“Ask your customer to be part of the solution and don’t view them as part of the problem.” Alan Weiss spoke these words in 2012 at a business meeting. Customer service is defined as the assistance and advice provided by a company to those people who buy or use its product or services. Customer service in the food and beverage industry is crucial. The food and beverage industry is usually defined by its output of products, to satisfy the various demands of food and drink of people. The basic function
constituent of the services offering and basically addresses two questions; first, “what do the buyers get when they purchase the product” and “what business are we in”?In service marketing mix the product is intangible in nature. Service products cannot be measured. Tourism and education industries are the best examples. At the same time service products are not of same kind and they are perishable and cannot be owned. Thus, the service product needs to be designed with care. Service blue printing is
of the process of creating goods or services for the
sheds light on their importance and their job responsibilities. It is nice to see that the help desk providers were all very professional and pretty much gave the same answers to the questions that were asked. This in term shows that they love their job and appreciate their customers. Their interviews allows me to conclude the following from their knowledge and first hand experiences. A help desk is important because it is the first point that a company use to manage customers’ requests, problems
The conclusion which shows findings Among five gaps in SERVQAL model, Gap 1 and gap 5 can be concluded based on calculation of chapter 4. Gap 1: Gap between customer expectation and management perception As seen in table 4.17, the negative sign of the score at the dimension of reliability and responsiveness show between the provided services, perceptions, and expectations of the management, there is significant difference in related dimension. The distribution of the results represents the Gap 1
analytic research describes various perceptions and theories that relates to service quality and customer satisfaction. This article consists of various definitions with regard to service quality, recognized service quality and customer assumptions, and it also defines the relationship between customer prospect, acceptance and satisfaction. This article contains and describes different gaps that are connected to service quality as recognized by consumers. This article gives us various definitions
Vodafone has a market value of seventy five billion by june 2008 and considered as the biggest provider of telecom service in U.K. The name Vodafone comes from Voice Data Fone, chosen by the company to “reflect the provision of voice and data services over mobile phones.” It had agreed to acquire a controlling interest of 67% in Hutchison Essar Limited (Hutch) for US$11.1 billion. At the same time, it agrees to sell back 5.6% of Airtel stake back to the Mittals. Vodafone retained 4.4% stake in Airtel
performance evaluations, service monitoring, unknown customers, quality auditing, service examination, trained consumers, service checks and forefront evaluations. Mystery shopping provides companies with a means of monitoring services from the consumer’s perspective. It gives management the ability to frame strong strategies to run the business in a smooth way and to sustain in the market for a longer span of time as market leaders. Mystery customer research is a technique of
A discussion on the importance of technology on communication in the workplace Communication means more than just the passing of information from one person to another. As the years have progressed on communication has become less costly and more efficient compared to the early days were technology wasn’t advance, but with the introduction of new means of communication around the globe such as Cell phones, computers and the internet, people are now able to communicate more faster and more efficiently
Recently it has been noted that there is a plunge in the level of customer satisfaction at the Quetta Serena Hotel. The aim of this research is to evaluate if the Quetta Serena hotel is aware of the importance of its front line employees in service delivery and what is being done to resolve the existing issue. It will also figure out the various factors that can affect a hotel performance. The researcher also investigates if service delivery can be achieved through effective human resource strategies