View
114
Download
0
Category
Tags:
Preview:
Citation preview
Customer Service
Suzanne Markham Bagnera
BackgroundEndicott College
Iowa State University
Mount Ida College
Bunker Hill Community College
Holiday Inn
Staybridge Suites
Holiday Inn Express
Holiday Inn Select
Hampton Inn
Louie’s Shore Restaurant
What is Service?
Service Defined
The action of helping or doing work for someone
Service Industry:
A business that does work for a customer, & occasionally provides goods, yet not involved in manufacturing.
Specifically refers to human or mechanical activities firms undertake to help satisfy their customers needs and wants
Adds value
Maintain a sustainable competitive advantage
What is Customer service?
Services can’t be seen, tasted, or touched, prior to purchase
(Redman & Mathews, 1998)
Intangible
“By providing good customer service, firms
add value to their products or services.”
Service
How do you guarantee
Service?
How do you categorize or identify customers?
Customers
Internal
Employees
External
Guests
Vendors
What makes YOU Satisfied?
What is Satisfaction?
Satisfaction Defined:
The consumer’s fulfillment response, the degree to which the level of fulfillment is pleasant or unpleasant (Oliver, 1997)
Four Service Gaps
Knowledge Gap
Standards Gap
Delivery Gap
Communication Gap
Knowledge Gap
Know what customers want
Expectations vary according to type of service
Expectations vary on the situation
Research the customers
The Standards Gap
Setting service standards
Achieve service goals through training
Commitment to Service Quality
What is an Expectation?
Expectations:
Meet
Deliver what is promised
Conform to standards
Exceed
Deliver a WOW factor
Go above & beyond
Delivering Service Quality
1. Empowering Service Provide
2. Providing Support and Incentive
3. Use of technology
Good & Bad Customer Service
Customer Loyalty
the relationship between relative
attitude and repeat patronage
(Dick & Basu, 1994)
Best & Worst Service Companies
Media Reports
Hall of Fame
Netflix
Norstrom
Southwest
Publix
Apple
FedEx
Costco
UPS
Marriott
Whole Food
Hall of Shame
Bank of America
AOL
Capital One
Sprint Nextel
Time Warner
Comcast
Citibank
Progressive
JP Morgan Chase
Farmers
United Airlines - Guitar
What are Complaints?
Mediums for Complaints
Phone
Letter
In-person
Public Forum
Strike / Picket
Social Media
TripAdvisor
Yelp
YouTube
TripAdvisor
Service Recovery
1. Listen to the Customer
2. Finding a Fair Solution
3. Resolving Problems Quickly
Guest
Greet
Understand; Listen, Repeat
Empathize, apologize
Suggest / Solve
Track; record / document / write up
Questions?sbagnera@endicott.edu
Recommended