Business Casting Customer Service: Session 2

1. Improving PatronExperienceE i II. DesigningPhilippe Ravanas Professor Columbia College Chicago1 2. 2Customer Service Management CycleCustomer ServiceCustomer Service Where…

Documents Chap008c

PowerPoint Presentation Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin Part 4 ALIGNING SERVICE DESIGN AND STANDARDS 8-2 CUSTOMER…

Documents Part 4

Part 4 ALIGNING SERVICE DESIGN AND STANDARDS 8-* CUSTOMER COMPANY Gap 2: The Service Design and Standards Gap Customer-driven service designs and standards Company perceptions…

Documents Service Development and Design “Ultimately, only one thing really matters in service...

Service Development and Design âUltimately, only one thing really matters in service encounters-the customers perception of what occurredâ Challenges of service design…