Could you please provide a personal example of visiting the Service to the Public Sector (e.g., the DMV, DEQ, the Library). A. Describe the situation, i.e., name and location of the store as well as relevant facts, such as busy vs. slow, the season, etc. B. Why do people shop here? What are the customer expectations? Cost Quality Image Convenience Warranty Location Speed Options How are their products or services used? C. Who are their customers? (Customer service means satisfying the needs of a specific set of customers. Market Segment (Businesses will normally serve more than one market segment. Who makes the buying decisions?
Hello,
Could you please provide a personal example of visiting the Service to the Public Sector (e.g., the DMV, DEQ, the Library).
A. Describe the situation, i.e., name and location of the store as well as relevant facts, such as
busy vs. slow, the season, etc.
B. Why do people shop here? What are the customer expectations?
Cost Quality
Image Convenience
Warranty Location
Speed Options
How are their products or services used?
C. Who are their customers? (Customer service means satisfying the needs of a specific set
of customers.
Market Segment (Businesses will normally serve more than one market segment.
Who makes the buying decisions?
D. Considering every aspect of the customer visit (from the first contact, i.e., pulling into the
parking lot, to the last contact)
What annoys, infuriates, or delights you?
What did you like or dislike about the visit?
How does it compare with competitors?
E. If there was dissatisfaction, what was its cause?
Unmet customer expectations System that was unfriendly to
customer
Was there appropriate follow
through
Lack of training
Attitude Employee motivation
Customer expectations too high Slow service
Hurried service System didn't accommodate busy
period
Appearance of staff Appearance of facility
Consistency of performance Reliability of performance
Willingness of personnel to provide
good service
Explanations of service in terms that
you can understand
Confidentiality Knowledge
Skill Friendliness
Efforts to understand your specific
requirements
Did they check the accuracy of
information?
Broken promises Rudeness
Misinformation Indifference
Technology Impatience
Thank you!
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