Customer Requirement and Expectation - Essay Example

There are those customers who target standard products, which they want to buy at the lowest possible prices. Therefore, they will look for the reasonable range for the services they require in contrast to those who seek the aspect of quality and variety of services. The biggest challenges of management that are contemporary in the service industry are providing and excelling in customer satisfaction. The differentiation, competitiveness, and retention of customers are factors that are important in the success of the service industry.

To get the satisfaction level of customers, for example in a hotel, there is a need to introduce comment cards for guests, which are then analyzed. The other way is to make personal contact with guests and also through feedback on the internet. (Luck and Lancaster, 2003: p 213). The staffs of this service industry need to be able to motivate the customers and this can be done through a motivation scheme for the employees who are exemplary with the customers.Handling of complaints is also another major problem and the management needs to formulate a way to compensate the customer either by apologizing and performing random acts of kindness such as issuing doughnuts.

According to Bender (2012), success is not brought about by combustion spontaneously but rather one must first set themselves on fire.