cycle, types of CRM, and customer lifetime value. The customer life cycle involves five stages: reach, acquisition, conversion, retention, and loyalty. Three main types of CRM are strategic, operational, and analytical. Customer lifetime value is calculated using a formula that incorporates factors like margins per customer, retention rates, and discount rates to estimate the long-term value of a customer.
This document discusses the importance of customer service and how to effectively serve customers. It defines what customer service is and explains that customers are the most important part of any business. It also outlines how customer expectations have changed over time, with today's customers being more involved in the product research process. The document provides tips for demonstrating good customer service, such as greeting customers, understanding their needs, explaining products, suggesting additional items, and thanking customers. It also discusses how to properly handle complaints and deal with different customer personalities. Retaining customers is important as it leads to increased sales, market strength, and reduced costs.
This document provides guidance on effective customer service. It discusses communicating well with customers, creating a positive impression, developing service standards, and planning good customer experiences. Key aspects covered include having the right attitude, skills, and behaviors when interacting with customers, such as active listening, managing difficult situations, and ensuring a welcoming environment. The goal is to meet customers' needs, build rapport, guarantee return visits, and provide consistently excellent service.
This document discusses the importance of using AIDET communication techniques with both internal and external customers in a healthcare setting. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various interactions.
This document discusses the importance of using AIDET communication techniques with both internal and external customers. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various customer interactions.
This document discusses the importance of using AIDET communication techniques with both internal and external customers. It explains that AIDET, which stands for Acknowledge, Introduce, Explanation, Thank You, and Duration, helps reduce anxiety and improve satisfaction by establishing trust. When used with patients, AIDET can decrease anxiety, improve compliance for better outcomes, create a safe care environment, and build customer loyalty. With coworkers, AIDET reduces anxiety, improves teamwork, creates a more efficient work environment, and builds loyalty. The document provides tips and examples for using different elements of AIDET in various customer interactions.
The document discusses key aspects of quality customer service, including understanding service culture, developing communication skills, addressing customer needs, and resolving service issues. It emphasizes the importance of reliability, assurance, tangibles, empathy and responsiveness. Good listening skills, verbal and non-verbal communication, and addressing different customer behavior styles and needs are also covered.
Similar to LDQ- Training material- Handout- Customer service- Delight customers.ppt (20)
The document is a dictionary of behavioural competencies for jobs at a university. It defines competencies as observable skills, knowledge and traits needed for job performance. Each competency includes a definition and proficiency scale with behavioral indicators for different levels. The dictionary can be used for recruitment, development and performance management. It provides competencies and scales for skills like adaptability, analytical thinking, client focus, communication, and continuous learning to help assess and develop employees.
This document provides information about competencies and behavioral indicators for various positions within the Bassett Unified School District. It includes a competency dictionary that defines competencies and lists them at different mastery levels. For each competency, behavioral indicators are provided as examples of behaviors associated with that competency at each level. The document aims to provide a framework for assessing competencies and positioning employees at the appropriate mastery level based on exhibited behaviors. It covers competencies such as accountability, adaptability, conflict management, and continuous learning among others.
This two-day course on business analysis introduces key concepts and skills. Day 1 covers understanding business needs, planning requirements development, gathering requirements through interviews and workshops, formulating requirements, and ensuring shared understanding of requirements. Reaching consensus is important for sign-off. Business analysis involves understanding the strategic context, stakeholders, and applying a structured process to effectively capture and communicate requirements.
This two-day course on business analysis introduces key concepts and skills. Day 1 covers understanding the business need and strategic direction, planning the requirements development process, gathering information through interviews and workshops, and formulating requirements. Ensuring shared understanding of requirements is also discussed. Techniques for interviews like open and closed questioning, paraphrasing, and identifying significance are covered. The importance of planning the requirements process, listening, and overcoming communication barriers are emphasized. Reaching consensus and signing off on requirements is also addressed.
This document discusses managing corporate performance using the balanced scorecard approach. It introduces the balanced scorecard and explains its four perspectives: financial, customer, internal business processes, and learning and growth. An effective performance management system requires infrastructure, a performance culture, and ongoing processes. A strategy map is used to translate a company's strategy into objectives and measures across the four perspectives. Key performance indicators are identified and monitored through the balanced scorecard to ensure the organization is progressing toward its strategic goals in a balanced manner.
