Providing Quality Service
Providing Quality Service
Vanita Johnson
MICHAEL BRIZEK
HTM 150
March 28, 2012
Describe how the industry involves the guest in order to provide quality service.
The retail industry involves the guest to provide quality during the planning process. They have to think about the when, what, who and how. When do you to start your delivery system as the guest arrives and while the quest is waiting, during the experience and after the experience. What does the customer expect out of the experience, when it is realized and how much of it will they remember. Who are the customers you target, the actual customers you do encounter and the past, current and potential future customers. A satisfied customer stays with a company longer, spends more and may deepen the relationship. For example a happy credit card customer may enlist the company’s financial services and later take travel insurance. This is an easier than direct marketing campaigns, television advertisements and other sophisticated and expensive approaches to attract customers.
Summarize two (2) service standards the industry uses to meet customer expectations.
They think about the delivery process and certain standards and use this to meet customer expectations. They know that in retail industry they have to provide customers with a couple of key benefits. Products of high quality that ensure the customer will return for future purchases. They also take in consideration how customers want products that have reasonable prices. Affordable prices make the retailer have a better chance of standing out from the competition and stay in the business for many years. As part of the process, the merchandiser pays close attention to the types of products offered for sale, how to best present those products to consumers, and determining what a reasonable retail price is for each unit sold. The typical consumer will go to great lengths for the cheapest prices. In the retail industry they have to maintain good
Vanita Johnson
MICHAEL BRIZEK
HTM 150
March 28, 2012
Describe how the industry involves the guest in order to provide quality service.
The retail industry involves the guest to provide quality during the planning process. They have to think about the when, what, who and how. When do you to start your delivery system as the guest arrives and while the quest is waiting, during the experience and after the experience. What does the customer expect out of the experience, when it is realized and how much of it will they remember. Who are the customers you target, the actual customers you do encounter and the past, current and potential future customers. A satisfied customer stays with a company longer, spends more and may deepen the relationship. For example a happy credit card customer may enlist the company’s financial services and later take travel insurance. This is an easier than direct marketing campaigns, television advertisements and other sophisticated and expensive approaches to attract customers.
Summarize two (2) service standards the industry uses to meet customer expectations.
They think about the delivery process and certain standards and use this to meet customer expectations. They know that in retail industry they have to provide customers with a couple of key benefits. Products of high quality that ensure the customer will return for future purchases. They also take in consideration how customers want products that have reasonable prices. Affordable prices make the retailer have a better chance of standing out from the competition and stay in the business for many years. As part of the process, the merchandiser pays close attention to the types of products offered for sale, how to best present those products to consumers, and determining what a reasonable retail price is for each unit sold. The typical consumer will go to great lengths for the cheapest prices. In the retail industry they have to maintain good