week 9

Which business discipline impacts customer experience the most?

The quality of people within an organization.

What relationship does Internal Service Quality have to Employee Retention?

Internal Service Quality is a vital an antecedent to employee satisfaction.

What relationship does Employee Satisfaction have with External Service Quality and Customer Satisfaction?

Happy Employees -> Happy Customers.

In the Service Profit Chain, what does Customer Loyalty ultimately lead to?

Revenue Growth and Profitability.

What are some common misconceptions about the responsibility of Customer Service?

Customer service is only a front line/front of house issue; “The customer is not my concern”; and It’s someone else’s responsibility.

What is a “Moment of Truth?”

The moment of truth defines the Customer service experience.

How is a potential customer made into an ongoing customer?

Time -> Potential Customer -> You -> Your Organization -> Customer Contact -> Ongoing Customer -> Dissatisfied Customer.

What are some management strategies for removing volatility and ensuring quality service?

Replacing the human touch with technology, reducing employee discretion and standardizing their role, and making it possible for contact staff to use their discretion.

What is a vital antecedent to Employee Satisfaction?

Internal service quality

Who is really the first customer of a hospitality business?

The employee.

What are some of the aspects of a company’s strategy that an employee must be aware of?

Company mission, vision, goals, and what part they play in achieving those goals.

What are some of the benefits of a Service Leadership Philosophy?

Responds directly and quickly to customers, improves morale, improves operational efficiency and employee productivity.

What are some of the traits of a hierarchical leadership structure?

Traditional hierarchical structure responsibility removed & devolved.