Professional Documents
Culture Documents
Customer Care LMAMarch 132008
Customer Care LMAMarch 132008
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External Customers
16 LMA Thursday March 13, 2008 Dr. H. Hejase
Quality
Grade
Fitness for use
Consistency
How is it determined ??
Expectation – to – Perception Match… ??
Expectations
Delight
Satisfaction
Perception
Dissatisfaction
Irritation
Experience Anger
A restaurant
A Supermarket
A Pharmacy
A Department Store
A Gas Station
A Post Office
1. Product-Driven
2. Employee-Driven
3. Profit-Driven
4. Customer-Driven
25 LMA Thursday March 13, 2008 Dr. H. Hejase
Exercise 5
Q1. In your opinion what is the most
?appropriate drive
?? HOW
Sad
Angry
Scared
Pacing
Furrowed brow
Rolling eyes
Shrugging shoulders
Implement fully
:Service
The Master key to Business Success