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10-1 Chapter
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Factors Necessary for Appropriate Service Standards Types of Customer-Defined Service Standards Development of Customer-Defined Service Standards
McGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
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Illustrate how to translate customer expectations into behaviors and actions that are definable, repeatable, and actionable. Explain the process of developing customer-defined service standards. Emphasize the importance of service performance indexes in implementing strategy for service delivery.
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Service Standards
Standards are based on the most important customer expectations and reflect the customers view of these expectations.
SOURCES Customer Expectations Customer Process Blueprint Customer Experience Observations SOURCES Productivity Implications Cost Implications Company Process Blueprint Company View of Quality
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Counting
Not everything that counts can be counted...and not everything that can be counted, counts.
Albert Einstein
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Standards
HARD STANDARDS AND MEASURES
Things that can be counted, timed, or observed through audits (time, numbers of events)
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Service Quality
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Importance/Performance Matrix
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Linkage between Soft Measures and Hard Measures for Speed of Complaint Handling
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ask customer several questions about specific needs or wants educate the customer about products in category explain the differences between products (such as TVs) that customer is considering be honest about options and price
Adapted from: John R. DiJulius III (2005), Secret Service, Hidden Systems That Deliver Unforgettable Customer Service.
10-17
act in a professional and courteous manner probe customer to assure that product meets needs and reduce any anxiety and uncertainty that the customer might feel explain the warranty service that accompanies the product using what is known about the customer, explain the Circuit City customer service agreements that extend the warranty explain the differences between CSA options, being sure to relate them to what the customer needs encourage purchase, and fully explain how to implement CSA
Adapted from: John R. DiJulius III (2005), Secret Service, Hidden Systems That Deliver Unforgettable Customer Service.
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telephone customer within next 7 days to ask how TV is operating ask if client is ready to schedule first service if client is ready, establish date for first service send out postcard one week in advance of first service call to remind customer and explain what needs to be done
Adapted from: John R. DiJulius III (2005), Secret Service, Hidden Systems That Deliver Unforgettable Customer Service.
10-19
send customers reminder cards that they have either used the service or are due for a service call two weeks after mailing card, call customers who have used service and assure that they are satisfied both with product and service call each customer who has not used the service and schedule a maintenance check-up where service provider goes to home and checks and tunes television
Adapted from: John R. DiJulius III (2005), Secret Service, Hidden Systems That Deliver Unforgettable Customer Service.
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