This is an example of a service process flow chart involving activities performed at the front and back stage. Each contact point where the customer interacts with the company is considered as a service encounter.
Your Harvard system of referencing should look something like that:
Packaging is important. Especially for writing a report. It helps your communication. Before you submit your report, check the following: 1 Do you have a content page? 2 Have you printed your page number? 3 Have you got a proper … Continue reading
This is an article emailed to me by a friend of mine. Who sells the largest number of cameras in India? Your guess is likely to be Sony, Canon or Nikon. Answer is none of the above. The winner is … Continue reading
A service encounter is a period of time during which customer interact directly with a service. It is also called as “Moment of Truth”. E.g. The discreet period of time in which a customer interacts with a member of the … Continue reading
Each customer contact is called a moment of truth. You have the ability to satisfy your customers or dissatisfy them in the moment of truth.
Service recovery paradox states that with a highly effective service recovery, a service or product failure offers a chance to achieve higher satisfaction ratings from customers than if the failure had never happened. This means that a good recovery can … Continue reading