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1. Angels' Music Service Recovery Assignment 1 Presented By: Lim Hwee Sian (033143T) Agnes Kiang (032932P) Tang Shu Yue (031467S)

2. Angels' Music • To retain customers • Satisfy customers • Maintain customer loyalty • When we are able to solve customers’ problems, they are likely to be more loyal to our company • Ability to serve customers will lead to employee satisfaction and loyalty • Final Result: Increase profitability Importance of Service Recovery

3. True Angels' Music False Start Unsatisfied customers called in to complain Appease the customers first Apologize / Giving them a little benefits to show that we are really sorry e.g: compensation Investigation Escalation of call Service Recovery Process Apologize for the misunderstanding No Is the customer satisfied? End Show evidence to the customer to prove Yes

4. Angels' Music 1. • A furious teacher threw the chord sheets • The papers flew and cut a student’s face accidentally • The mother thought the teacher did it on purpose, thus made a complaint demanding a public apology from the teacher • Demanded medical and psychology compensation • Also want that particular teacher to be sacked Customer Complaint Scenario

5. Angels' Music • Appease the customer first • Investigate the situation by reviewing the tape of that day captured from our CCTV cameras • Talk to the teacher to hear his side of the story • After finding out the truth will call the customer to give her an explanation Our Responses

6. Angels' Music 2. • Came back from a 10 days 9 nights exchange programme with 5 other students and was not satisfied with the trip • Things Unsatisfied: • 1. The tour guide was not friendly and inexperienced • 2. The stay over at an American student’s house was horrible- The family was impolite & unhygienic which had caused her to be sick • Felt that the trip was not worthwhile and a waste of time • Therefore, decided to complain and demanded compensation or refund Customer Complaint Scenario

7. Angels' Music • Appease the customer first • Seek the customer understanding that the tour guide was selected by the American school committee • Promise to feedback to the school about this • For the customer medical fees, our school will compensate her Our Responses

8. Angels' Music 3. • Ordered a custom-made guitar which was to be delivered to his house on Monday • However, on Wednesday the guitar was still not delivered thus made a call to the call agent • Call agent had promised to have it delivered the next day • But then on Saturday still did not receive the guitar, and this had reached his limit of tolerance • Therefore called again this time, to lodge a complaint against the bad customer service encountered Customer Complaint Scenario

9. Angels' Music • Appease the customer first • Apologize for the delay • Assure the customer to deliver the guitar on Monday Our Responses

10. Angels' Music 4. • Sent his guitar for repairing as his guitar nut is worn • When got back the guitar, found that there were scratches on the surface of the guitar • Insisted that A.M.O repairing service had caused the scratches • Also complained that A.M.O was inefficient as the repairing was slow and expensive Customer Complaint Scenario

11. Angels' Music • Appease the customer first • Suggest the customer to bring back the guitar to repair free of charge • Promise the customer to investigate why he got his guitar so late Our Responses

12. Angels' Music 5. Customer Complaint Scenario • Angels’ Music organization was being accused of not teaching the students properly.

13. Angels' Music • Appease the customer first • Assure the customer that our company employed the best teachers • Informed the customer that her son had withdrawn from the piano lesson and was currently in the drum class • Her son had done extremely well in the drum class Our Responses

14. Angels' Music Customer-agent Interaction Experience • Always appease the customer first at the start of the call e.g. show empathy towards the customer • Always stay calm & cool when handling difficult customers • Always must have the ‘customer is always right’ in mind • Having to control our emotions well

15. Customer Evaluation Results Angels' Music • All our CSO use proper greeting when customer call in to complain • All of our CSO listen attentively to our customer’s complaints • All of our customers feel that our CSO understand their situation • All of our customers feel that our CSO can provide them with more solutions or alternative solution to their problem • All customers feel happy and satisfied with our service after they have feedback their complaint.

16. Improvements Required Angels' Music • Can try to speak faster • Can show more empathy • Be more confident • Speak clearer and provide more alternatives • Need to speak slower and louder

17. Areas of Strengths & Weaknesses Angels' Music • Strengths: • Very polite • Calm • Good in handling questions & speed of speech • Weaknesses: • Soft spoken • Speak unclear • Not enough empathy • Not confident enough

18. Angels' Music Lessons Learnt • The importance of service recovery: • Service recovery contributes to employee and customer satisfaction • Satisfy and retain customers • Final result: Increase profits

19. Angels' Music Call Review Evaluation Assignment 2 Presented By: Amirul (032553G)

20. Angels' Music • Identify our strength and weaknesses • To make improvements respectively Objectives

21. Angels' Music Proper opening and closing Analysis

22. Angels' Music • Friendly • Show empathy • Clear voice • Good volume Strengths...

23. Angels' Music Need to be more confident Need to pace better Need to speak clearer Weaknesses...

24. Recommendations Angels' Music • More preparation time More preparation time More time to work on power point slides More calls should be reviewed for each category

25. Angels' Music Lesson Learnt • Learn to use the system • Learn our mistakes

26. Angels' Music End of Presentation