ei and emphaty in servİce industry
TRANSCRIPT
INCREASNG THE CUSTOMER SATISFACTION n the service ndustry
Dr. F. Yonca AYAS / zcan ASLKAN1
EI AND EMPHATY AND USINCREASNG THE CUSTOMER SATISFACTION IN THE SERVCE INDUSTRY USNG EMOTIOANAL INTELLIGENCE AND EMPHATIC APPROACH
Dr. F. Yonca AYASzcan ASLKANAKDENZ UNIVERSTY OF ANTALYA
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HOLSTC APPROACHIn our life we must have an holistic approach anymore.We musn t forget that ; Daily life, work time, relaxing and others are the pieces of the puzzle of our life.And also they are the pieces of our employees and customers.In that point of view lets look what should be do and how?
I will try to speak as a doctor worked for more than 10 years as an occupotional health physcian for big companies and as a student of economics of Anadolu University. By the important support of Mr.zcan ASLKAN. Dr. F. Yonca AYAS / zcan ASLKAN3
SERVCE INDUSTRYService industry is an industry in that part of the economy that creates services rather than tangible objects.
Some economists say that: A services-dominated economy is characteristic of developed countries. Why?
More education and techonology are the necessities.Dr. F. Yonca AYAS / zcan ASLKAN4
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SERVCE SECTORPeople in service sector offer their knowledge and time for improvement.
So they must learn to direct time and life in a holistic way.
Dr. F. Yonca AYAS / zcan ASLKAN5
SOME EXAMPLES:EntertainmentGovernmentTelecomunicationHospitality/ tourismHealth carePublic healthInformation techonologyFinancial servicesEducation
Dr. F. Yonca AYAS / zcan ASLKAN6
DO NOT FORGET PLEASEMost important peculiarity of service ndustry is behaviour and feelings.
And we are talking about human being; emotional beatiful creature of the earth.
And we trying to satisfy people not with a physical and tangible product but with a product which can not be measured with meters or kilos.
So;Dr. F. Yonca AYAS / zcan ASLKAN7
EMOTONAL INTELLGENCEEIDr. F. Yonca AYAS / zcan ASLKAN8
EMOTIONAL INTELLIGENCEEmotional intelligence (EI) is the capacity of individuals to recognize their own, and other people's emotions, to discriminate between different feelings and label them appropriately, and to use emotional information to guide thinking and behavior. (Coleman, Andrew (2008). A Dictionary of Psychology )Dr. F. Yonca AYAS / zcan ASLKAN9
EI ONE BY ONE Capacity of to recognize ;Our and other peoples feelingsDiscriminate them, label them andUse them for our behaviours and relationships.Dr. F. Yonca AYAS / zcan ASLKAN10
EMPHATY
Dr. F. Yonca AYAS / zcan ASLKAN11
EMPHATYEmpathy is the capacity to understand or feel what another being (a human or non-human animal) is experiencing from within the other being's frame of reference, i.e., the capacity to place oneself in another's position. (Bellet, Paul S., and Michael J. Maloney (1991). "The importance of empathy as an interviewing skill in medicine". JAMA 226 (13)Dr. F. Yonca AYAS / zcan ASLKAN12
WHAT WE HAVE IN HAND
Service industry which has the peculiarity : Feelings and behaviours
EI : Capacity of recognizing our and others feelings
Emphaty : Capacity of understanding what the other is experiencingDr. F. Yonca AYAS / zcan ASLKAN13
USEEmotional ntelligence and emphaty to satisfy the customer of service industry
Is it just that; so easy?
What do you think?Dr. F. Yonca AYAS / zcan ASLKAN14
FOR UNDERSTANDING THE OTHERWe must first understand ourselves; and the aim of our job and life.We have to know that sometimes the problems which we can not solve by power or technics are the ones we can solve with an aproach of emphaty and e.
The questions are..Dr. F. Yonca AYAS / zcan ASLKAN15
QUESTIONSWHYWHAT CAUSEDHOW CAN I SOLVEHOW CAN I EXPLAINHOW CAN I USE THE TME
AND THE KEY S:IF I HAVE BEEN AT THE SAME POSTON.Dr. F. Yonca AYAS / zcan ASLKAN16
TO USE EMPHATY AND EIWe must have information about ourselves as a human being and as ourselves.What does a person want and what do I want?While we succes to understand ourselves than we may begin to try to understand them.This understanding may be acquired by reading, observation of people and learning the properties of our job. Dr. F. Yonca AYAS / zcan ASLKAN17
TO USE EMPHATY AND EIWe must know the properties of our customers but;Not the amount of Money they spend; the style of spending Money we must know.We must know demoghraphic classifications of our customers.And by the help of that classification; we must try to understand: What may they want?Dr. F. Yonca AYAS / zcan ASLKAN18
OBSERVATONObservation of customers helps us to understand them not as a customer but as a human being.
That is the key Word: They are human beings; especially for service industry.Dr. F. Yonca AYAS / zcan ASLKAN19
EDUCATIONWe must educate our employees but how?
Dr. F. Yonca AYAS / zcan ASLKAN20
BUTDr. F. Yonca AYAS / zcan ASLKAN21
BUTTHE TRUE KNOWLEDGETRUE PLACETRUE TME
A SHORT MAP FOR SOLUTON OF PROBLEMS:Dr. F. Yonca AYAS / zcan ASLKAN22
TRAN YOR EMPLOYEESListen the customer and try to catch the real point( problem is the system or customer wants an extraordinary thing?)Is that a problem that you may solve or not? If not explain it but be polite and have the balance of official and friendly behaviours.While listening customer take some notes to show that you are taking customer seriously.Try to create a relaxed situationAnd never make exuces or blamingAsk customer what he/she wantsDr. F. Yonca AYAS / zcan ASLKAN23
TRAN YOUR EMPLOYEESHelp the customer to feel better by extra effords that you may do; sometimes just a glass of water or a cup of cofee Be honest about the problem against yourself and customer.
BE SURE THAT YOU HAVE EDUCATED ALL EMPLOYESS; AND EDUCATION DOES NOT WAIT TIME..EVERYTIME EVERYWHERE
Dr. F. Yonca AYAS / zcan ASLKAN24
DO NOT FORGET PLEASESERVCE INDUSTRY ALWAYS NEEDS IMPROVEMENT; IMPROVEMENT; IMPROVEMENT
Since service industry workers offer their knowledge and time for the job; They must learn to live in a holistic way but by evaluating each piece of life at the time.
And learn learn learn about job Dr. F. Yonca AYAS / zcan ASLKAN25
THANKSDr. F . Yonca AYASzcan ASLKANAKDENZ UNIVERSTY OF ANTALYA/ TRKYEDr. F. Yonca AYAS / zcan ASLKAN26