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Describes procedural and personal dimensions

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Reference no: EM132772967

Chapter one describes the procedural and personal dimensions of quality customer service, defining their interaction into four distinct patterns of meeting customer expectations.

Part 1:

Put yourself into the shoes of John or Jane Q. Public for a moment. What happens or more specifically, how do you feel as a customer when you receive a:

a. "Freezer" level of service?

b. "Factory" level of service?

c. "Friendly Zoo" level of service?

d. "Quality Customer Service" level of service?

Part 2:

a. Think back to the very last time you went out to eat at a restaurant. Which of the above levels of service did you receive during that experience? Briefly describe some specific behaviors exhibited by the restaurant staff that made you choose the way you did.

b. Would you go back to this restaurant again? Please explain your reasoning.

Reference no: EM132772967

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