Assignment 2 – Service Encounters GSBS 6015 20/03/16 Salam Abbas - C3261695 Lauren Romano - C3246958 Asma Suhail - C3238999 Executive Summary This report provides a summary and analysis of the current and prospective service issues faced by Sir Stamford Hotel in Sydney, NSW. The key method of research utilised is the analysis of written customer feedback on two travel review sites independent of the service provider; tripadvisor.com and expedia.com. Customer themes of satisfaction
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Service Quality Introduction During the past ten years I have devoted my time primarily to the field of quality in services, mainly as a researcher but also as a consultant. In order to understand how to manage and improve quality in service companies, we must first understand the partly unique characteristics and production logic of services. Therefore, I will begin by discussing the quality concept and the logic of service production, then go on to consider the quality concept in a service
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market leader in both sales and service segments. Consider the time when OTISLINE was just being conceived. Why do they need to do anything at all, and that too in the service sector? Higher Margins in Services-Elevator industry was highly competitive with players comprising Otis, Westinghouse, Dover, Montgomery, Schindler, U.S. Elevator and Fujitec. Otis was the industry leader in sales and service. The manufacturing companies were more focused on getting service contract rather than sales because
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CUSTOMER SEVICES PROCEDURE The Customer Services section is responsible for receiving, documenting and responding complaints or any question from the public or customers. They are received via phone, letter, email or personal visit. Customer service is made up to protecting the customer; know what the customer wants and satisfying the customer. There are many types of communication in customer services include complaints, questions, and problems. The most frequent communications is customer
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Shahrzad 20121014 Zahra 20121016 Index • Introduction about Village Volvo • Village Volvo’s Service Package • Distinctive characteristic of Service firm • Characterize Nature of Service act • Characterize Relationship customers • Characterize Customization and judgment • Characterize Nature of demand and supply • Characterize Method of service delivery • Village Volvo back-office management • Village Volvo Versa Volvo Dealers • Conclusion
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2012 Gaps Model of Service Quality Perceived Service Expected Service CUSTOMER COMPANY Customer Gap GAP 1 GAP 2 GAP 3 External Communications to Customers GAP 4 Service Delivery Customer-Driven Service Designs and Standards Company Perceptions of Consumer Expectations * Customer Gap:- difference between expectations and perceptions * Provider Gap 1:- not knowing what customers expect * Provider Gap 2:- not having the right service designs and standards
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Charter/Code of Practice is to improve access to an organization’s services and promote quality. It does this by telling customers the standards of service to expect, what to do if something goes wrong, and how to make contact. A Customer Charter/Code of Practice helps employees too, by setting out clearly the services their organization provides. Service charter is important because it is an ideal way of helping organization define what that service should be and the standard that should be expected. Importance
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proposal for 2 days- The Service I.M.A.G.E Training Programme, customer service training for your organization, INTI International University, Nilai Campus. The Service I.M.A.G.E Training Programme is specifically designed to encourage and support a more customer centric workforce especially the frontlines thereby enhancing customer satisfaction and retention within your organization. Our training solution is also designed to complement, integrate and support other customer service initiatives within
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Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness
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A service guarantee is a promise that a service or product will meet certain consumer expectations or standards. Many times it is provided to the consumer in writing. If the product fails to perform as promised, the vendor may offer replacement of the item, refund the purchase price, or offer other forms of reimbursement, like a store credit. The purpose of it is to instill consumer confidence. The type of promise that a merchant makes may differ, depending on the product or service. It is not uncommon
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