STUDENT GREAT CORE MODULE WORKSHEET : Cell Repair Shop at Lindale Mall

STUDENT GREAT CORE MODULE WORKSHEET                          Name: Mira Aryuni

·       From a customer’s perspective, “each person   who works in a company is the company.”

·       Each Customer needs to feel valued and appreciated.    68% of customers leave because they feel they are being treated indifferently (service is neither good nor bad). 

·       Bad Experiences    91 % of dissatisfied customers will not buy from the establishment again. Social Media makes it possible to spread the word fast.

·       Only 4% of disgruntled customers report their complaints:  This means that 96 % don’t come back.

o   Negative feedback is your friend because _______________________________________

·       Happy Customers

o   Purchase repeatedly

o   Buy variety of items

o   Refer others

o   Know the company so repeat sales don’t take much time or effort.

·       Stopping 5% from being unhappy can increase your profits by as much as ____%--depending upon repeat business.   50% can double the growth of the organization.

§  20/80 rule—20 % of customers generate 80 % of the profit.

(Statistics from:  Customer Service 21^st Century, Southwestern Cengage. 2008 )

·       Author Ken Blanchard uses the term raving fan to describe a happy customer that spreads the good word of the company.                                                                        (Ken Blanchard, RAVING FANS)

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 (GREAT:  Permission 2013: Hills Bank and Trust Company, Iowa)

Principles - Notes Section:

G:  Greeting = make eye contact immediately and greet visitor warmly

R:  Recognition/Relationship = Get to know customer

E: Exceed expectation = GO beyond customer expectation (Green star)

A: Accept responsibility/Accountability = Take ownership of the problem

T: Thanks = end with thank you

Video Notes	Meets Criteria	Doesn’t Meet Criteria
G:  Greeting R:  Recognition/Relationships E:  Exceed Expectations A:  Accept Responsibility/Accountability T:  Thanks	She greeting in a good way She provided information that he need She helped the student with giving solution She said thank you in the end	She is not really get along with customer and did not keep eye contact

Page 2: Student Main Worksheet                                                                                       Name: Mira Aryuni

Written Follow-up Assignment:    Evaluate an “internal” customer-service event.  Include how each of the criteria were or were not met.

Location : Cell Repair Shop at Lindale Mall

Video Notes	Meets Criteria	Doesn’t Meet Criteria
G:  Greeting R:  Recognition/Relationships E:  Exceed Expectations A:  Accept Responsibility/Accountability T:  Thanks	Workers was nice to great customers Workers remembered me when I came for the second time He did great job about his task He gave many many choices and detail information Worker said thank ou in the end of meeting	Not really meet my expectation

Please include suggestions for improvement.

- Provide enough chairs for guest who was waiting

- Improve the availability of product’s components

- More open minded with other brands beside Apple and Samsung

- Keep promise on time