Capítol B 1 - Projectar una imagen positiva d'FGC

Study Notes

Clients become enthusiastic when they receive service that exceeds their expectations.
To satisfy people's expectations, we need to know their demands and needs.
These demands are an inseparable component of the service that FGC offers.
Buyers of FGC's product/service purchase a "whole" that includes physical advantages and satisfaction of expectations.
FGC's service quality is dependent on meeting customer demands.
Meeting customer demands is key to creating enthusiastic clients.
Clients are more likely to be satisfied when they receive something extra or beyond what was agreed upon.
FGC must understand and meet customer needs to provide quality service.
Customer satisfaction is a crucial component of FGC's service quality.
Meeting customer needs is essential to creating a positive customer experience.
FGC aims to achieve customer loyalty through meeting their needs and expectations.
The perception of the customer may differ from what the organization believes.
The customer's satisfaction depends on the difference between their expectations and experience.
Quality of service includes basic service and associated service (emotional components).
The service is difficult to control and cannot be returned like a product.
The moment of truth is any event in which the customer comes into contact with FGC.
It is important to ensure that as many moments of truth as possible are positive.
Negative experiences can erase positive ones in the customer's memory.
Each person who interacts with customers has a great influence on the moments of truth.
The customer's journey is made up of situations that define their experience with FGC.