第7講顧客定義的服務標準-展示頁
2025-01-18 02:34本頁面
【正文】 最近經歷的服務，繪制出服務接觸環(huán)節(jié)。 ? 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 Prepare The Offering For me Sales contact After the sale Know Me And My business Hardware service Software service Service And Support My software Service And Support My hardware Maintain The Relation With me Deliver Install perform Present The Offering To me A firm A customer Expressing customer requirements as specific behaviors and actions Satisfaction/Value/Quality Rel/As/Resp/Emp/Tan Delivers on time Return call quickly Deliver by Weds. Return call in 2 Hrs General concepts Dimensions Attributes Behaviors Actions Abstract Concrete Measurements of behaviors and actions ? Hard measurements: counts or audits or timed actions。Services Marketing 工商管理學院 張毓峰 Tel(home):87352039 Email: SERVICE STANDARDS ? 建立適當服務標準的必備因素 ? CustomerDefined Service Standards ? Process for Developing CustomerDefined Standards ? Service Performance Indices Main Factors leading to Provider Gap 2 Company Perceptions of Custome
環(huán)評公示相關推薦
鄂ICP備17016276號-1