Chapter 8 Flashcards
(30 cards)
Measured by how well service meets customer expectations
Service Quality
-directly adress customer needs and demands
Customer Service
_____ service impacts organizations reputstions favorably
Positive service
______ can negatively affect the organization’s reputation
Poor service
_____ occur when expections or not met
Failures
This is what customers expect when service failures occurs. This ibcludes refundd, credits, discount and apologies
Customer Compensation
Type of service failure: issues how the service is provided (delayed service, rude staf
Process Failures
Type of service failure: process with the end result of the service (overbooking, poor food quality)
Outcome Failures
When a product or service dooesnt meet consumer expectations
Service-Product Delivery Failure
If employees fail to meet explicit (direct) or implicit (indirect) costumer request
Meeting Customer Request Failure
Failure due to employee behavior or attitudes may indicate inadequate training.
Employee Actions and Attitudes Faikure
Some failures are due to factors outside the organization’s control
Circumstances Beyond Control
Some customers are hard to deal with. They tend to overreact to minor issues, causing disrubtions and stress, seek attention and recognition leading to aggressive and demanding behavior
Psychodynamic of Customers
Loses their temper dramatically, causing dcene
May shout, embarras you publicly, threats
Exploder
Dominantes conversations and interrups frequently
Focuses only on their side of story and ignores yourd
Wants their concerns gearf without considering your perpective
Sherman Tank
Constantly find faults and expressess disappointment.
Complains about minor issues, making it seem like everything is wrong
Negativist
Acts as n expert, offering unsolicited advice and criticism
Belives they know better than you, even when there is no real issue
Balloon
Continously complains about even the smallest matters
Seeks attention and enjoys being noticed fot their complains
Chronic Complainer
is the process of resolving issues with unhappy customers, aiming to turn them into loyal ones. It involves addressing service failures promptly and effectively to change customers’ nevative attitudes and retain their loyaltly
Service Recovery
-recognize and understand the problem rather than ignoring it
-analyse the root cause to address it effectively
Acknowledge the Issue
Regardless of fault, apologize to customer to show empathy and value their relatiosnhip
Apologize to the Customer
Actively work to fix the issue as soon as it is noticed, even before customers complain
Resolve the problem
Provide updates on the resolution process to keep customers informed and reassured
Keep the Customer Informed
After resolving the issue, apologize again, thanks the customer and reassure turm of continued wuality service
Reach out to Customers
