Professional Documents
Culture Documents
Mos
Mos
Part 5
DELIVERING AND
PERFORMING
SERVICE
12-2
Provider Gap 3
12-3
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
12-5
Service Culture
Making Promises
Keeping Promises
Service delivery
Reliability, responsiveness, empathy, assurance,
tangibles, recovery, flexibility
Face-to-face, telephone & online
interactions
The Customer Experience
Customer interactions with sub-contractors
or business partners
The “moment of truth”
12-14
Enabling Promises
Service Employees
Empowerment
Benefits: Drawbacks:
quicker responses to potentially greater dollar
customer needs during investment in selection and
service delivery training
quicker responses to higher labor costs
dissatisfied customers during potentially slower or
service recovery inconsistent service delivery
employees feel better about may violate customers’
their jobs and themselves perceptions of fair play
employees tend to interact employees may “give away
with warmth/enthusiasm the store” or make bad
empowered employees are a decisions
great source of ideas
great word-of-mouth
advertising from customers
12-22
Seattle’s CLICK!
12-23
Manager
Supervisor Supervisor
Customers
12-24