Give 2 examples of standards within your client's core or supplementary service - one hard and one
Question:
Give 2 examples of standards within your client's core or supplementary service - one hard and one soft standard. How may your client improve these two service standards? Ensure your recommendations are specific.
CC Dress Hire's core service allows customers to rent their clothes instead of buying them. CC Dress Hire offers a wide range of high-quality designs and sizes from famous to middle-end brands so that customers can rent dresses referred to their purpose.
The concept of hard service is a term used to describe a service's physical and tangible aspects, such as infrastructure, equipment, and facilities. The establishment of responsiveness standards aims to ensure promptness in addressing customer concerns, timely resolution of complaints, provision of accurate responses to inquiries, and prompt answering of phone calls, among other related aspects. Therefore, a hard standard for CC Dress Hire might be overwhelmed of booking because people can book or rent dresses up to six months in advance when it comes to times of the year, such as January, February, and school holidays. Thus, CC Dress Hire might not cope with addressing many problems at once, such as receiving and responding to tons of emails/complaints, answering phone calls, packing orders and cleaning dresses, and so on, when no staff is working during these busy months. As a result, customers are likely to turn over CC Dress Hire's services due to slow services and bad experiences. However, it can be improved by ensuring that the amount of staff working in these month to reach out to address customer's problems as soon as possible.
A soft standard for CC Dress Hire might be how staff members present themselve and how their performance is when it comes to processing and packing online order and serving customers in store. Generally speaking, CC Dress Hire employers have surpassed the anticipated level of performance in this aspect. CC Dress Hire has gained all 5 stars reviews on Google, and almost customers said they were happy with the products and customer services. However, CC Dress Hire still has to make sure the customers feel welcomed and comfortable when they visit the store, better give them fshion advice to help them choosing what suits them before they making decision on purchasing.
What else we should add to this statement? Is there any ideas that can help to improve two service standards?
Introduction To Health Care Management
ISBN: 9781284081015
3rd Edition
Authors: Sharon B. Buchbinder, Nancy H. Shanks