Question

Define these please

Chapter 17 • Customer service, common services, and service as an advantage • Personalized v. standardized service • How customers evaluate service quality • Service gaps (know the gaps, why they are caused, ways to close them, etc.) • Service recovery

Answer 1

1. Customer service is defined as that part of service that is given to the customers before, during and after they have made a purchase. To provide the best customer services, common practices and services are applied to make sure the customer is happy and satisfied. Communicate effectively, listening to their problems, arguing less and providing a solution more, always be available everywhere and communicate according to their need are some common practices for better customer service. These customer services and the value the company is giving plays a key role in determining and giving the competitive advanatage in the company. It helps in maintaining quality goodwill in the market, increases the customer's perception, better retention rates, loyalty to the budiness and also cost would be saved to make and retain the customers thus profiting the business in all ways.

2. Personalised customer service or simply service is defined as that tailored service which is especially designed for the people who are consuming it. These services are tailored as every individual could have different needs and wants and the service is designed to fulfill that need accordingly. For example, customer service is personalised where the employee talks to the customer individually as pee what are the needs and wants.

On the other hand, standardised service is the service which is not personally designed for everyone. It ie one standard service which is used to serve everyone and is not tailored according to the needs and wants of the people. For example, the robotic sound you listen where you are calling a customer help service is a standardised service.

3. Customers evaluate the service quality by evaluating the service they are availing and comparing it with the percieved and expected service they thought the same would be. Customers tend to hold a perception about everything, thus if your service is falling below the expectations, than they becomes dissastified and percieve your service to be of low quality. On the other hand, if the service is far above than what they expect, then it is of good quality and leads to better goodwill in the market.

4. A service gap simply refers to the discrepancy, deviation which arises between what was planned and what was done in the end or simply what was expected and what is percieved. This service gaps occur when the customers expectations regarding a service is not meet as compared to actual service they are percieving. They are various ways to know and close your gaps where the company often indulge itself into feedback analysis and controlling methods to check the response and reaction of the customers. Customers are asked questions and surveys are conducted by the company to answer the questions why the expectd quality doesn't meet the percieved one and what the company is lacking.

5. At last, service recovery is defined as the recovery or the resolution for a problem from a dissatisfied customer converting the customer into a loyal one. This is done by solving the problem, reaching out to the customer's expectatins and providing them effective responses and service quality in order to regain their trust.