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SVE Unit 1 - Coggle Diagram
SVE Unit 1
Basic skills of community service -Claps (gems)
Listening skills
Clear communication
To go the extra mile
Positive Attribute
Adaptability
Steps to measure quality of service
Number of complains
Demand/Supply
Direct feedback
Benchmark against standard in industry
Monitor social media
Customer expectation
Past experience
Word of Mouth
Mass media
Moment of truth
Impact/Benefits of Quality Service
Sales Revenues
Save Advertising Expenses
Build image reputation
Attract Talented workforce
Factors that affect quality of service
lack of training
Lack of empathy
Lack of technology usage
breakdown in service chain in company
3 Level of customer expectation (PED)
Delightful
Emotional
Practical