第7講顧客定義的服務(wù)標(biāo)準(zhǔn)-文庫吧
2025-01-02 02:34 本頁面
【正文】 hed to reach pany goals for productivity, efficiency, cost, or technical quality. ? To close GAP 2, standards set by panies must be based on customer requirements and expectations rather than just on internal pany goals. CustomerDefined Service Standards “ Hard” Customerdefined Standards “ Soft” Customerdefined Standards Building blocks:The service encounter sequence Expressing customer requirements as specific behaviors and actions Measurements of behaviors and actions “ Hard” Customerdefined Standards ? “ Hard” standards and measures: things can be counted, timed, or observed through audits. ? Example:Federal Express ? Ontime delivery ? of Packages right day late ? of Packages wrong day late ? of missed pickups “ Soft” Customerdefined Standards ? “ Soft” standards and measures: things cannot be counted, timed, or observed through audits. ? Example:Federal Express ? Treatment ? Listen。 ? Do everything possible to help。 ? Be appropriately reassuring. ? (open and honest) Building blocks: The service encounter sequence ? A customer’s overall service quality is the accumulation of evaluations of multiple service experiences. ? Service encounter, are the building blocks for service quality and the ponent pieces needed to establish service standards in a pany. Figure:service encounter sequence Sales contact before sale Delivery Installa tion
環(huán)評公示相關(guān)推薦
鄂ICP備17016276號-1