purpose of delivering effective customer service

Customer Service - Principles of Service Marketing and Management - C Lovelock & L Wright

... TABLE 2.1 Selected Ways of Classifying Services degree of tangibility or intangibility of service processes direct recipient of the service process place and time of service delivery customization ... Underlying such failures is often a lack of understanding of some of the key principles of service marketing and management. Technological change affects many other types of services, too, from airfreight ... behalf of the recipient. benefit: an advantage or gain that customers obtain from performance of a service or use of a physical good. What Is a Service? Because of their diversity, services...

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Marketing - Chapter 2: Delivering customer service

Danh mục: Tiếp thị - Bán hàng

... the customer if talking to the right person in the organisation. 2.1. Providing prompt service to customersãGood customer service is the life-blood of any business.ãGood customer service ... that customers have varying degrees of disability and that every customer has individual needs you should be sensitive to. CHAPTER 2 Delivering customer service BSBCUS301A 2.3.2.Types of complaintsãThe ... effort to accommodate customers with disabilities by anticipating their needs, providing reassurance of necessary and maintaining your professional service. ãSome types of customers with disabilities:1....

evaluate effectiveness of customer service activities in increasing sales for kichi-kichi hot pot bar restaurant on 61 ma may street

Danh mục: Quản trị kinh doanh

... on customer service. Customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but if you cannot get some of ... 8Chapter 2: Theoretical framework 91. Customer care or customer service definition 92. The importance of customer service to business 93. Requirements on customer service 15Chapter 3: Analysis and ... making loyal customer Firstly, customer service is an effective tool in keeping existing and making loyal customer. Generally, customer is divided into two kinds: existing and potential customer. ...

Customer Service Principles of Service Marketing and Management_3 ppt

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... Determinants of Customer Expectations of Service, " Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12. predicted service: the level of service quality a customer believes ... differing levels of participation required of customers across an array of service businesses. Service Firms as Teachers Although service providers attempt to design the ideal level of customer participation ... choice of service processes, presentation of physical evidence, and use of marketing communications—not least for educational purposes. Several of the distinctive characteristics of services...

Customer Service Principles of Service Marketing and Management_5 pptx

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... Implications of the Flower of Service The eight categories of supplementary services that form the Flower of Service provide many options for enhancing the core service product. Most supplementary services ... payment or an offer of equiva-lent service in kind is appropriate. This type of recovery strategy may also reduce the risk of legal action by an angry customer. Service guarantees often lay out ... THE SERVICE CUSTOMER Service Recovery Following Customer Complaints Service recovery plays a crucial role in restoring customer satisfaction following a ser-vice failure and retaining a customer& apos;s...

Customer Service Principles of Service Marketing and Management_6 pptx

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... steps of service delivery are particularly important, since customers' first impressions can affect their evaluations of quality during later stages of service delivery. Perceptions of their ... "Flower of Service& quot; concept presented in this section was first introduced in Christopher H. Lovelock, "Cultivating the Flower of Service: New Ways of Looking at Core and Supplementary Services," ... feel about the net value of a service may be sharply different post-use and pre-use, reflecting the experiential qual-ities of many services. When customers use a service and find that it has...

Customer Service Principles of Service Marketing and Management_7 doc

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... investment management, and medical services. Customer Service Employees in customer service positions are often responsible for delivery of a variety of supplementary services, including providing ... subscription services, such as cable television, Internet service, cellular telephone service, or credit cards, often employ a strategy of offering the service at a discount—or even free of charge—for ... "Managing Word of Mouth Communications," Journal of Services Marketing 3 (Spring 1989): 55-67. 10. Eugene W.Anderson, " ;Customer Satisfaction and Word of Mouth," Journal of Service Research...

Customer Service Principles of Service Marketing and Management_8 doc

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... can we use? Service delivery is closely linked to the choice of service process—whether the service involves the physi-cal person of the customer, a tangible possession, or some form of information. ... distinctive branded service experience for customers requires consistency at all stages of the service delivery process. In designing services, managers should be aware of the importance of selecting ... locations also offer videoconferencing technology. The com-pany provides an array of other services and products, including rentals of conference rooms, notary public service, and sale of office supplies....

Customer Service Principles of Service Marketing and Management_9 pptx

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... of bank customers identified poor customer service quality as the most frequent reason for account closures. Analysis of the study results and bank branch profits indi-cated that customer service ... place of business, and (in certain types of services) serving the customer at a distance through physical or electronic channels. Customers Visit the Service Site The convenience of service ... more effective or easier to use. Service providers with a high proportion of neutral and satisfied customers need to increase their range of supporting services and provide responsive service...

Customer Service Principles of Service Marketing and Management_2 docx

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... Determinants of Customer Expectations of Service, " Journal of the Academy of Marketing Science 21, no. 1 (1993): 1-12. predicted service: the level of service quality a customer believes ... THE SERVICE CUSTOMER TABLE 3.3 Levels of Customer Participation Across Different Services Low (Customer Presence Moderate (Customer Inputs Required During Service Delivery) Required for Service ... differing levels of participation required of customers across an array of service businesses. Service Firms as Teachers Although service providers attempt to design the ideal level of customer participation...

Customer Service Principles of Service Marketing and Management_3 pdf

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... treating customers fairly, offering service augmentations, and treating each customer as though he or she were a segment of one—the essence of mass customiza-tion. Service "extras" often ... Realizing the Full Profit Potential of a Customer Relationship How much is a loyal customer worth in terms of profits? In a classic study, Reichheld and Sasser analyzed the profit per customer in many ... remained customers for life? (As we showed earlier, the profitabil-ity of a customer often increases over time. If valued customers are defecting, it is important to identify the reasons why customers...

Customer Service Principles of Service Marketing and Management_5 docx

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... steps of service delivery are particularly important, since customers' first impressions can affect their evaluations of quality during later stages of service delivery. Perceptions of their ... strategy of relating the price to that aspect of the service that directly creates benefits for customers. flat-rate pricing: the strategy of quoting a fixed price for a service in advance of ... expensive fare. Other types of service companies have also recognized the different trade-offs that customers are willing to make and have created multiple levels of service. For example, Capital...

Customer Service Principles of Service Marketing and Management_6 doc

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... investment management, and medical services. Customer Service Employees in customer service positions are often responsible for delivery of a variety of supplementary services, including providing ... subscription services, such as cable television, Internet service, cellular telephone service, or credit cards, often employ a strategy of offering the service at a discount—or even free of charge—for ... characteristics of services.2 Intangible Nature of Service Performances Since services are performances rather than objects, their benefits can be difficult to communicate to customers. Service providers...