Please enable JavaScript.
Coggle requires JavaScript to display documents.
SVE UNIT 1 - Coggle Diagram
SVE UNIT 1
customer expectation
mass media
word mouth
pass expectation
moment of truth
basic skills of customer service
listening skills
positive attitude
clear communication
wanting to go the extra mile
Benefits of quality service
build image reputation
attract talented workforce
sales revenue
save expenses
steps to measure quality of service
direct feedback
monitor social media
demand and supply
number of complains
Factors that affect quality service
lack of training
lack of technology usage
lack of empathy
3 levels of customer expectation
emotional
delightful
practical