第7講顧客定義的服務標準-wenkub
2023-01-31 02:34:17 本頁面
【正文】 panies that have been successful in delivering consistently high service quality are noted for establishing formal standards to guide employees in providing service. ? The types of formal goal setting are relevant in service business ( individual / overall department or pany). Customerdefined standards （ 顧客定義的服務標準） ? Virtually all panies possess service standards and measures that are panydefined they are established 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。 ? What distinguishes these two is whether need to asking the customer’s opinion. Process for Develop
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