This document provides a detailed 7-step process for planning an audit from scratch when auditing an area that has not been routinely audited before. The steps include: 1) initial audit planning; 2) assessing risks and obtaining subject matter expertise; 3) leveraging the COSO framework; 4) making an initial document request; 5) preparing for a planning meeting; 6) preparing the audit program; and 7) obtaining multiple levels of review and approval of the audit program before beginning fieldwork. Following these steps helps auditors develop a comprehensive audit scope and program to evaluate both the design and operating effectiveness of key controls for important processes that support the organization's objectives.
The document discusses how AI skills are accelerating globally based on an analysis of LinkedIn member profile and job posting data, with skills related to generative AI like ChatGPT growing the fastest; while executives are optimistic that generative AI can increase productivity, professionals are most interested in using AI to reduce administrative tasks and focus on more engaging work; the report also explores how generative AI is starting to be used in different industries and occupations, both reducing routine tasks while creating demand for new specialized skills.
Technological convergence over the next decade is expected to drive unprecedented economic growth through the combining of five major innovation platforms: artificial intelligence, public blockchains, multiomic sequencing, energy storage, and robotics. As these platforms converge, they are projected to transform industries and accelerate global GDP growth to over 7% annually, compared to the 3% historical average. Artificial intelligence in particular is seen as the central catalyst, with its adoption potentially generating over $220 trillion in new equity value by 2030 and annual returns over 40%. This convergence of technologies is presented as a new wave of general purpose technologies that could dwarf the economic impacts of previous industrial revolutions.
Advanced Product Quality Planning (APQP) is a methodology used to develop products and processes to help ensure they will meet customer requirements. It involves 5 phases - Planning, Product Design and Development, Process Design and Development, Product and Process Validation, and Production. The goal is to plan thoroughly at each stage, address potential issues proactively, and validate designs before production to facilitate communication and customer satisfaction.
This document provides a summary of key performance indicators (KPIs) for the operations department of a bakery company for the 2020/2021 year. It discusses quality, cost, delivery, safety, and ethics KPIs. For quality, KPIs such as defects per million opportunities, good manufacturing practices compliance, and number of customer complaints are presented. For costs, KPIs like cost of goods manufactured per unit and employees' costs as a percentage of total manufacturing costs are presented. Delivery KPIs include number of routes and average sales per route per day. Safety KPIs include recordable incidents rate.
1. An organization's structure must be aligned with its strategy to achieve goals. Structure supports strategy.
2. There are different types of organizational structures including functional, divisional, process, and matrix. A functional structure groups employees by department while a divisional structure separates larger companies into smaller divisions.
3. Organizations have three levels of management - top-level managers oversee the organization, middle managers execute plans, and first-level managers directly supervise employees. Each level has different responsibilities.
This document discusses how AI-powered reskilling using ChatGPT can help organizations prepare their workforce for the future. It outlines the benefits of reskilling such as enhanced productivity, talent retention and innovation. It also provides examples of how ChatGPT can be used for interactive learning and virtual mentoring. The document shares case studies of companies that successfully used ChatGPT for reskilling and concludes by emphasizing the importance of embracing AI technologies and cultivating a culture of continuous learning.
This document provides an overview of Agile project management. It defines Agile as an iterative approach that embraces changing requirements. The key aspects covered include the 12 Agile principles, the typical Agile development cycle of iterative planning, implementation and testing, and the advantages of increased flexibility and faster delivery. Specific methodologies like Scrum and Kanban are described, along with their benefits such as transparency for Scrum, and how to get started with Agile practices.
This document provides an overview of the Vietnam job market and salary trends for 2024. It notes that while 2023 presented economic challenges for Vietnam due to global instability and local difficulties, the economy is on a positive trajectory supported by government measures. The job market remains cautious, with 74% of businesses expecting limited to modest growth and some planning to cut workforces. Key skills in demand include change management, leadership, and digital/technological abilities. The salary guide provides compensation data for various industries in Vietnam.
The document provides an overview of A3 thinking, which is a structured problem-solving approach developed as part of the Toyota Production System. Some key points:
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- The approach supports use of data to understand problems and determine if countermeasures were effective. It can be used to solve problems at all organizational levels from strategic to operational.
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1. Organizations must tie DEI efforts directly to business outcomes in order to truly prioritize them and avoid failure. Embedding diversity initiatives throughout the organization is key to success.
2. Companies that focus on diversity efforts using data financially outperform those that do not. Research shows benefits like boosting creativity and innovation as well as increased profits.
