About this document
Five Steps to Achieve Service Excellence by nata0lukyta is a document available to read on EtoBox.
Craig Cina outlines five steps to achieving service excellence: 1) understand customer expectations, 2) design service delivery systems to meet and exceed expectations, 3) select and train employees to deliver on the service promise, 4) measure service performance and address problems, 5) reward employees for delivering excellent service. A study found consumers were dissatisfied with service experiences but satisfied with product value. Superior service performers experienced 12% returns on sales compared
- Author
- nata0lukyta
- Language
- EN