Small workshop to share your thought and experience of good services and bad services. Sharing your own experience and discussion leads you to find common aspect of good service. It will then ask attendees to develop some ideas of what they can do to improve their own service and what needs to be done to make it come true.

1. Service Workshop
Exploring Customer Satisfaction
Hisao Tsujimura
13年7月10日水曜日

2. Goals
Through your pleasant service and service that made
you upset experiences, and sharing such experience,
explorer what good service is.
Think about what we can do for providing good service.
13年7月10日水曜日

3. Let s Share Our Experiences
What was the most pleasant service? What experience
do you have that you thought was good?
Do you have experience that made you upset? What is “bad”
service?
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4. What Would Disney Do?
You have to buy a new ticket after you leave to re-enter
the park.
For re-entries, you need to ask staff to put a stamp on your
hand.
Re-entries require you the valid ticket for the day.
You dropped the ticket somewhere in the giant parking
lot. What would a Disney staff do? What would YOU
do?
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5. Starbucks?
On one very hot summer day, you bought a Mango-
Tango Frappuccino.
Your bag on your shoulder fell down to your arm, and you
dropped the tray on the floor.
What would you do?
13年7月10日水曜日

6. Good Service
What is the good service? Write down your thought
and other s comments.
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7. Bad Service
What was bad? What made it bad service and
write them down.
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8. Satisfied v. Dis-satisfied
Expectation ＞ Service ＝ :-(
Expectation ＜ Service ＝ :-)
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9. Expectaions
Raise Expectations Lower Expections
Price (Expensive) Price (Cheap)
Good Brand Image Bad Brand Image
Previous Good Experience Previous Bad Experience
Length of Business Low Quality
What is considered common sense
in that particular country/culture.
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10. Service
Good Service Bad Service
Fulfill Requests Requests not fulfilled
People know the history. Customer needs to explain history.
Due dates are met. Due dates are not met.
Sense of being cared. One of them treatment.
Extra something. Being handled.
Service with heart Service based on manual.
Service with sufficient time. Service without sufficient time
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11. Customers Are:
Customers are Gods. - as long as they are reasonable.
Smile before think you have a bad customer.
Think twice before you think it is irrelevant.
13年7月10日水曜日

12. What Can We Do?
What can we do? List up the idea. Share your
thoughts.
What do we need to make your ideas come true?
13年7月10日水曜日