Service Maagement

• How does the company define loyal customers (number of products they buy, money spent by customer)?
• Do profit measurements include profits from referrals?
• How much does the company spend on retaining customers?
• Why do customers defect (poor service, price, value)?
• Are customer satisfaction data gathered (objective, consistent)
• Are there listening posts to collect customer feedback? (customer service, online review, website, social media).
• How is the customer satisfaction data used to solve problems? (empowerment, encouragement, of employees).
• How is the data regarding value perception shared with those who design products or services (operation, management, Sales&Marketing, Development&Expansion, cross-training)?
• Does the company have effective service recovery policies (empowerment staff)?
• How does the company measure employee productivity (number of products sold?)
• Do these measures of productivity result in improvements of the quality and quantity of service produced?

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