PolyTaste 2008: Service Audit Robert Hartman May‚ 2008 1 Agenda • • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations
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Service means the process aimed at meeting customer expectations‚ which is fundamentally based on the direct or indirect interaction of the customer and the supplier. The result of the service typically manifests itself in an intangible form. Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels (internal and external). It is an approach that leads to an increase of competitiveness‚ effectiveness and flexibility of the entire company
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Concept of Reflective Practice Reflective practice is the capacity to reflect on action so as to engage in a process of continuous learning‚ which‚ according to the originator of the term is‚ one of the defining characteristics of professional practice. According to one definition‚ it involves paying critical attention to the practical values and theories which inform everyday actions‚ by examining practice reflectively and reflexively. This leads to developmental insight. Reflective practice can be
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why not? Total quality service is more important today than it was ten years ago. Quality is a key factor in customer satisfaction and service is expected. In the past quality service may have been an afterthought to some companies‚ now it is essential to remain a competitive and successful business. Satisfied customers are the driving force that keeps a company in business. In my own experiences‚ when I have received poor service from a particular restaurant‚ store‚ service or company I tend
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Reflective Essay I started this quarter with the hope that I could improve my writing skills and become a better writer and learn and improve my writing processes. I do believe I have accomplished that to some extent. At the beginning‚ of the term when I would start to write an essay I would just write it no prewriting or preparing. Now I would have to say that I see the importance of research and outlines and redrafting papers. I am not going to get a perfect paper in just one draft. I need
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Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service: reliability‚ responsiveness‚ assurance‚ Empathy‚ tangibles. Satisfaction‚ on other hand‚ is more inclusive: it is influenced by perceptions of service quality‚ product quality‚ and price as well as situational factors and personal factors Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s
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governing bodies (NGB) have diverse methods of learning (e.g.‚ mentoring‚ communities of practice‚ reflective practice) have now become more respected within the conventional frameworks of qualifications (Cushion et al.‚
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Name of Programme: BSc (Hons) Nursing Student Name: Siti Aminah Ariffin Student Number: J9168783 Name of Module Acute Medical Care management Module Code: SDH 3010-N Module leader: Leslie Inayatullah Assignment title Reflective Essay Date of submission 10th September 2010 Word count: 3485 words Nursing as a profession is committed to the care of patients and families throughout health and illness and across all setting of care. Nurses assess and plan care to deal
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dimension of Service Quality and explain how you will use those dimensions to gain competitive advantage over your competitors. In today’s competitive environment‚ organizations must earn the customer’s trust by consistently meeting or exceeding expectations. The disparity between expectation and perception is the major determining factor in a customer’s assessment of quality of service. Service quality and customer service is very important. One of the most important customer service skills you
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Hotel You have been called in to advise the owners of an exclusive new luxury hotel. For the venture to succeed‚ hotel employees must focus on providing customers with the highest quality customer service possible. The challenge is to devise a way of organizing and controlling employees that will promote high-quality service that will encourage employees to be committed to the hotel‚ and that will reduce the level of employee turnover and absenteeism—which are typically high in the hotel business.
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