Chapter 9 customer-defined service standards Flashcards
1
Q
Customer not company defined standards
A
are operational standards based on customer requirements and chosen to match a customer’s review
2
Q
reliability
A
single most important concern of service outcomes
3
Q
responsiveness
A
to ensure the speer with thich companies deliver products
4
Q
soft customer-defined standards
A
those that must be documented using perpetual data: opinion-based data
5
Q
one-time fixes
A
technology, policy or procedure changes that, when instituted, adress customer requirements
6
Q
satisfaction surveys and relationship surveys
A
cover all aspects related to a customer’s relationship
7
Q
follow-up satisfaction
A
related to a specific service encounter
8
Q
importance-performance matrix
A
helps identify what companies should focus on.
