Presentation on theme: "PROVIDING QUALITY SERVICE"— Presentation transcript:
1PROVIDING QUALITY SERVICE Teri RidlerHands On Leadership
2What are Your Customers’ Expectations about Your Products The Customer WheelKnow Your ProductsKnow Your CustomerWhat are Your Customers’ Expectations about Your Products
3Your 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!
4Brand Expectations: Advertisements (words) Media (pictures) Word of Mouth (experiences)Price (perceived value)
5The 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!
6Influences: Demographic background Education Financial Status Family SizePast ExperiencesOther?
7Concern for the Individual ExpectationsCourteous StaffCorrect InformationConcern for the Individual