9. พฤติกรรมบริการ
What’s Excellence Service Behavior
(ESB)
Excellent service behavior refers to the consistent
and exceptional conduct displayed by service
professionals when interacting with customers. It
encompasses a range of attitudes, actions, and
qualities that contribute to delivering outstanding
customer experiences.
10. HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
1. CUSTOMER-CENTRIC APPROACH :
SERVICE PROFESSIONALS WITH EXCELLENT SERVICE BEHAVIOR PRIORITIZE
THE NEEDS AND SATISFACTION OF THE CUSTOMER ABOVE ALL ELSE. THEY GO THE
EXTRA MILE TO UNDERSTAND AND ADDRESS CUSTOMER CONCERNS, ACTIVELY
SEEKING WAYS TO EXCEED EXPECTATIONS AND PROVIDE PERSONALIZED
SOLUTIONS.
11. 2. EMPATHY AND ACTIVE LISTENING:
EXCELLENT SERVICE BEHAVIOR INVOLVES GENUINELY EMPATHIZING WITH
CUSTOMERS AND ACTIVELY LISTENING TO THEIR NEEDS. SERVICE PROFESSIONALS
STRIVE TO UNDERSTAND THE CUSTOMER'S PERSPECTIVE, DEMONSTRATING
UNDERSTANDING, COMPASSION, AND PATIENCE.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
12. 3. POSITIVE ATTITUDE:
MAINTAINING A POSITIVE ATTITUDE IS CRUCIAL IN DELIVERING
EXCELLENT SERVICE. SERVICE PROFESSIONALS WITH EXCELLENT
SERVICE BEHAVIOR APPROACH INTERACTIONS WITH ENTHUSIASM, A
FRIENDLY DEMEANOR, AND A WILLINGNESS TO HELP. THEY REMAIN
OPTIMISTIC, EVEN IN CHALLENGING SITUATIONS, AND AIM TO CREATE
A POSITIVE AND ENJOYABLE EXPERIENCE FOR CUSTOMERS.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
13. 4. KNOWLEDGE AND EXPERTISE:
SERVICE PROFESSIONALS EXHIBITING EXCELLENT SERVICE BEHAVIOR
POSSESS IN-DEPTH KNOWLEDGE AND EXPERTISE RELATED TO THE
PRODUCTS, SERVICES, AND PROCESSES OF THEIR ORGANIZATION. THEY
CONTINUOUSLY UPDATE THEIR KNOWLEDGE AND STAY INFORMED ABOUT
INDUSTRY TRENDS TO PROVIDE ACCURATE AND RELEVANT
INFORMATION TO CUSTOMERS.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
14. 5. ADAPTABILITY AND PROBLEM-SOLVING SKILLS:
EXCELLENT SERVICE BEHAVIOR INVOLVES THE ABILITY TO ADAPT TO
DIFFERENT CUSTOMER NEEDS AND SITUATIONS. SERVICE
PROFESSIONALS ARE RESOURCEFUL AND CREATIVE IN FINDING
SOLUTIONS, EVEN WHEN FACED WITH UNEXPECTED CHALLENGES. THEY
THINK ON THEIR FEET, REMAIN CALM UNDER PRESSURE, AND
DEMONSTRATE FLEXIBILITY IN THEIR APPROACH.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
15. 6. TIMELINESS AND EFFICIENCY:
SERVICE PROFESSIONALS WITH EXCELLENT SERVICE BEHAVIOR
UNDERSTAND THE VALUE OF THE CUSTOMER'S TIME. THEY
RESPOND PROMPTLY TO CUSTOMER INQUIRIES, PROVIDE EFFICIENT
ASSISTANCE, AND STRIVE TO RESOLVE ISSUES IN A TIMELY MANNER.
THEY ARE WELL-ORGANIZED AND PROACTIVE, ENSURING THAT
CUSTOMER INTERACTIONS ARE SMOOTH AND SEAMLESS.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
16. 7. PROFESSIONALISM AND INTEGRITY:
EXCELLENT SERVICE BEHAVIOR IS CHARACTERIZED BY
PROFESSIONALISM AND INTEGRITY. SERVICE PROFESSIONALS
MAINTAIN A HIGH LEVEL OF PROFESSIONALISM BY ADHERING TO
ETHICAL STANDARDS, TREATING CUSTOMERS RESPECTFULLY, AND
BEING RELIABLE AND PUNCTUAL. THEY ACT WITH INTEGRITY,
DEMONSTRATING HONESTY, TRANSPARENCY, AND ACCOUNTABILITY
IN THEIR ACTIONS.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
17. 8. CONTINUOUS IMPROVEMENT:
SERVICE PROFESSIONALS WITH EXCELLENT SERVICE BEHAVIOR
ARE COMMITTED TO ONGOING GROWTH AND DEVELOPMENT. THEY
ACTIVELY SEEK FEEDBACK, LEARN FROM THEIR EXPERIENCES, AND
STRIVE TO IMPROVE THEIR SKILLS AND KNOWLEDGE. THEY
EMBRACE OPPORTUNITIES FOR TRAINING AND PROFESSIONAL
DEVELOPMENT TO ENHANCE THEIR ABILITY TO DELIVER
EXCEPTIONAL SERVICE.
HERE ARE SOME KEY CHARACTERISTICS OF
EXCELLENCE SERVICE BEHAVIOR:
18. พฤติกรรมบริการ 18
Excellence service behavior encompasses
customer-centricity, empathy, active listening, a
positive attitude, knowledge, adaptability,
timeliness, efficiency, professionalism, and
integrity. It is a combination of attitudes, skills,
and behaviors that enable service professionals
to provide exceptional service and create
positive and memorable customer experiences.
SUMMARY