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What is Service Excellence (Closing Gap 1(The Listening / Knowledge Gap)…
What is Service Excellence
GAP 1 ( Knowledge Stage)
The Customer Gap
The Provider Gap
Using Marketing Research to understand customer expectations
Customer survey
Closing Gap 1(The Listening / Knowledge Gap)
Relationship value of customers
Customer satisfaction
Customer loyalty
Loyalty vs Retention
Relationship Challenges
Gap 2 ( The Service Performance Gap- People)
Customer Service Delivery
Customer Behaviours
Importance of Service employees
Controlling vs Empowering staff
Closing Gap 3 ( Service Failure & Recovery)
Service Failure & Recovery
Why is it important ?
Customer response to service failure
Why do customers complain?
Barriers to reduce customer complaints
Customer Recovery Expectations
Service Recovery Strategies