New service realities
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Singapore Airlines goes to great lengths to ensure passengers have an experience that exceeds their expectations by shifting to a customer-focused model where customers play a role in service delivery and satisfied employees drive customer loyalty. They also strive for marketing excellence through external promotion, internal employee training, and interactive customer service skills, following best practices of top service companies like setting high standards, monitoring performance, and differentiating their services through additions and innovation.
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2. Service employees play a boundary spanning role between the organization and customers and must be able to handle customer needs, conflicts, and provide quality service.
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This document discusses how to define, classify, and manage services. It begins by defining a service as any intangible act or performance offered from one party to another that does not result in ownership. Services are then classified based on whether they are a minor or major component of a product offering. The document outlines key ways services differ from goods, such as that services cannot be produced, stored, or transported in the same way as goods. It also notes that services have more variability than goods. Finally, the document provides strategies for improving quality control of services and better matching service supply and demand.
How can goods marketers improve customer support services-
Goods marketers can improve customer support services in four key ways:
1) Review their unique selling differential to determine what separates them from competitors such as price, quality, delivery speed, warranty, or customer service.
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3) Reduce price by lowering costs through bulk purchasing, reduced packaging and shipping, or offering discounts on multiple purchases.
4) Increase customer service by providing free support, detailed online FAQs, or extending warranty periods to make products more valuable through easier use and support.
How can we improve service quality
Managing customer expectations and incorporating self-service technologies are two key factors that help improve service quality. Managing expectations involves understanding how customers form expectations from past experiences and communications. Any marketing that aims to close gaps between customer expectations and service delivery can strengthen relationships. Incorporating self-service technologies provides convenience for customers, replacing some person-to-person services, but customers must understand their role and see clear benefits from technologies they can actually use.
Characteristics of services
Services are economic activities that create value and benefits for customers. Main characteristics of services include:
1) Intangibility - Services cannot be seen, touched, or physically possessed by customers. Customers can only experience the benefits of a service.
2) Perishability - Services cannot be stored and perish or lose value if not used when produced. Unused services represent an economic waste.
3) Inseparability - Services are generally created and consumed simultaneously. The service provider and customer must interact during service delivery and consumption.
4) Heterogeneity - The quality of services can vary and is difficult to standardize due to human involvement in service delivery and differences in customer expectations.
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Retail Sales Mod 4 Summary.pdf
RTMNU 4th sem MBA
Subject - Retail Sales Management & Services Marketing [ Marketing ]
Module 4 Summary
INTRODUCTION TO SERVICES MARKETING
BY Jayanti R Pande
MBA free notes pdf download
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Why Use "Profit Through Service"?
Profit-Through-Service is a customer service consultancy that has been operating since 1997. They help businesses improve their customer service operations to increase profits. Their consultants provide strategic and operational consultancy, change management, training, and interim management. Their goal is to reduce service costs, boost quality, improve loyalty, and leverage more sales through enhanced customer service. They deliver measurable results like higher satisfaction, lower costs, improved staff retention, and increased profitability for clients.
Tqm ch 07
This document discusses customer and market focus as examined in the Baldrige criteria. It covers determining customer requirements and expectations, building customer relationships, and factors that lead to customer satisfaction and retention. It also discusses measuring customer satisfaction, the role of marketing and sales in gathering customer input, and the importance of customer retention for profitability.
suneel kumar reddy - Resume-Associate manger
Suneel Kumar Reddy is an Associate Manager at Shriram Value Services with over 6 years of experience in customer service, relationship management, and team leadership. He currently manages a team of 76 associates across 4 processes. Previously he worked at Shriram Value Services and First Source Solutions as a Team Leader, where he was responsible for teams of 25-28 employees. He aims to leverage his skills in customer satisfaction, analytics, and team management for a challenging career in telecom or finance.
suneel kumar reddy - Resume-Associate manger
Suneel Kumar Reddy is an Associate Manager at Shriram Value Services with over 6 years of experience in customer service, relationship management, and team leadership. He currently manages a team of 76 associates across 4 processes. Previously he worked at Shriram Value Services and First Source Solutions as a Team Leader, where he was responsible for teams of 25-28 employees. He aims to leverage his skills in customer satisfaction, analytics, and team management for a challenging career in telecom or finance.
difference between product and service
The document discusses the key differences between products and services. It notes that products are tangible goods that can be seen and touched, while services are intangible activities or processes. The document outlines several differences in how products and services are produced, distributed, consumed and managed. It also discusses the concepts of service quality, the five gaps in service quality, and how organizations can improve service quality by closing these gaps.
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校徽：象征着学校的荣誉和传承。
校名:学校英文全称
授予学位：本部分将注明获得的具体学位名称。
毕业生姓名：这是最重要的信息之一，标志着该证书是由特定人员获得的。
颁发日期：这是毕业正式生效的时间，也代表着毕业生学业的结束。
其他信息：根据不同的专业和学位，可能会有一些特定的信息或章节。
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