starbucks delivering customer service case analysis ppt
Marketing - Chapter 2: Delivering customer service
... 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 ... customer. Whatever action is required, it needs to be taken quickly and with the customer s knowledge. CONTENTS2.1. Providing prompt service to customers2.2. Establishing a rapport with customers2.3. ... with customers2.3. Handling customers complains2.4. Delivering high-quality service to all customers, including those with specific needs2.5. Promoting product and services. 2.3.1.Policies...
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3-Use-case Analysis.ppt
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Tài liệu 101 customer service training scripts for handling any situation pptx
... offer customer service related seminars.He alsohosts 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 payingattention and that you believe that the customer and what he or20Perfect 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? 4Different Kinds of Customers 6First Things First—Dispelling an Important Customer Service Myth 8Understanding What Customers Want...
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TEN SECRETS FOR SUCCESSFUL CUSTOMER SERVICE ppt
... 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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Customer Service Principles of Service Marketing and Management_3 ppt
... 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...
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Customer Service Principles of Service Marketing and Management_5 pptx
... 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...
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Customer Service Principles of Service Marketing and Management_6 pptx
... 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...
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Customer Service Principles of Service Marketing and Management_9 pptx
... 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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Use-Case Analysis
... 30w Bổ sung các mô tả của Use -Case w ẹ/v moói use -case realizationĐ Tỡm caực Class tửứ Use -Case BehaviorĐ Phaõn boồ Use -Case Behavior cho caực Classw ẹ/v moói analysis class tỡm ủửụùcĐ Moõ ... Anh Đức 6w Bổ sung Use -Case Descriptionw Với mỗi use -case realizationĐ Tỡm caực Class tửứ Use -Case BehaviorĐ Phaõn boồ Use -Case Behavior về các Classw Với mỗi analysis class đã tỡm thaỏyĐ ... Hướng đối tượng – Thiết kế kiến trúcDương Anh Đức 13Use Cases Analysis ClassesSourceCodeExecDesignElementsUse -Case Analysis Các Analysis Class: Bước đầu tiến đến cài đặt PT & TK Hướng...
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