Professional Documents
Culture Documents
Excellent Service is enjoying giving People a little more than they expect.
Service quality is a measure of how well the service level delivered matches customer expectations Delivering quality service means conforming to customer expectations on a consistent basis.
Ability to perform the promised service dependably and accurately. Knowledge and courtesy of employees and their ability to inspire trust and confidence. Physical facilities, equipment, and appearance of personnel. Caring, individualized attention the firm provides its customers. Willingness to help customers and provide prompt service.
Responsiveness
Tangibles Modern equipment Employees who have a neat, professional appearance Visually appealing materials associated with the service.
Assurance Employees who instill confidence in customers Making customers feel safe in their transactions Employees who are consistently courteous Employees who have the knowledge to answer customer questions
Responsiveness How well employees are fulfilling the needs of customers more precisely in lesser time. The willingness of employees to help customers .
IMPROVING SERVICES TO GAIN EXCELLENCE Improve all the time; improvement is a continuous process, it's never complete The Key to Improving service is motivated employees. Ensure that all the individuals in your business not only know what you expect of them, but also have a vested interest in the business. The Team members should know why we want to keep customers happy, how to do it and also be motivated to perform quality service.
STEPS TO IMPROVE SERVICES Learn to listen to the customers first. Look at all complaints about your service as an opportunity to improve. Aim to resolve any complaints quickly and efficiently. Establish an environment where great service is recognized and rewarded and poor service is challenged and rectified. Have weekly fun team meeting where good service elements are discussed .
Lead by example - show respect for every person at every level in the company. Share knowledge; teamwork makes improvement more efficient and effective.
Class Processes
SATISFACTION
Process ( service ): Satisfaction :
Behavior : How did the customer behave? What the company did? How did the customer feel?
Satisfaction is a means, not an end itself. Best behavior Repeat purchase, Recommend
HYGIENE FACTORS
CORE BENEFIT
The perfect company does not exist, but Nordstrom holds a reputation for customer service that many companies attempt to emulate. Companies are proud when they are compared or are called the Nordstrom of their industry.
Competitive Pressure Service Low cost Carriers changing the game Indigo Price
T H A N K S