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Public For Public Use
Public For Public Use
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Group Sharing
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Group Sharing
Recall a time when you wanted so much to help a
friend or a relative with his/her concern about a
Globe subscription, but you were unable to.
• What was the concern?
• What did you try to do?
• What did you wish you were capable of to be able to
help?
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In my workplace
CRIMINAL / DESIRED /
BASIC / SURPRISING /
EXPECTED WONDERFUL
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In my workplace
CRIMINAL /
BASIC /
EXPECTED
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In my workplace
DESIRED /
SURPRISING /
WONDERFUL
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Workshop: The Irritated Agent
- If you were the customer, how would you rate the service
provided?
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Barriers to Wonderful Service
EXCUSES
SHAME
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BLAME
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Workshop
1.I can’t help it. The machine 6. I did the best I could, but I 11.Sorry about the mistake. I
broke down. didn’t have enough time. am not good with numbers.
2.It wasn’t me. He did it. 7. The instructions weren’t 12.My supervisor did not
3.I don’t know how. Nobody clear. inform me about this. You
taught me. 8. Sorry, we are understaffed have to come back
4.The customer didn’t know right now. tomorrow.
what he wanted. 9. Everyone is out at the 13.It wouldn’t be a problem if
5.I can’t remember. I don’t moment. It’s lunchtime. the other department had
have a good memory for 10.You should have told me not made the mistake.
details. earlier. I can’t do anything
about it now.
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Sharing
Have you experienced service ABOVE your expectations? Where
and when did it happen? Who was the service provider? How did
you feel?
Short-term Strategy:
Under Promise; Over Deliver.
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How do we manage Customer Expectations?
Long-term Strategy:
Clear Kept Promises
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How do we manage Customer Expectations?
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Handling
Difficult
Situations
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Handling Difficult Situations
Facing a friend or a relative who is upset or angry about Globe can be a stressful and
difficult situation. When it happens, you naturally react.
• How does your body react? What happens to your muscles, your
breathing, your face, eyes and hands?
• What thoughts go through your mind? What do you think about the
other person? What do you think about the situation?
• What feelings do you experience? What words would describe your
emotions?
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Different Customers, Different Emotions
A Complaint is a Gift
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Different Customers, Different Emotions
1 Counting UP!
(calms your mind)
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