Reference no: EM133087239

For this essay, describe a scenario you experienced for of the following types of customer service: the freezer, the factory, and the friendly zoo. Explain what happened, where, and why it fits into that type of particular customer service.  You will be using past personal experiences and they do not necessarily have to have occurred within the hospitality industry, but they should be related to the provision of a service or the experience of the service associated with obtaining an item. 
The assessment will be in two parts.  Make sure you address both parts in your essay. 

After identifying and describing an experience related to each level of service, also describe how 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?

Next, using the six steps to providing quality customer service, determine how each of the identified scenarios could have been handled differently either to come in line with a quality customer service experience [positive outcome] or may have been worsened [negative outcome]. Would improving the outcome be more dependent upon the personal side of service or the procedural side? 

Step 1:  Understand Customer Procedural and Personal Service Expectations

• Applied Analytics and creating value.Who is the customer and why are they buying your product?  What does the customer expect and how do we ensure the product is as promised or more so, ensure the product is what the paying customer wants.  A caveat here is that the original intention of the product and who is buying for what reason may not align.

Step 2:  Establish a Quality Service Culture and Leadership Climate

• How is the provision of service enabled and defined within the organization?  How are teams and processes developed to achieve the desired result?  In this context, the aim is to cultivate an environment where meeting the expectations of the customer is natural and effortless.  Going above beyond doesn't necessarily feel like going above and beyond for the worker.

Step 3:  Institute Clear and Concise Service Delivery Standards

• What is being accomplished with your service?  Are trying to serve a great meal fast or are you creating a memorable vacation that will bring families back generation after generation?  This I where you would characterize the product with statements like "value the time of our guests and create an atmosphere where they feel comfortable and welcome".

Step 4:  Incorporate Service Standards into Organizational Systems

• What are the specific metrics being used to measure performance?  Rather than say a guest will feel recognized and appreciated, a metric would be that guests will be formally referred to by name during interactions.  A more effective measure would also include a defined count or number of occurrences.  "Each customer will be formally referred to by name at least once in each interaction."

Step 5:  Assess Progress and Reward Successes

• How are the measurements used?  Though the nature of the measure can be identified by the term and context, how the information is used could vary.  One aspect of use could be evaluating performance and structure positive reinforcement into successful performance, thereby sustaining and reinforcing service culture and job satisfaction.

Step 6:  Continually Work on Improving Quality Service

• How do you not only keep it going but make it better?  How do you use the data and the outcomes to improve the experience of your product for future customers?