A service listed in your journal to use in this discussion. Choose a service that you use
Question:
A service listed in your journal to use in this discussion. Choose a service that you use regularly and for which you have experienced successes as well as failures over time. (UBER SERVICE)
Identify one hard customer-defined standard and one soft customer-defined standard that you consider to be an essential component of the service experience.
Evaluate whether or not the service logged in your journal met the standard expectation. Explain your rationale. If you selected a service that did not meet the standard, identify what "actionable steps" in translating service standards to delivered services were not realized. Refer to Figure 1.0 Process for Customer-defined Standards and Figure 2.0 What Customers Expect: Actionable Steps.
Figure 1.0
Figure 1.0 (Hover over boxes in the image for more information.)
Process for Customer-defined Standards
- Identify existing or desired service encounter sequence
- Translate customer expectations into behaviors and actions
- Determine appropriate standards
- Develop measurements for standards
- If hard standards, measure by audits or operating data
- If soft standards, measure by transaction-based surveys
- Establish target levels for standards
- Track measures against standards
- Provide feedback about performance to employees
- Update target levels and measures