Quality
The degree to which a product or service meets or exceeds customer needs and expectations.
What is Quality
Providing the promised service correctly and consistently.
Reliability
This princess loses a glass slipper at a royal ball.
Cinderella
A restaurant customer receives the wrong meal. The server listens, apologizes, corrects the mistake, and checks back. Which element is demonstrated?
Responsiveness.
The ultimate goal of providing quality service is to achieve this from customers.
What is Customer satisfaction.
A hotel promises a room at 3:00 p.m., but the guest waits until 5:00 p.m. What does this demonstrate?
A service quality gap between the customer's expectation and actual experience.
This princess is known for having extremely long magical hair.
Rapunzel
An elderly hotel guest has difficulty carrying luggage, so an employee offers assistance. Which element is demonstrated?
Empathy.
Going beyond simply meeting customer expectations and creating a positive customer experience is known as this.
What is service quality
Why is reliability important?
It builds customer trust because customers can depend on the business to deliver what was promised.
This princess falls asleep after being cursed by Maleficent.
Aurora.
A tourist is lost and a hotel employee provides accurate directions and explains the safest transportation option. Which element is demonstrated?
Assurance.
What can cause a beautiful business environment to still provide poor service?
Rude, unhelpful, or unprofessional employees.
This princess is the daughter of King Triton and dreams of exploring the human world.
Ariel
A restaurant has beautiful furniture and decorations but rude employees. What does this demonstrate?
Tangibles can create a good first impression, but attractive surroundings alone do not guarantee excellent service.
This princess lives with seven dwarfs after escaping from her evil stepmother.
Snow White.
A manager thinks customers want larger portions, but feedback shows they are more concerned about long waiting times. What type of gap is this?
The Knowledge Gap.