第7講顧客定義的服務(wù)標(biāo)準(zhǔn)(文件)
【正文】 ing CustomerDefined Standards(14) existing or desired service encounter sequence customer expectations into behavior/actions behaviors/actions for standards or soft? Soft Hard standards Process for Developing CustomerDefined Standards(59) feedback mechanisms measures and target levels measures against standards feedback about performance to employees target levels and measures By audits or operating data By transaction Based surveys behaviors/actions for standards The standards are based on B/A that are very important to customers. The standards cover performance that need to be improved or maintained. The standards cover B/A employees can improve. The standards are accepted by employees. The standards are predictive rather than reactive. The standards are challenging but realistic. Service Performance Indices（ 指數(shù)） Ser Enc Cus Stis Reliability Responsiveness Assurance Empathy Tangibles 1 2 3 4 Overall Sati Summary ? This chapter discussed Provider GAP2,the discrepancy between perceptions of customer expectation and the standards they set to deliver to these expectations. ? Customerdefined standards are at the heart of delivery of service that customer expect:they are link between customer’s expectations and pany actions to deliver to those so requires that panies’ marketing and operations departments w
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