3. When DEI is interwoven with how success is measured and the CDO is given resources and support, initiatives are more likely to achieve lasting impact and change.
150+ KPI for All Departement [Comperhensive List].pdfnguyenanvuong2007
The document provides a comprehensive list of over 150 key performance indicators (KPIs) for various departments and functions including marketing, social media, sales, operations, customer service, finance, management, project management, HR, IT, and recruitment. It includes example KPIs such as marketing qualified leads, cost per acquisition, net promoter score, social media reach and engagement, lead conversion rate, revenue per employee, customer satisfaction score, budget variance, and time to hire. The KPIs are intended to help employers measure and track important metrics for goal setting, decision making and performance improvement.
The document discusses a list of 100 productivity tips that were compiled from hundreds of online articles. The tips are organized into categories like time management, distractions, email, etc. Each tip provides its utility score out of 100 and difficulty. The document explains that the tips were ranked based on these scores to produce a definitive top 100 list. It encourages the reader to try out different tips to see which ones work best for improving their productivity.
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Our template features a clean, modern design that is both visually appealing and highly functional. The layout is structured to highlight your most relevant qualifications, skills, and experiences in a way that is easy to read and follow. With clearly defined sections, hiring managers can quickly find the information they need, making your application stand out from the rest.
Fully Editable and Customizable
We understand that every civil engineer has a unique career path and set of experiences. That's why our resume template is fully editable and customizable. You can easily modify the sections, headings, and content to best reflect your individual qualifications and career highlights. Whether you’re a seasoned professional with years of experience or a recent graduate entering the field, this template can be tailored to suit your specific needs.
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In today’s job market, many companies use Applicant Tracking Systems (ATS) to streamline their hiring process. Our template is designed with ATS compatibility in mind, ensuring that your resume passes through these systems without a hitch. We focus on clean formatting, strategic keyword placement, and logical structure to maximize your chances of getting noticed by hiring managers.
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Comprehensive HR Practices and Organizational Culture Analysis: Internship Re...SAI KAILASH R
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Harvard Business Review: How TA is transforming with AI and automation.
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People are every organization’s greatest asset, and having the right mix of skills and experience is key to sustained business success. Harvard Business Review Analytic Services conducted a global survey of 326 respondents familiar with their organization’s talent acquisition process, and present their findings on the future of the industry.
The Most Common Workplace Assessments — and Making Them Usefulexperienceprosarah
In today's rapidly evolving work environment, workplace assessments are pivotal at every career stage, playing a crucial role in recruiting, matching roles and responsibilities, training and development, succession planning, motivation, teamwork enhancement, and leadership development. The presentation "The Most Common Workplace Assessments — and Making Them Useful" delves into the significance and application of these assessments to unlock team potential.
Workplace assessments form a substantial part of a $500-million industry, growing at a rate of 10% annually. They are categorized into two main types: competence and behavioral assessments. Competence assessments evaluate skills and knowledge through various tests such as job knowledge quizzes, cognitive ability tests, skills assessments, and physical ability tests. Behavioral assessments, including the Myers-Briggs Type Indicator (MBTI), Hogan Personality Inventory, DiSC Behavior Inventory, IPIP-NEO, and Kolbe Index, focus on personality traits and soft skills.
The presentation also discusses the ongoing debate in HR regarding the effectiveness of competence versus behavioral assessments. With the rapid pace of change in the workplace, behavioral assessments are seen as more predictive of future success. However, a balanced approach that recognizes the limitations of skill-based predictions is advocated.
To make assessments truly useful, the presentation emphasizes the importance of reviewing data objectively, avoiding pigeon-holing, being aware of confirmation bias, and recognizing potential biases related to age, gender, and race. Best practices for using assessments include defining business goals, communicating these goals to employees, ensuring reliable testing through proctoring, and sharing results with employees for feedback.
Effective use of assessments leads to numerous benefits such as improved hiring processes, increased employee motivation, reduced turnover, enhanced training and development programs, and better promotion decisions. The presentation concludes by highlighting that workplace assessments are powerful tools for growth and should be used intentionally for best results.
The call to action encourages viewers to read the blog post for more insights on transforming their teams into powerhouses of productivity and passion.
3. SERVICE v/s SERVICES
•Services are things you do for your customers
•Service is how well an organization does what it
does.
