Definition service from www.dictionary.com is
Just take one of the result because there are still many meaning of service, and that is the point of service.
"Service is taking action to create value for someone else"
- Ron Kaufman
Service Value:
1. Function 2. Emotion 3. Spiritual
Critical moment of service "Moment of Truth" is the point of contact between the customer & the service provider that established the image of the whole company in the customer's mine.
Service Excellent is meeting or exceeding customer expectationn so that it result in customer satisfaction.
Johnston, R. & Clark, G. have written in their book Service operations management book that Service Excellence means that it is not about exceeding the expectations of customers, but primarily about
“delivering what is promised and dealing well with any problems and queries that arise”
- Johnston, R. & Clark, G
Or Johnston, R. has said in other words that it is all about the organizations being “easy to do business with”.
Being more customer-focused and providing Service Excellence is becoming a significant advantage and performance differentiator for both, private and public organizations
The key to excellent customer service is RATER factors:
- Reliability : ability to provide what was promised, dependably & accurately
- Assurance : knowledge & courtesy you show to your customer, ability to convey trust, competence, and confidence
- Tangibles : physical facilitie and equipment and your own appearance
- Emphaty : degree of caring & individual attention you show customers
- Responsiveness : willingnes to help customer & provide prompt service
Service Recovery is a process of winning back customers who have been mishandled/inconvenienced as aresult of service failures.
- How to do a service recovery:
1. Extend our apologize
2. Listen, emphathize, ask open question
3. Fix the problem quickly and fairly
4. Offer an explanation for each laps service
5. Follow up with an alternative suggestion
6.Keep your promise
2. Improve words of mouth behaviour
3. Build customer loyalty
4. Increase customer profitability
5. Provide organizational learning
2. Listen, emphathize, ask open question
3. Fix the problem quickly and fairly
4. Offer an explanation for each laps service
5. Follow up with an alternative suggestion
6.Keep your promise
- Benefit of service recovery:
2. Improve words of mouth behaviour
3. Build customer loyalty
4. Increase customer profitability
5. Provide organizational learning
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