PROVIDING QUALITY SERVICE

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Presentation transcript:

PROVIDING QUALITY SERVICE Teri Ridler Hands On Leadership

What are Your Customers’ Expectations about Your Products The Customer Wheel Know Your Products Know Your Customer What are Your Customers’ Expectations about Your Products

Your Products Tangible Item Intangible Service Perception = 100% Reality Ripple Effect: 1 person tells 10 people about your product – those 10 people tell 6 people each – 60 people have now formed an opinion about your company’s product!

Brand Expectations: Advertisements (words) Media (pictures) Word of Mouth (experiences) Price (perceived value)

The Customer Internal Customers: Inside your Company External Customers: Outside your Company What are their Expectations? People who’s expectations are not met, will tell 9 – 10 people! Misery loves company!

Influences: Demographic background Education Financial Status Family Size Past Experiences Other?

Concern for the Individual Expectations Courteous Staff Correct Information Concern for the Individual

Quality Service Acknowledge Adapt Assist

Don’t take “People” out of the “Product” Acknowledge Greet and Smile Don’t take “People” out of the “Product”

Adapt How can you turn an S.O.D. (source of distress) in to a S.O.S. (source of satisfaction)?

Assist Fix problems promptly Don’t “blame”, “explain” Service is the one thing that places you above your competitors!

Remember: The most important part of quality service is not only knowing what to do…but actually doing it!