第7講顧客定義的服務(wù)標(biāo)準(zhǔn)(完整版)
【正文】 e types of formal goal setting are relevant in service business ( individual / overall department or pany). Customerdefined standards （ 顧客定義的服務(wù)標(biāo)準(zhǔn)） ? 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。 17:35:4417:35:4417:351/30/2023 5:35:44 PM ? 1以我獨沈久，愧君相見頻。 下午 5時 35分 44秒 下午 5時 35分 17:35: ? 沒有失敗，只有暫時停止成功！。 2023年 1月 下午 5時 35分 :35January 30, 2023 ? 1少年十五二十時，步行奪得胡馬騎。 :35:4417:35:44January 30, 2023 ? 1意志堅強的人能把世界放在手中像泥塊一樣任意揉捏。 2023年 1月 下午 5時 35分 :35January 30, 2023 ? 1業(yè)余生活要有意義，不要越
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