starbucks delivering customer service case analysis ppt

... the customer if talking to the right person in the organisation. 2.1. Providing prompt service to customers ã Good customer service is the life-blood of any business. ã Good customer service ... customer. Whatever action is required, it needs to be taken quickly and with the customer s knowledge. CONTENTS 2.1. Providing prompt service to customers 2.2. Establishing a rapport with customers 2.3. ... with customers 2.3. Handling customers complains 2.4. Delivering high-quality service to all customers, including those with specific needs 2.5. Promoting product and services. 2.3.1.Policies...

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Ngày tải lên: 16/07/2014, 04:00

... offer customer service related seminars.He also hosts The Customer Service Zone on the Internet, at www.cus- tomerservicezone.com, where you can find free help and sug- gestions on customer service ... the customer that you are paying attention and that you believe that the customer and what he or 20 Perfect Phrases for Customer Service Bacal02.qxp 10/29/2004 3:58 PM Page 20 ity customer service, you ... 1. Basics of Customer Service 3 What's in It for Me? 4 Different Kinds of Customers 6 First Things First—Dispelling an Important Customer Service Myth 8 Understanding What Customers Want...

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... repetitive customer inquiries. Companies with poor service also lose customers, since web users get frustrated quickly and head elsewhere. Web-based customer service is a great way to habituate customers ... of the company’s customer service. 4 â 2005 RightNow Technologies, Inc. Web-Based Service Innovators: Cases-In-Point As more companies deploy web-based customer service, their successes ... site. Quality customer service requires the rapid posting of customer- driven content. 3. Make customer service resources easy-to-find and easy-to-use Great content isn’t much use if customers...

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... allow customers to see some of these backstage elements and how would you do it? 68 PART TWO ã THE SERVICE CUSTOMER FIGURE 3.9 The Service Marketing System for a Low-Contact Service service ... results. service encounter stage: the second stage in the service purchase process where the service delivery takes place through interactions between customers and the service provider. Service ... FIGURE 4.5 Flowcharting a Customer& apos;s Visit to a Hotel CHAPTER FOUR ã CUSTOMER BEHAVIOR IN SERVICE ENVIRONMENTS 83 HOW CUSTOMERS EVALUATE SERVICE PERFORMANCES Service performances—especially...

Ngày tải lên: 21/06/2014, 04:20

... requirement in customers' purchase decision cri- 130 PART TWO ã THE SERVICE CUSTOMER service guarantee: a promise that if service delivery fails to meet predefined standards, the customer ... element of the service. 2. Guarantees set clear standards, telling customers and employees alike what the company stands for. Compensating customers for poor service causes managers Four Service ... Keveaney, " ;Customer Switching Behavior in Service Industries: An Exploratory Study," Journal of Marketing 59 (April 1995): 71-82. 128 PART TWO ã THE SERVICE CUSTOMER Service Recovery...

Ngày tải lên: 21/06/2014, 04:20

... supplementary services. Facilitating supplementary services aid in the use of the core product or are required for service delivery, while enhancing sup- plementary services add extra value for customers. ... CHAPTER SEVEN . THE SERVICE PRODUCT 157 SERVICE MARKETING STRATEGY PAYING FOR SERVICE: THE CUSTOMER& apos;S PERSPECTIVE Have you ever noticed what a wide variety of terms service organizations ... the service that directly benefits customers (requiring marketers to research what aspects of the service the customers do and do not value). This strategy requires firms to communicate service...

Ngày tải lên: 21/06/2014, 04:20

... use. Service providers with a high proportion of neutral and satisfied customers need to increase their range of supporting services and provide responsive service recovery processes so that customers ... Dealing with a service organization through arm's length transactions may mean that a customer never sees the service facilities or meets service personnel. As a result, service encounters ... between customers and service suppliers in which mail or telecommunications minimize the need to meet face-to-face. PHYSICAL EVIDENCE AND THE SERVICESCAPE When customers visit a service...

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