customerperceptionsofservice英文版-資料下載頁
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【正文】 customer ? Leave customer to fend for him/herself ? Downgrade ? Act as if nothing is wrong DO DON’T McGrawHill 169。 2023 The McGrawHill Companies 18 S M Adaptability ? Recognize the seriousness of the need ? Acknowledge ? Anticipate ? Attempt to acmodate ? Explain rules/policies ? Take responsibility ? Exert effort to acmodate ? Promise, then fail to follow through ? Ignore ? Show unwillingness to try ? Embarrass the customer ? Laugh at the customer ? Avoid responsibility DO DON’T McGrawHill 169。 2023 The McGrawHill Companies 19 S M Spontaneity ? Take time ? Be attentive ? Anticipate needs ? Listen ? Provide information (even if not asked) ? Treat customers fairly ? Show empathy ? Acknowledge by name ? Exhibit impatience ? Ignore ? Yell/laugh/swear ? Steal from or cheat a customer ? Discriminate ? Treat impersonally DO DON’T McGrawHill 169。 2023 The McGrawHill Companies 20 S M Coping ? Listen ? Try to acmodate ? Explain ? Let go of the customer ? Take customer’s dissatisfaction personally ? Let customer’s dissatisfaction affect others DO DON’T McGrawHill 169。 2023 The McGrawHill Companies 21 S M Figure 46 Evidence of Service from the Customer’s Point of View People Process Physical Evidence ? Contact employees ? Customer him/herself ? Other customers ? Operational flow of activities ? Steps in process ? Flexibility vs. standard ? Technology vs. human ? Tangible munication ? Servicescape ? Guarantees ? Technology McGrawHill 169。 2023 The McGrawHill Companies 22 S M 演講完畢，謝謝觀看！
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