1. Service Guarantee An Organization’s Blueprint for Assisting the Delivery of Superior Service Presenter: Bekzod Sanakulov Student ID: 1401804

2. What is Service Guarantee?!

3. McDonalds’ Service Guarantee: “We aim to deliver an order within 60 seconds, otherwise we will have to provide free items. We also guarantee that Customers who dissatisfied with current meal will have the problem fixed immediately and receive their next food for free” Service GuaranteeService GuaranteeService GuaranteeService Guarantee

5. But, why do we need Service Guarantee?!

6. Imagine buying products 6 For instance, IPad Pro product of Apple HERE, You can hold the product and check its characteristics, so that you can easily acknowledge what exactly to expect from this product before buying it.

7. service But, what about service 7 When we are buying service, customers are required to pay before the service is delivered. Therefore, customers are unable to assess the purchase outcome prior to experience the service having greater risk of possible customer dissatisfaction. We need something that avoid customers’ hesitations about quality of service. Service Guarantee And this is Service Guarantee

8. Briefly about quality of services 8 Quality is the level of guaranteed satisfaction needed to satisfy customer needs and requirements Modern approach We have achieved the best quality factors. However, We will support simultaneous improvement of quality. On modern economy quality is the basic core value expected from customers. Businesses can survive within nonstop quality improvements. Formerly Our products or services have enough quality, so we can not worry about it yet. Traditional app. We already achieved quality improvements, so we can stay on this level.

9. Service Guarantee A statement explaining and ensuring the service that customers can expect (the service promises) and what the company will do if it fails to deliver (the payout).

10. 10 A Service Guarantee essentially creates organization’s service standards, a ‘blueprint’ for service, determining organization’s service promises to its internal and external customers. An Effective Service Guarantee enhances an organization’s ability to: Reinforce the service promise, Indicate the level of expected service, Receive immediate customer service, Respond to customer service, Identify the failure points in the system, Reward customers and employees, Continuously revise standards, Enhance Internal service quality, and Anticipate changes in the marketplace Blueprint for superior service

11. Effective Service Guarantees (ESG) 11 ELEMENTS of ESG Easy to understand Unconditional Meaningful Easy to invoke Easy to collect Quick to collect

12. Significant Payouts Confirms company’s seriousness about The Quality of services Motivate company to make changes immediately Encourages customers activeness in complaining Makes Service Guarantee special

13. Pitfalls Associated with SG 13 Customers who cheat The organization fails to learn or correct Inexistence of groundwork related with SG Similar SG was released before LimitationsDetrimental SG

14. Expected Quality Enhance operational competency Enhance market awareness Service Guarantee Experienced Quality

15. When service guarantee works effectively, it becomes a proactive method of providing the organization with information on weather service being offered is satisfying the customers. Otherwise, Dissatisfied customers can do great harm (the 3/39 rule). Breaking quality along with service promises is the single most significant way in which service companies fail their customers. Jay Kandampully

16. Thank you! Any Questions?