ei and emphaty in servİce industry

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.


SOME EXAMPLES:EntertainmentGovernmentTelecomunicationHospitality/ tourismHealth carePublic healthInformation techonologyFinancial servicesEducation


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


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?


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


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

ei and emphaty in servİce industry

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