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SVE-Unit1 - Coggle Diagram
SVE-Unit1
Impt/benefit of quality service
Sales revenue
Sales advertising expenses
Bulid image/reputation
Attract talent workforce
Customer Expectation
Past experience
Words from mouth
Mass media
Moment of truth
Factors that affect quality of service
Lack of training
Lack of empathy
Lack of technology usage
Breakdown in service chain in company
Basic skills of customer service- CLAP(GEMS)
Listening skills
Clear communicate
Willing to go the extra mile
Positive attitude
Adaptability
3 levels of customer service (PED)
Emotional
Delighted
Practical
Step to measure quality of service
Direct feedback
Monitor social media
Number of complaints)