Podcast
Questions and Answers
What is the outcome when an employee acknowledges a customer's request and attempts to fulfill it?
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?
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?
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?
What is the term for evaluating a service encounter holistically, considering all aspects of the experience?
What can result from a customer having a series of positive encounters with a service provider?
What can result from a customer having a series of positive encounters with a service provider?
What is the outcome of an employee's unwillingness to consider resolving a service encounter?
What is the outcome of an employee's unwillingness to consider resolving a service encounter?
What is the key aspect of a server's response to customer displeasure?
What is the key aspect of a server's response to customer displeasure?
What is the outcome when an employee offers no compensation, explanation, or solution to a customer's problem?
What is the outcome when an employee offers no compensation, explanation, or solution to a customer's problem?
What is an example of a special need that a customer may have?
What is an example of a special need that a customer may have?
What can an employee's response do to a negative experience?
What can an employee's response do to a negative experience?
What is the goal of service recovery?
What is the goal of service recovery?
What can an employee's response do to the original problem?
What can an employee's response do to the original problem?
What is an example of an upgrade that can be offered as compensation?
What is an example of an upgrade that can be offered as compensation?
Why is an employee's response critical in service delivery?
Why is an employee's response critical in service delivery?
What is the primary goal of restaurants and hotels?
What is the primary goal of restaurants and hotels?
What happens when a service fails to meet customer expectations?
What happens when a service fails to meet customer expectations?
Why do customers and employees have different perspectives on service delivery?
Why do customers and employees have different perspectives on service delivery?
What is the consequence of not satisfying customers according to James C. Penney?
What is the consequence of not satisfying customers according to James C. Penney?
What is unique about the delivery of an intangible product?
What is unique about the delivery of an intangible product?
What is the primary focus of service delivery systems?
What is the primary focus of service delivery systems?
What is the result of not satisfying the business?
What is the result of not satisfying the business?
How does service quality vary?
How does service quality vary?
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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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