4. SERVICES MARKETING MIX :
BEYOND THE FOUR P’s
ë Product
ë Price
ë Promotion
ë Place
ë People in Services
ë Physical Evidence in Services
ë Process in Services
6. WHAT IS CUSTOMER SERVICE ?
Putting people behind products and
services
Treating customers with respect,
individuality and personal attention
7. TWO TYPES OF ORGANISATIONS
The In - focussed Company
The Customer focussed Company
8. OBSESSION WITH CUSTOMER
The Customer is the business’s biggest
asset
The Customer pays all salaries, wages
and dividends
The Customer will go where s/he
receives the best attention
You must be your customer’s best
choice !
9. WHO IS OUR CUSTOMER ?
Not necessarily those who pay but
All those whom we serve
Paying Customer Boss
Colleagues Subordinates
Wife Children
Parents Relative
Neighbours Environment
Fellow Human Beings
10. GOLDEN RULES
Ask not what the customer will do for you !
Assume not what the customer expects from you !
Find out the customer’s expectation and meet it.
WE ARE BORN TO SERVE OTHERS
“SURVIVAL OF THE USEFUL”
11. THE SPIRIT OF SERVICE
Attitude is based on certain values & beliefs
about people, life and work, that leads a
person to willingly serve others and take
pride in his or her work.
14. BAD SERVICE v/s GOOD SERVICE
My Treatment
When
My Expectations
Is less
Than
This
=
Bad
Service
GOOD SERVICE IS GIVING CUSTOMERS A LITTLE MORE
THAN WHAT THEY EXPECT
When
My Treatment
exceeds
My Expectations This
=
Good
Service
15. HOW CUSTOMERS DEVELOP
EXPECTATIONS ?
Marketing communication channels
Word of mouth
Previous experience with the
Organisation / Employee
Previous experiences with similar
Organisations
16. EXCELLENT SERVICE
Excellent Service =
Enjoying
Giving people little more than they expect
The best service companies have a passion for
service excellence !
Providers of service excellence do it with energy
and enthusiasm !
Excellent service is a win/win/win experience !
In today’s competitive market place the
customer decides who wins and who loses.
18. CUSTOMER CARE
e It is not enough just to give good service
e The Customer must perceive the fact that
he is getting good service
19. HANDLING CUSTOMER
COMPLAINTS
Doing the
job right
the first
time
Effective
Complaint
Handling
+
Increased
Customer
satisfaction
& brand
loyalty
=
IMPORTANCE OF COMPLAINTS
Gives us another chance to improve our service
20. SOURCES OF CUSTOMER
COMPLAINTS
Delivery problems
Installation problems
Lack of information on product use
Problems with enforcement of warranties
Lack of knowledge of the sales person
Indifferent attitude of the personnel
21. FEW ESSENTIALS
STATE OF MIND
POSITIVE ATTITUDE
ABILITY TO
MANAGE YOURSELF
COMMUNICATION
SKILLS
ENTHUSIASM
SELF ESTEEM & ASSERTIVENESS
24. DIFFERENT EGO STATES
Parent Ego State
Critical Parent
Laying down rules
Lecturing
Hiding behind
regulations
Refusing to
negotiate or
compromise
Nurturing Parent
Caring
Concerned
Encouraging
Supportive
Warm &
Affectionate
25. DIFFERENT EGO STATES
Adult Ego State
Reasonable
Calm
Thoughtful
Clear thinking
Negotiating
Not bullying
Not caving in
Not steamrolling others
Self-evaluating
35. A POSITIVE ATTITUDE
MAKES A DIFFERENCE
Always be positive and enthusiastic
Smile, be friendly and positive
Try to meet a customer’s reasonable request
Customer doesn’t care if you are having a bad
day
You should leave your problems at home
Customers expect to get what they pay for
Your good attitude will make work enjoyable for
you and your customers
36. POSITIVE ATTITUDE
What is Attitude?
Attitude is the way we look at things.
Two types of Attitudes
Positive Negative
The foundation of your success is positive Attitude.
37. FACTORS THAT DETERMINE
OUR ATTITUDE
ENVIRONMENT
Home, School, Work,
Television, Newspapers, Magazines,
Books, Cultural & Religious
background, Traditions & Beliefs,
Social environment.
EXPERIENCES
Our behavior changes
according to our experiences with
people and events in our life.
