Customer Service Satisfaction

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Questions and Answers

What is the outcome when an employee acknowledges a customer's request and attempts to fulfill it?

Customer is usually satisfied (correct)

Customer's loyalty is not affected

Customer becomes dissatisfied

Customer remains neutral

What is the result of an employee's disinterest in resolving a service encounter?

Customer's loyalty is not affected

Customer becomes satisfied

Customer is usually dissatisfied (correct)

Customer remains neutral

What type of employee actions can leave customers feeling pampered?

Ignoring customer requests

Providing minimal information

Taking extra time and showing interest (correct)

Rushing through the service encounter

What is the term for evaluating a service encounter holistically, considering all aspects of the experience?

Gestalt evaluation Signup and view all the answers

What can result from a customer having a series of positive encounters with a service provider?

Customer becomes a loyal patron Signup and view all the answers

What is the outcome of an employee's unwillingness to consider resolving a service encounter?

Customer is usually dissatisfied Signup and view all the answers

What is the key aspect of a server's response to customer displeasure?

Genuineness and flexibility Signup and view all the answers

What is the outcome when an employee offers no compensation, explanation, or solution to a customer's problem?

The encounter is perceived as unsatisfactory Signup and view all the answers

What is an example of a special need that a customer may have?

Language difficulties Signup and view all the answers

What can an employee's response do to a negative experience?

Make it better Signup and view all the answers

What is the goal of service recovery?

To preserve future loyalty Signup and view all the answers

What can an employee's response do to the original problem?

Magnify it by creating 'two wrongs' Signup and view all the answers

What is an example of an upgrade that can be offered as compensation?

An upgraded room Signup and view all the answers

Why is an employee's response critical in service delivery?

Because they can provide explanations and assistance Signup and view all the answers

What is the primary goal of restaurants and hotels?

To satisfy both physical and psychological expectations of guests Signup and view all the answers

What happens when a service fails to meet customer expectations?

The customer loses their time, money, and emotions Signup and view all the answers

Why do customers and employees have different perspectives on service delivery?

Because customers invest emotions and time, while employees view it as routine Signup and view all the answers

What is the consequence of not satisfying customers according to James C. Penney?

The business will soon be out of customers Signup and view all the answers

What is unique about the delivery of an intangible product?

It leaves room for conflicting perceptions of its quality Signup and view all the answers

What is the primary focus of service delivery systems?

To provide a good product and service Signup and view all the answers

What is the result of not satisfying the business?

The business will soon be out of business Signup and view all the answers

How does service quality vary?

It does not run on a continuum from good to poor Signup and view all the answers

Study Notes

Customer Satisfaction

Customer satisfaction is often achieved when employees acknowledge and attempt to fulfill customer requests, or explain why they cannot be fulfilled
Employee disinterest or unwillingness to resolve issues leads to customer dissatisfaction

Employee Actions and Customer Perception

Unprompted and unsolicited employee actions, such as providing extra time or information, show interest in customer comfort and leave them feeling satisfied
Truly out-of-the-ordinary behaviors, exemplary performance under adverse circumstances, and Gestalt evaluations also contribute to customer satisfaction
Gestalt evaluation is a holistic evaluation of the service encounter, where "everything went right"
A series of positive encounters with one provider can lead to customer loyalty or vows to never return

Service Provision and Profit

The goal of service providers is to satisfy customers while making a profit
James C. Penney's quote highlights the importance of balancing customer satisfaction with business needs
Restaurants and hotels aim to satisfy both physical and psychological expectations of guests through good products and services

Intangible Products and Conflicting Perceptions

Delivery of intangible products can lead to conflicting perceptions of quality between customers and employees
Customers and employees may view service delivery from different perspectives, with customers investing time, money, and emotions in the experience

Perception of Value and Response to Issues

Service quality is not a continuum from good to poor, but rather a genuine response to customer needs and issues
Immediate corrective action, plausible explanations, and assistance in solving problems can save the customer experience and preserve loyalty
Compensation, such as upgraded rooms or free drinks, may be offered to resolve issues, but is not the only solution
Employee response can turn a negative experience into a positive memory or exacerbate the problem by creating "two wrongs"

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Description

This quiz explores the factors that affect customer satisfaction in service encounters, including employee response and actions.