GROUP 3- QUALITY CUSTOMER SERVICE PPt.pptx

QUALITY CUSTOMER SERVICE PPt.pptx

1. GROUP 3- QUALITY CUSTOMER SERVICE Mikembley Bridgeman, Maquasi Dottin, Donnis Francis, Germain Lacrette, Aliyah Marshall, Kelisher Thomas-John, and Olivia Smith

2. COMFORT RIDE CAR RENTAL GETTING YOU TO YOUR DESTINATION IN A COMFORTABLE AND SAFE WAY

3. Introduction Shep Hyken (2022), “make every interaction count, even the small ones. They are all relevant.” ComfortRide Rental Company is located at True Blue, St. George’s, Grenada. We are a relatively new venture that caters to persons, specifically in the hotel industry and St. George’s University who request transportation required for day-to-day errands and island adventures. We thrive on our most valuable asset - transportation and so to best serve its customers and employees, a customer service model was planned, designed and implemented to ensure that quality customer service and standards are maintained throughout the organization.

4. MISSION Our mission is to fulfill our customers' rental car needs in Grenada, while exceeding their expectations for service, quality, and value. We will work hard to earn our customers' loyalty by providing more than what was promised, being truthful and equitable, and try our best to provide the best personalized service that creates the best business experience. We will also ensure our employees and customers are valued through contribution to community development, economic stability and company profitability.

5. VISION Our vision is to be the most trusted and desired rental company on the Grenadian car rental market by providing services that exceed client expectations. We want to assist our clients in increasing their customer lifetime value and competitive advantage by enhancing productivity and efficiency while producing quantifiable outcomes.

6. OBJECTIVES We are a customer-centric company; we will listen to our customers and exceed their expectations by providing exceptional service. We will maintain our equanimity when challenged with customer requests as a result, earning their confidence, trust and respect. We will emphasize teamwork, professionalism, employee development, technology, quality, and lifelong learning and progress. We will understand the obligation and opportunity to contribute to society and to the growth of the economy..

7. OBJECTIVES CONT’D We continually believe in the spirit of originality and creativity, therefore, we will encourage our staff to be imaginative and resourceful. We aim to provide premium amenities in our rental vehicles to enhance customer experience at affordable prices. By ensuring excellent corporate exposure, we will spread our global reputation.

8. Comfort Ride Hospitality Assured Model

9. Customer Our customers play a pivotal role in determining the destiny of our business. They are the foundation to our success and without them, ComfortRide simply would not operate or exist. Hence, developing a competitive advantage in this ever-changing market is crucial and this is where excellent customer service and customer satisfaction are paramount.

10. Customer Research Primary (Surveys, Interviews, Observations) Secondary (The Internet - Web analytics, blog sites, social media) A ssessment and Evaluation (Assess trends and evaluate what our customer like and dislike about our competitors).

11. Customer Promise Make them a priority by listening to their complaints and concerns and addressing them swiftly. Greet each customer with a warm welcome Offer fully functional and comfortable vehicles with extra seat paddings A professional approach to quality customer service Fair treatment of each customer An honest and expert opinion on vehicles

12. Customer Satisfaction Improvement Loyalty programs (Sweepstakes) F ree Check-ups. Discount coupons for rentals and accessories Cash prizes.

13. Service Recovery First call/contact resolution (Unless it’s a unique matter) Offer coupons Employees will empathize, engage in active listening, and offer a sincere apology.

14. The Organisation Business/Organisation Planning, Standard Operating Procedures, Maintaining assets

15. Business Planning The aim of this plan is meeting set goals ,by providing the best quality of service while aiming to increase our profit-margin and creating strong long lasting relationships with customers.

16. Operational Planning Clear outline of their daily tasks in place. Managers will set guidelines, allocate tasks and oversee the daily operations of the organization. Protocols will be in place to ensure that customers return and collect vehicles on scheduled time to prevent any inconveniences. Workshops would be held to improve customer service. reviews would be collected from customers after returning vehicles.

17. 1. Guest/Customer’s personal information must be recorded on appropriate form, attached to a photocopy of a valid identification. This form must be reviewed and signed by guest/customer in the presence of the Diarist for filing/record keeping. Each staff must be dressed and groomed appropriately with name badge attached according to Comfort Ride’s staff handbook. (Please see Grooming Standards section of handbook). STANDARD OPERATING PROCEDURES

18. 3. Custodians must clean and sanitize vehicles in between trips and perform a thorough clean after close of business hours and before start of business on vehicles on late returns on previous days 4. Drivers must be knowledgeable of main attractions and sites on island. 5. Each staff should possess a valid driver’s license with class B to D. License will be evaluated every year for renewal, which is the responsibility of the individual. SOP’s Continued

19. Maintenance

20. Comfort Ride’s greatest asset is as the name suggests, a comfortable ride to any destination. It is imperative that the company’s fleet is maintained at the highest standard for operation. Not only should all vehicles be cleaned and sanitized after each use, management also implemented schedules and procedures to ensure vehicles are esthetically and mechanically evaluated and maintained. Failure in maintaining its fleet can result in a breakdown of vehicles due to wear and tear. Accidents are most likely to occur with defective tires, broken engine, failed computing system and missed servicing dates. Minor occurrences include annoying engine sounds, tire changes while on the road are common issues that can be avoided with total maintenance and detailing.

21. When a customer enters a vehicle with; clean upholstery and floors, essential interior accessories, a clean aroma . Importance must be placed on reviewing industrial standard accepted scents that are mild, gentle and give a fresh welcome to the area. Upholstery textures, designs and colors would be carefully chosen for added comfort and relaxation.

22. Custodial maintenance includes Daily cleaning of office area Washing of exterior Cleaning and sanitizing of interior- dusting, wiping, sanitizing and vacuuming deep cleaning of interior on scheduled days. Also includes washing of removable items- vacuuming, steaming and input of company approved fragrances for added enhancement.

23. Maintenance of fleet (incl Mechanics) includes servicing of vehicles according to schedule (monthly, bi-annually) evaluation and changing of tires weekly replacement of wear and tear upholstery and ensuring fuel tanks are filled with approved petroleum.

24. The Employees “An employee can be defined as a person who is paid to work for someone else”. Cambridge. Org (2022)

25. Training and Development Employee Assessment Customer Service Sales In-house-Coaching Marketing

26. Resources Equipment ( Pressure Washer, Sanitization System, Computers) Technology ( Initialization of Inventory tracker & Maintenance App) Uniforms ( Logoed T- shirts )

27. Service Delivery Greet Customers in a warm and friendly manner maintaining a professional interaction throughout. Providing vehicles in mint condition on schedule. Digital Feedback Systems to perform no-contact services (sign ups, surveys, ratings, suggestions, feedback) Be able resolve and improve customers issues and concerns.

28. Conclusion At ComfortRide Rental Company, we will try our best to utilize our customer service model to become the leading customer-oriented car rental company in the Grenadian car rental market.

29. Resources Heathfield, S. M. (2021, February 26). What, exactly, is an employee? The Balance Careers. Retrieved February 17, 2022, from https://www.thebalancecareers.com/what-is-an-employee-1918111 http://corp.yonyx.com/customer-service/problem-solving-skills-effective-customer-service/ Jensen, G. (n.d.). Operational planning. Retrieved from https://guthriejensen.com/operational-planning/ https://www.investopedia.com/terms/b/business-plan.asp https://www.the-future-of-commerce.com/2021/08/02/what-is-customer-service-definition-examples/

30. Thank you for listening. We would be happy to answer any questions.