CHAPTER NINE - 6/15/11 CH APTER nine QUALI T Y SERVI CE I N...

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Unformatted text preview: 6/15/11 CH APTER nine QUALI T Y SERVI CE I N CLUBS 6/15/11 DEFI NI NG SERVI CE SERVI CE M ANAGEM ENTTOTAL ORGANI ZATI ONAL APPROACH TH AT M AKES SERVI CE TH E DRI VI NG FORCE FOR OPERATI ONS M EM BERS DETERM I NE WH AT QUALI T Y SERVI CE I S 6/15/11 M EM BER SERVI CE M EM BER SERVI CE I S TH E WAY YOU PROVI DE SERVI CES M EM BER SATI SFACTI ON I S AN I NDI VI DUAL DETERM I NATI ON OF TH E SERVI CE 6/15/11 SEVEN SI NS OF SERVI CE 1. APATH Y 2. BRUSH I NG OFF M EM BERS 3. COLDNESS 4. CONDESCENSI ON 5. ROBOTI SM RULES T OO BI NDI NG 6/15/11 SERVI CE VS. PRODUCT SERVI CE I S I NTANGI BLE SERVI CE I S CONSUM ED AS I T I S PRODUCED CANNOT BE I NVENTORI ED M EM BER I S A PARTI CI PANT I NCONSI STENT M EM BERS BUY I N BECAUSE OF TH E TANGI BLES, BUT STAY BECAUSE OF SERVI CE 6/15/11 SERVI CE FOR L ONG-TERM LOYALTY MUCH MORE COST-EFFECTIVE TO RETAIN MEMBERS ASK MEMBERS THEIR POINT OF VIEW MAKE THEM THE STAR RESPOND TO ALL COMPLAINTS AND INQUIRIES ALLOW THE MEMBER TO DICTATE SERVICE DELIVERY OVER-RESPOND BUILD RELATIONSHIPS 6/15/11...
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CHAPTER NINE - 6/15/11 CH APTER nine QUALI T Y SERVI CE I N...

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