Chapter 11 Flashcards
MANAGING PEOPLE FOR SERVICE ADVANTAGE
are a key input for delivering service excellence and competitive
advantage.
Frontline employees
arises when a discrepancy exists
between how frontline staff feel inside and the “emotions” the management requires them to show in
front of customers.
Emotional labor
_____ begins with “heavy
organizational” emphasis on attracting new customers, who become dissatisfied with employee performance
and the lack of continuity implicit in continually changing faces due to high staff turnover.
The customer Cycle of Failure
.
Successful performance in a job is often measured by the
“absence of mistakes”, rather than by high productivity or
outstanding customer service.
‘Cycle of Mediocrity’
Better pay and benefits attract good quality staff.
THE CYCLE OF SUCCESS
The right people are a firm’s most important asset: Take a focused, marketing-like approach
to recruitment.
HIRED PEOPLE
include visual communication skills such as attentive listening, understanding body
language and even facial expressions, and reading customers’ needs.
Interpersonal skills
include all the required knowledge related to processes (e.g., how to handle a
merchandized return), mach ines (e.g., how to operate the cash machine), and rules and regulations
related to customer service processes.
Technical skills
Information is shared
High involvement
Is the part of the organization culture that can be felt and seen
Organizational climate
