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LESSON PLAN - Explanation

LESSON PLAN - Explanation

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LESSON PLAN
SERVICE QUALITY IN THE PUBLIC SERVICE Elisabete Vieira

ANSWER
• Definition of the word in the dictionary transcribed into account: the Latin a
ttender: transitive verb, attention, paying attention to, take into account, war
n, notice, grant, give favorable clearance;
Source: http://www.priberam.pt/dlpo/definir_resultados.aspx accessed on 18/07/20
07.

Basic principles for good service

•••••••••Be courteous, keep the good humor Giving welcoming, taking car e not to be intimate, using expressions such as aunt, angel, baby Attending imme diately show good will be faster, provide all necessary information Objectively Avoid negative attitudes always answer questions Telling the truth Pay attention to complaints

Learning to Listen
• It is very important to obtain customer information on the quality of service
desired.

Work on continuous improvement
• No business system or program is perfect. So it must constantly work to improv
e programs of care and customer retention. They notice that you are trying to be
come better than it already is. And when you improve, your care will also be bet
ter.

Causes of Disability Services
• Staff Training • unloving disabled staff • Negative attitudes of staff towards
customers • No service philosophy within the company • Poor service and poor re
solution of complaints without autonomy • Staff to provide good services, accept
responsibility or make decisions that meet the client

Given to Quality
• It means be careful, be studious, thoughtful, cautious, demonstrate responsibi
lity, interest in the client. The quality of a service begins with the intention
of the service provider wanting to do it well done.

Development of Personal Attitudes
• Appearance - is central, clean clothes, clean, well ironed, hair line, clean f
ingernails. Avoid low necklines, tight clothing or too short, excessive jewelry,
high heels, transparencies, be discreet. • Mood - leave your problems at home.
Nothing worse than a bad mood. The client has no fault of their particular probl
ems, the rising cost of living, much less his bad mood. • Responsiveness - is he
lpful and readily meets the customer

Development of Personal Attitudes
• Tone of voice - try to be clear and objective to talk to a customer. Do not ye
ll, he can scare up, or speak too low, he may find that you do not want to serve
you. Have a pleasant tone of voice and clear • Interest - Show interest in what
the customer is saying. Listen to it • Tolerance - be tolerant of the views of
customers. Clarify your doubts. Never argue with the customer

Next Lecture Duties of Servers
LESSON PLAN
SERVICE QUALITY IN THE PUBLIC SERVICE 24/07/2007
DUTIES OF PUBLIC OFFICIALS
- Municipal Law 2.2 Right In addition to exercising the powers of office, public

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