chapter 3 Flashcards
the technical content, the product features, the ease of use, the style, and the quality.
the core product
represent the product’s availability, the ease of ordering, the speed of delivery, and after-sales support.
The service elements
This principle has profound implications across various
domains, including business management, quality control, and
personal productivity.
Pareto Rule or 80/20 rule
The Pareto principle originated from the observations of ___ in the late 19th century
Vilfredo Pareto
a pioneer in quality management, played a crucial role in popularizing the Pareto principle.
Dr. Joseph Juran
Not all customers require the same level of service, and businesses must segment their customer base effectively to tailor services accordingly.
Right customer
This requires efficient knowledge
management and problem resolution systems to provide accurate information and guidance.
Right Goods and Services
This right ensures that price-related queries or adjustments are handled swiftly and accurately.
Right Price
Customer service plays a pivotal role in identifying quality issues
and ensuring swift resolutions.
Right Quality
Over-delivering or under-delivering can cause dissatisfaction and operational inefficiencies.
Right Quantity
The right service at the wrong time can lead to customer dissatisfaction, even if the quality is excellent.
Right Time
Providing goods or services at the right place is critical, especially for
businesses that rely on logistics and delivery. Customer service teams must ensure that deliveries reach the correct location on time.
Right Place
These are customer service factors that arise before the actual transaction taking place.
Pre-transaction elements
These are the elements directly related to the physical transaction and are those that are most commonly concerned with distribution and logistics.
Transaction elements
These involve those elements that occur after the delivery has taken place
Post-transaction elements
