experience of delivering excellent customer service example
Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright
Ngày tải lên :
07/02/2013, 09:52
...
TABLE 2.1
Selected Ways of Classifying
Services
degree of tangibility or intangibility of service processes
direct recipient of the service process
place and time of service delivery
customization ... Underlying such failures is often a lack of understanding of some of the
key principles of service marketing and management.
Technological change affects many other types of services, too, from airfreight ... Internet offers new ways to deliver service for a broad array of industries.
Many Web sites, however, offer an example of marketing goods through service rather
than marketing a core service...
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Marketing - Chapter 2: Delivering customer service
Ngày tải lên :
23/10/2013, 20:15
... the customer if talking to the right
person in the organisation.
2.1. Providing prompt service to customers
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Good customer service is the life-blood of any
business.
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Good customer service ... that
customers have varying degrees of disability and that
every customer has individual needs you should be
sensitive to.
CHAPTER 2
Delivering customer
service
BSBCUS301A
2.3.2.Types of complaints
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The ... effort to
accommodate customers with disabilities by
anticipating their needs, providing reassurance of
necessary and maintaining your professional service.
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Some types of customers with disabilities:
1....
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evaluate effectiveness of customer service activities in increasing sales for kichi-kichi hot pot bar restaurant on 61 ma may street
Ngày tải lên :
17/02/2014, 12:43
... on customer service.
Customer service is the lifeblood of any business. You can offer promotions and
slash prices to bring in as many new customers as you want, but if you cannot get
some of ... 8
Chapter 2: Theoretical framework 9
1. Customer care or customer service definition 9
2. The importance of customer service to business 9
3. Requirements on customer service 15
Chapter 3: Analysis and ... existing customers mean making them keep buying company product
or service. Excellence in customer service, using of the idea of relationship
marketing, can help your company retain customers....
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Customer Service Principles of Service Marketing and Management_3 ppt
Ngày tải lên :
21/06/2014, 04:20
... Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12.
predicted service: the level
of service quality a customer
believes ... differing levels of participation
required of customers across an array of service businesses.
Service Firms as Teachers
Although service providers attempt to design the ideal level of customer participation ... or more service processes. Often, they
experience a variety of elements during service delivery, each of which may provide
clues to service quality.
Service environments include all of the...
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Customer Service Principles of Service Marketing and Management_5 pptx
Ngày tải lên :
21/06/2014, 04:20
... Implications of the Flower of Service
The eight categories of supplementary services that form the Flower of Service provide
many options for enhancing the core service product. Most supplementary services ... communicating
with service customers.
A key insight from the Flower of Service concept is that different types of core
products often share use of similar supplementary elements. As a result, customers ... THE SERVICE CUSTOMER
Service Recovery Following Customer Complaints
Service recovery plays a crucial role in restoring customer satisfaction following a ser-
vice failure and retaining a customer& apos;s...
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Customer Service Principles of Service Marketing and Management_6 pptx
Ngày tải lên :
21/06/2014, 04:20
... steps of service delivery are particularly important, since customers' first
impressions can affect their evaluations of quality during later stages of service delivery.
Perceptions of their ...
But how often do failures at the end of a service intervene to ruin the customers'
experience and spoil their good humor? Can you remember situations in which the
experience of a nice ... "Flower of Service& quot; concept presented in this section was first introduced in
Christopher H. Lovelock, "Cultivating the Flower of Service: New Ways of Looking at
Core and Supplementary Services,"...
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Customer Service Principles of Service Marketing and Management_7 doc
Ngày tải lên :
21/06/2014, 04:20
... investment
management, and medical services.
Customer Service Employees in customer service positions are often responsible for
delivery of a variety of supplementary services, including providing ... subscription services, such as
cable television, Internet service, cellular telephone service, or credit cards, often employ
a strategy of offering the service at a discount—or even free of charge—for ... "Managing Word of Mouth Communications," Journal of Services
Marketing 3 (Spring 1989): 55-67.
10. Eugene W.Anderson, " ;Customer Satisfaction and Word of Mouth," Journal of Service
Research...
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Customer Service Principles of Service Marketing and Management_8 doc
Ngày tải lên :
21/06/2014, 04:20
... distinctive branded service experience for customers
requires consistency at all stages of the service delivery process. In designing services,
managers should be aware of the importance of selecting ... can we use? Service delivery is closely linked to the
choice of service process—whether the service involves the physi-
cal person of the customer, a tangible possession, or some form of
information. ... locations also offer videoconferencing technology. The com-
pany provides an array of other services and products, including
rentals of conference rooms, notary public service, and sale of office
supplies....
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Customer Service Principles of Service Marketing and Management_9 pptx
Ngày tải lên :
21/06/2014, 04:20
... involvement in service production and delivery, because
customers can also be the cause of problems for a service business. As we've discussed
before, customers of high-contact services are often ... of bank customers identified poor customer service quality as the most frequent
reason for account closures. Analysis of the study results and bank branch profits indi-
cated that customer service ... place of
business, and (in certain types of services) serving the customer at a distance through
physical or electronic channels.
Customers Visit the Service Site
The convenience of service...
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Customer Service Principles of Service Marketing and Management_2 docx
Ngày tải lên :
21/06/2014, 13:20
... Determinants of Customer Expectations
of Service, " Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12.
predicted service: the level
of service quality a customer
believes ... THE SERVICE CUSTOMER
TABLE 3.3
Levels of Customer
Participation Across
Different Services
Low (Customer Presence Moderate (Customer Inputs
Required During Service Delivery) Required for Service ... or more service processes. Often, they
experience a variety of elements during service delivery, each of which may provide
clues to service quality.
Service environments include all of the...
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Customer Service Principles of Service Marketing and Management_3 pdf
Ngày tải lên :
21/06/2014, 13:20
...
Realizing the Full Profit Potential of a Customer Relationship
How much is a loyal customer worth in terms of profits? In a classic study, Reichheld
and Sasser analyzed the profit per customer in many ...
success
=£> calculate the value of a customer
who remains loyal to a firm
=^ provide examples of customer loyalty
programs
=£> identify different types of customer
misbehaviors and strategies ... remained customers for life? (As we showed earlier, the profitabil-
ity of a customer often increases over time. If valued customers are defecting, it
is important to identify the reasons why customers...
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Customer Service Principles of Service Marketing and Management_5 docx
Ngày tải lên :
21/06/2014, 13:20
... expensive fare. Other types of service
companies have also recognized the different trade-offs that customers are willing to make
and have created multiple levels of service. For example, Capital One ...
But how often do failures at the end of a service intervene to ruin the customers'
experience and spoil their good humor? Can you remember situations in which the
experience of a nice ... steps of service delivery are particularly important, since customers' first
impressions can affect their evaluations of quality during later stages of service delivery.
Perceptions of their...
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Customer Service Principles of Service Marketing and Management_6 doc
Ngày tải lên :
21/06/2014, 13:20
... investment
management, and medical services.
Customer Service Employees in customer service positions are often responsible for
delivery of a variety of supplementary services, including providing ... subscription services, such as
cable television, Internet service, cellular telephone service, or credit cards, often employ
a strategy of offering the service at a discount—or even free of charge—for ... personnel. Each of these elements is a critical form of physical
evidence, since the appearance of a firm's service facilities and personnel affects customers'
perceptions of service quality....
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