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Managing in the service environment - Essay Example

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Timeliness is a critical ingredient of quality of customer service in that it plays a degree of satisfaction with regard to the time allocation that is needed in the delivery of services. In essence, customer satisfaction is measured in terms of how consistence a service…
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Managing in the service environment
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Why is timeliness a critical ingredient of quality service? Timeliness is a critical ingredient of quality of customer service in that it plays a degree of satisfaction with regard to the time allocation that is needed in the delivery of services. In essence, customer satisfaction is measured in terms of how consistence a service provider is, in making delivered to customers as they play a significant role in the market (Martin et al 3).
What are the three components of service time? How is each defined?
There are three components of service time that are crucial they include: availability of products, satisfaction of the customers, retaining of customers. Products availability in that the service provider is capable of providing the customers with their expectations. The customers ought to be satisfied with what the service providers have. The service providers should be able to keep customers coming back through the services provided (Martin et al 4).
What are the two major dimensions of customer service expectations? How would you define each dimension?
Customer service dimensions are crucial in ensuring that there is satisfactory customer service from the service provider to the customers. One major dimension is known as desired service. Desired service entails a blend of what the customer believes can be done and should be done. This draws the hope and expectation of the customers from the service providers.
The second major dimension is known as adequate service. Adequate service entails the level of service that the customer ought to accept from the service providers that he or she is working with.
How procedural and personal encounter dimensions are different in:
The procedural dimension comprises of systems and procedures that are important in the delivery of products and services. Conversely, personal dimension explains how service providers use their attitudes; behaviors and verbal skills interact with customers.
Freezer
This indicates that there is a low operation mood in both procedural and personal service. Essentially, this approach to the customers gives the expression that the service provider does not care.
Factory
This indicates that there is proficiency in the procedural service, but the personal dimension is weak. Basically, the approach tells the customer that he /she is a ‘number’ in which the service provider is there to process (Martin et al 11).
How procedural and personal encounter dimensions are different in:
Zoo
This indicates a service that is extremely personal, but does not have procedural constituency. The approach communicates to the customer that the service provider is trying hard although they are not sure of what they are doing.
Quality customer service
It is the best approach as it represents quality customer service at both personal and procedural dimensions. It communicates to the customer as having the knowledge to handle its issues through care, and delivery (Martin et al 11).
Why it is important to empower employees in the customer services?
Employee empowerment is important in ensuring that they are in a position to make decision on behalf of the employee in terms of service provision. Moreover, it makes the employee have a sense of ownership, responsibility and to serve customer as per the standards of a given service provider (Martin et al 12).
What is anticipation? How a hospitality organization can anticipate the behavior of its customers?
Anticipation entails being able to predict the behavior of customers. A hospitality organization can anticipate the behavior of it customer according to the service they provide. That way they are certain of how to handle them during and when they offer services.
Why it is important to remain one step ahead of the customers? How it helps in anticipation of the behavior of the customers?
It is crucial that a service provider must remain one step ahead of the customer to be able to provide the customer with all the necessary information that is need with regard to the service they need. Through this, the service provider is able to predict the behavior of the customer during, and after providing them with services (Martin et al 14).
Works cited:
Martin, William et al. Quality Customer Service: How to Win a Customer. Menlo Park, Calif.: Crisp Publications, Inc.2001. Print. Read More
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