1. PROVIDING QUALITY SERVICE
Teri Ridler
Hands On Leadership

2. 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

3. 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!

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

5. 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!

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

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

8. Quality Service
Acknowledge
Adapt
Assist

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

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

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

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