Presentation on theme: "PROVIDING QUALITY SERVICE"— Presentation transcript:
1 PROVIDING QUALITY SERVICE Teri RidlerHands On Leadership
2 What are Your Customers’ Expectations about Your Products The Customer WheelKnow Your ProductsKnow Your CustomerWhat are Your Customers’ Expectations about Your Products
3 Your Products Tangible Item Intangible Service Perception = 100% RealityRipple Effect: 1 person tells 10 people about your product – those 10 people tell 6 people each – 60 people have now formed an opinion about your company’s product!
4 Brand Expectations: Advertisements (words) Media (pictures) Word of Mouth (experiences)Price (perceived value)
5 The Customer Internal Customers: Inside your Company External Customers: Outside your CompanyWhat are their Expectations?People who’s expectations are not met, will tell 9 – 10 people! Misery loves company!
6 Influences: Demographic background Education Financial Status Family SizePast ExperiencesOther?
7 Concern for the Individual ExpectationsCourteous StaffCorrect InformationConcern for the Individual