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SVE-Unit 1 - Coggle Diagram
SVE-Unit 1
Steps to measure quality service
Benchmark against standards in industry
Direct Feedback
Number of Complaints
Demand and Supply
Basic Skills of Customer Service-CLAP (GEMS)
Wiling to go the extra mile
Listening Skills
Clear Communication
Positive Attitude
Adaptibality
Customer Expectations
Past experience
Mass Media
Word of Mouth
Moment of Truth
Factors that affect the quality service
Lack of technology usage
Lack training
Lack of empathy
Breakdown in service chain in company
Impt/Benefits of Quality Service
Brand Image/ Reputation
Sales Revenue
Sales Advertising Expenses
Attract Talented Workforce
3 levels of Customer Expectations (PED)
Practical
Emotional
Delightful