CUSTOMER SERVICE. “ Going Beyond Customer Satisfaction “. take this test. Click below:. http://www.beldingskills.com/customer-from-hell-quiz.php. LEARNING OBJECTIVES. COURSE OUTLINE .Importance of Quality Customer Service .Understand Customer Needs and Expectations
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“ Going Beyond Customer Satisfaction “
Quality is viewed as a quantifiable or measurable characteristics or attribute.
Concerned primarily with engineering and manufacturing practices. Uses the universal definition of “Conformance to Requirements” as established by design.
Any deviation implies a reduction in quality.
Quality is an individual matter and that products that best satisfy their preferences
are those with the highest quality.
Quality is defined in terms of costs and prices as well as number of other attributes. Consumer’s purchase decision is based on quality at an acceptable price.
The designation is assigned to the “best-buy “product or service.
Quality is viewed as difficult to define or operational.
Services Differ from Goods
Services are basically INTANGIBLE
Services are HETEROGENEOUS
and day to day
Service consumption occurs during delivery.
SERVICE QUALITY is the extent of gap between customer’s perceptions of how a service is performed versus their expectations about how the provider should perform.
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