1. you
Are among the growing group of people
who are planning to join a service
oriented industry which is decicated to
meet needs of others

2. Expecationconsumer awareness of
service standards has increased
tremendouslys today are very high

3. Who is a customer?

4. Internal customers
• People who work for your company
• They depend onyou and the work you do in
orther to complete their own tasks
• Employees, team members, colleagues

5. External customers
• Outside your organization
• Theres arethe people that buy your goods and
services

6. • “ A customer is the most important visitor on our
premises, he is not dependent on us. We
aredependent on him.
• He is not an interruptio nin our work. He is the
purpose of it.
• He is not an outsider in our business. He is part of
it.
• We are not doing him a favor by serving him. He
is doing us a favor by giving us an opportunity to
do do so.” Mahatma Gandhi

8. What do Customers Want?

9. Customers’ Expectations
• Be treated with courtesy and respect.
• To ask questions when they do not understand
• To timely service, whether in person by phone or
in writing.
• To receive service from knowledgeable
competnet and cooperative staff.
• To complete, accurate, reliable information and
feedback
• To receive value for their money
• These are also the rights of a customer

10. What is Service?
• It is not tangible. Can’t be measured
• It is more emotional than rational
• You can sell it, but you cannot give a
customer a sample to take back and show to
others
• Having givne it, the customer may not acquire
anything except a goodexpereicne

11. Service Quality

12. Quality as…
• excellence

13. Amont of qualify
• Low -high

14. Value Base
• Perceive price relative to quality
• scale

15. Five Dimensions of Service QUality
• Tangibles
• Reliability
• Responsiveness
• Assurance
• Empathy

16. Tangibles
• Physical aspects of the service that we can see
• Or with whick weinteract
• Eg-physical appearance of the facilities
• Appearance and uniform of employees
• Communication material/brochures etc.

17. Reliability
• Ability of service personnel to perform the
promised servide accurately and consistently

18. Responsiveness
• Employees’ willingness to help customers and
their promptness in providing service.

19. Assurance
• Acatch-all quality dimension that involves the
faith we have in service personnel
• Do they seem well trained?
• Are they knowledgeable?
• Do they seem trustworthy?

20. Empathy
• The part of quality that is heartyfelt
• The quality element tht shows the pervice
personnel care aboutyou and understand your
frustrations and needs
• Involves setting operating hours for the
convenience of the guests, not management
or employeess