Customer Defined Service Standards
Customer Defined Service Standards
Customer Defined Service Standards
by : ravi soni
GAP 2
It is the gap between company perceptions of consumer expectations & customer expectation of service from the company.
REASON FOR THIS GAP : Not having the right service quality design & standards
by : ravi soni
MEANING
Setting of service standard in such a way which ultimately meets consumers expectation is known as customer
by : ravi soni
STRUCTURING
MONITORING
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Company Defined-
Hard Standards things that can be counted, timed, or observed through audits. (time, numbers of events) Soft Standards Opinion-based measures that cannot be observed and must be collected by talking to customers (perceptions, beliefs)
by : ravi soni
1 .Appointment available within one day of customers requested service day 2 . Service status provided within one minute of inquiry 3 . Vehicle serviced right on first visit 4 . Vehicle ready at agreed-upon time
5 . Service needs are courteously identified, accurately recorded on repair order and verified with customer 6 . Thorough explanation given of work done coverage and charges
by : ravi soni
Hard
Soft
by : ravi soni
1- Identify Existing or Desired Service EncounterSequence: it is when the customer interacts with the service or product for the first time. 2- Translate Customer Expectations Into behaviors/actions customer expectations are translated into concrete behaviour actions with each encounter. 3- Select actions for standards: Standards are based on behaviors and actions that are very important for the customers. standards cover performance that need to be improved or maintained Standards are accepted by employees. Standards are challenging but realistic
by : ravi soni
4- Set Hard or Soft Standards: companies are biased towards hard standard. First establish a soft standard. 5- Develop Feedback Mechanisms: Hard standards involve mechanical counts or technology enabled measurements Soft standards- employee monitoring through customer feedback.
by : ravi soni
6- Establish measures and target levels:companies can relate levels of customer satisfaction with actual performance of a behavior .Eg: Airline waiting line. 7- Track measure against standards: -Figuring out what goes wrong and prevent it from happening again. 8- Provide feedback about performance to employees: - Communication of performance on its service quality to its employees to identify and correct problems.
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Thank you
by : ravi soni