Podcast
Questions and Answers
What is the primary focus of hard customer-defined standards?
What is the primary focus of hard customer-defined standards?
- Translating customer expectations
- Behaviors or actions that can be observed through audits (correct)
- Opinion-based criteria
- Setting target levels for standards
Which step in the process for setting customer-defined standards involves translating customer expectations into behaviors/actions?
Which step in the process for setting customer-defined standards involves translating customer expectations into behaviors/actions?
- Identifying existing or desired service encounter sequence
- Establishing target levels for standards
- Developing measurements for standards
- Determining appropriate standards (correct)
What distinguishes soft customer-defined standards from hard customer-defined standards?
What distinguishes soft customer-defined standards from hard customer-defined standards?
- They are opinion-based (correct)
- They are translated from customer expectations
- They can be counted, timed, or observed through audits
- They involve setting target levels
What is the purpose of providing feedback about performance to employees in the context of service standards?
What is the purpose of providing feedback about performance to employees in the context of service standards?
Which type of standard focuses on behaviors or actions that can be observed through audits?
Which type of standard focuses on behaviors or actions that can be observed through audits?
In the process for setting customer-defined standards, what is the role of developing measurements for standards?
In the process for setting customer-defined standards, what is the role of developing measurements for standards?
What is the primary objective of the sample core standards at the Four Seasons Hotel in relation to hotel arrival?
What is the primary objective of the sample core standards at the Four Seasons Hotel in relation to hotel arrival?
What is the role of the doorman (first-contact employee) according to the sample core standards at the Four Seasons Hotel?
What is the role of the doorman (first-contact employee) according to the sample core standards at the Four Seasons Hotel?
What is the maximum time limit set for guests waiting in line at the reception desk as per the sample core standards?
What is the maximum time limit set for guests waiting in line at the reception desk as per the sample core standards?
Which of the following is NOT part of the welcome procedure described in the sample core standards at the Four Seasons Hotel?
Which of the following is NOT part of the welcome procedure described in the sample core standards at the Four Seasons Hotel?
What does the sample core standard imply about the staff's awareness of arriving vehicles?
What does the sample core standard imply about the staff's awareness of arriving vehicles?
In what manner should guests be welcomed at the curbside according to the sample core standards?
In what manner should guests be welcomed at the curbside according to the sample core standards?
What type of surveys are used to update target levels and measures according to the text?
What type of surveys are used to update target levels and measures according to the text?
In the context of customer expectations, what does the term 'Tangibles' refer to?
In the context of customer expectations, what does the term 'Tangibles' refer to?
What is the key focus when developing service performance indexes as mentioned in the text?
What is the key focus when developing service performance indexes as mentioned in the text?
What approach did Four Seasons Hotel adopt in adapting service standards globally or locally?
What approach did Four Seasons Hotel adopt in adapting service standards globally or locally?
What is the main purpose of the Importance/Performance Matrix mentioned in the text?
What is the main purpose of the Importance/Performance Matrix mentioned in the text?
What does the term 'SERVQUAL surveys' refer to in the context of customer-defined service standards?
What does the term 'SERVQUAL surveys' refer to in the context of customer-defined service standards?
What is the primary difference between company-defined and customer-defined service standards?
What is the primary difference between company-defined and customer-defined service standards?
What is the significance of the doorman in the sample core standards at the Four Seasons Hotel?
What is the significance of the doorman in the sample core standards at the Four Seasons Hotel?
How does the staff at the Four Seasons Hotel demonstrate awareness of arriving vehicles according to the sample core standards?
How does the staff at the Four Seasons Hotel demonstrate awareness of arriving vehicles according to the sample core standards?
What is the objective of the hotel arrival mission described in the sample core standards at Four Seasons Hotel?
What is the objective of the hotel arrival mission described in the sample core standards at Four Seasons Hotel?
Which statement best describes the core focus of customer-defined service standards as opposed to company-defined standards?
Which statement best describes the core focus of customer-defined service standards as opposed to company-defined standards?
What role does the curbside welcome play in the hotel arrival mission at the Four Seasons Hotel?
What role does the curbside welcome play in the hotel arrival mission at the Four Seasons Hotel?
What is the primary purpose of standardization of service behaviors and actions in the context of service standards?
What is the primary purpose of standardization of service behaviors and actions in the context of service standards?
Which type of customer-defined standards focuses on opinion-based criteria?
Which type of customer-defined standards focuses on opinion-based criteria?
In the process for setting customer-defined standards, what is the role of establishing target levels for standards?
In the process for setting customer-defined standards, what is the role of establishing target levels for standards?
What is the significance of tracking measures against standards in the context of service standards?
What is the significance of tracking measures against standards in the context of service standards?
Which type of standard focuses on behaviors or actions that can be counted, timed, or observed through audits?
Which type of standard focuses on behaviors or actions that can be counted, timed, or observed through audits?
What is the key objective of translating customer expectations into behaviors/actions in the process of setting customer-defined standards?
What is the key objective of translating customer expectations into behaviors/actions in the process of setting customer-defined standards?
What is the term 'Diagnosticity' mentioned in the text most closely associated with?
What is the term 'Diagnosticity' mentioned in the text most closely associated with?
What is the key difference between soft measures and hard measures when setting service standards?
What is the key difference between soft measures and hard measures when setting service standards?
In the context of service standards, what does the term 'Speed of Complaint Handling' primarily indicate?
In the context of service standards, what does the term 'Speed of Complaint Handling' primarily indicate?
What type of indexes are used when developing service performance indexes as discussed in the text?
What type of indexes are used when developing service performance indexes as discussed in the text?
Which of the following best describes the approach taken by Four Seasons Hotel regarding global adaptation of service standards?
Which of the following best describes the approach taken by Four Seasons Hotel regarding global adaptation of service standards?
What is the key focus when adapting service standards globally or locally as exemplified by Europe Disney?
What is the key focus when adapting service standards globally or locally as exemplified by Europe Disney?
