Application- Customer Focus

Individual Output

1. Are you loyal to any particular businesses? Why or why not?

Yes, I consider myself loyal to a particular business

2. Construct a list of at least 10 different names for “customer,” for example, buyer, client…

*purchaser

*shopper

*patron

*frequenter

*consumer

*spender

*vendee

*expender

*disburser

*emptor

3. How might a college or university segment its customers? What specific needs might each of these
customer groups have?

4. Classify the following customer requirements for a hotel using the 5 key dimensions of service quality-
reliability, assurance, tangibles, empathy, or responsiveness.

 Hotel equipment is always functioning - _________________

 Hotel staff is knowledgeable to answer guest’s questions - Assura ___________
 Hotel has comfortable beds, furniture, and fittings - Tangibles_______________
 Guests feel safe as services are delivered to their rooms - _________
 Hotel services are provided as promised - Reliability___________
 Hotel has well-dressed staff - Tangibles____________
 Hotel furnishings appear to be clean and shiny - Tangibles ________
 Guests receive individual attention - empathy____________
 Guests feel that hotel services are provided at a competitive and affordable price
________

5. In your handouts about Customer Focus, take a look with Kano Model of Customer Requirements.
Consider the following customer expectations for a fast-food (quick service) restaurant. Classify them as
dissatisfiers, satisfiers, and exciters/delighters.
a. Special prices on certain days

b. Food is safe to eat

c. Hot food is served hot

d. Service is friendly

e. Background music

f. Playland for children

g. Restaurant is clean inside

h. Food is fresh

i. A “one bite” money-back guarantee

j. Orders can be phoned in for pickup at a separate window