EDUCATION
Formal & Informal
38. COMMUNICATION SKILLS
Effective rules for effective
communication :
Speak the same language
Make sure every word is heard clearly
Repeat important information
41. ACTIVE LISTENING
•Quiten your own mind
•Control the environment
•Use positive nonverbal signals
•Use positive verbal signals
•Use pauses
•Summarize
•Avoid unhelpful behaviors
•Listen carefully to what is being said
42. SELF-ESTEEM
Self-esteem is the way we feel about ourselves.
When we feel good about ourselves:
Our performance goes up
Our relationships improve - at home & outside
The whole world looks nicer
There is a direct co-relation between feeling and
behavior.
43. SIGNS OF SELF-ESTEEM
A person with self-esteem:
Pushes on, in spite of setbacks and obstacles in his
path
Adjusts easily to whatever is
Knows how to relax
Trusts others - others find him trustworthy
Helps others without hesitation
Appreciates whatever good is there in others
44. LOOK IN THE MIRROR
What do you see of yourself?
Do you look confident?
Do you look healthy?
Do you have a pleasing personality?
Are you happy with your self image?
47. IMPORTANCE OF ASSERTIVENESS
•Assertive people are much more likely to get
more of what they want.
•Assertive people feel good about themselves and
their behavior.
48. BENEFITS OF BEING ASSERTIVE
•You will manage your time and stress levels
more effectively by setting realistic limits.
•You can influence others by stating your
preferences and opinions clearly and in an
appropriately, easily-heard way.
•You will learn more quickly what others think or
would prefer.
•You will deal with problems more easily.
49. WHEN TO SAY NO !
Government rules and regulations
Company policies and procedures
Out of stock
Just not possible
50. DEFINITION:
Divine transport - intense emotion which leads
to joyous action
Enthusiasm is the best communication tool:
•Enthusiasm liberates
•Enthusiasm provides energy
•Enthusiasm is contagious
•Enthusiasm is a skill and not a GIFT
ENTHUSIASM
51. LOOK GOOD
•90% of us make decisions
about others in a few
minutes.
•Over 50% of our personal
impact is through our
appearance, our body
language and facial
expressions.
52. MANAGING YOURSELF
Do not return anger for anger
Avoid fuelling the anger
Keep control of the situation
Be quiet and listen
Don’t make excuses
Recognise the customer’s feelings
Probe
Solve problem
Soothe problem
Apologise whenever required
53. YOU ARE A WINNER
•YOU ARE
PROGRAMMED BY GOD
& NATURE TO BE
SOMEONE
•YOU ARE TODAY THE
RESULT OF WHAT YOU
HAVE THOUGHT
YOURSELF INTO
BECOMING
54. QUALITY
Quality of a product or service is what the
customer feels it is.
Customer judges quality on :
Responsiveness
Competence
Courteousness
Sensitivity
Consistency
55. THE FIRST 4 &
THE LAST 2 MINUTES
How to maximise :
Avoid ritual or routine activity or standard phrases
Smile - even if it is on the telephone
Avoid moans, groans and negative comments,
about self, weather, work, another person, etc.
Deal with customers in turn, make every
customer your favourite
Avoid rushing or doing too many things at once
56. Get the Customer’s name as soon as possible
and use it
Look at people. Take an interest in them. Pay
attention to how they are, what they are, what
they are doing and saying
Don’t chat to other staff when customers are
about
Greet them with enthusiasm and look for
positive, genuine things to say about them
THE FIRST 4 &
THE LAST 2 MINUTES
57. THE FIRST 4 &
THE LAST 2 MINUTES
Assess what kind of help they want :
To be left alone
To be approached
To be chatted to
To be direct with
Have something positive to say when you
or they leave
Get a definite closure, don’t let it just ebb
away
58. QUALITY OF EXPERIENCES
AFFECTS CUSTOMER PERCEPTIONS
Define the Customer’s ‘Moments of Truth’
Moments of Magic Moments of Misery
59. MOMENTS OF TRUTH
When what is communicated at Moments
of Truth is that :
The Customer is Respected
And Understood
And treated Genuinely,
The foundations are laid for
Quality Service
60. CUSTOMER LOYALTY
A Customer is loyal when over time, he has received
consistent, prompt, and courteous service and
products
Customer loyalty is encouraged by four principles :
Good products at fair prices
Effort
Consistency
Attention to ‘little’ things
61. SERVICE v/s SERVICES
•Services are things you do for your customers
•Service is how well an organization does what it
does.
64. YOU ARE ON STAGE
When you’re serving a customer,
you’re on stage
Are you dressed for the part ?
Do you know your lines ?
Do you understand the play ?
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