顧客定義的服務標準培訓教程(ppt 21頁)

顧客定義的服務標準培訓教程目錄：
一、Main Factors leading to Provider Gap 2
二、服務行為的標準化
三、正式設定的服務質量目標
四、顧客定義的服務標準
五、“Soft” Customer-defined Standards
六、Measurements of behaviors and actions
七、Service Performance Indices（指數）

顧客定義的服務標準培訓教程內容提要：
服務行為的標準化：
Some managers believe that services cannot be standardized---that customization is essential for providing high-quality service. This view leads to vague and loose standard setting with little or no measurement or feedback.
Standardization of service can take three forms: (1)substitution of technology for personal contact,(2)improvement in work methods,(3)combinations of these two methods.
正式設定的服務質量目標：
Companies that have been successful in delivering consistently high service quality are noted for establishing formal standards to guide employees in providing service.
The types of formal goal setting are relevant in service business ( individual / overall department or company).

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