MODULE 11: POST TEST

It is based on a set of five dimensions which have been consistently ranked by customers to be most important for service quality, regardless of service industry.

• Productivity

• Quality

• Profitability

• Servqual

It is the caring, individualized attention the firm provides its customers.

• Tangible

• Reliability

• Empathy

• Assurance

It is analysis tools help you figure out what went wrong.

• Process Analysis

• Cause Analysis

• Brainstorming

• Customers Feedback

Service quality is especially important in ______because the customer’s car must be fixed and completed on time.

• Restaurants

• Retail

• Automotive

• Industry

It is possible to change the way in which customers interact with service providers.

• Introducing New Services

• Customer interaction

• Reducing Service Level

• Substituting Products for Services

It can solicit ideas from a group and generate ideas on ways to solve customer quality issues. Using this free concept mapping tools, you can shirt ideas into categories it also helps you organize your thinking.

• Process Analysis

• Cause Analysis

• Brainstorming

• Customers Feedback

A 'business process plan' for the hospitality industry requires a new set of discipline because knowledge acquisition of the changing technologies alone represent a challenge in and of itself.

• Service Leadership

• Customers Feedback

• Experiential Exercises

• Quality

Ability to perform the promised service dependably and accurately.

• Tangibles

• Reliability

• Assurance

• Responsiveness

Improve customer quality, you must understand your company's workflow and processes.

• Process Analysis

• Cause Analysis

• Brainstorming

• Customers Feedback

It is about delivering to the customer expectation, and then meeting and slightly exceeding that expectation.

• Service excellence

• Customer satisfaction

• Service Quality

• Productivity