5: Define the role of management and workers as it relates to customer service
- Page ID
- 75070
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- 5.1: Module 15- Customer Service Strategies
- 5.1.1: Why It Matters- Customer Service Strategies
- 5.1.2: Introduction to Customer Service Strategies
- 5.1.3: Customer Service
- 5.1.4: Customer Profiles
- 5.1.5: Offered Services
- 5.1.6: Personalized vs. Standardized Service
- 5.1.7: Introduction to the Customer Evaluation Process
- 5.1.8: Perception vs. Expectation
- 5.1.9: Service Quality Perceptions
- 5.1.10: Customer Expectations
- 5.1.11: Introduction to the Gap Model of Service Quality
- 5.1.12: Gap 1- Customer Expectation vs. Management Perception
- 5.1.13: Gap 2- Management Perception vs. Quality Specifications
- 5.1.14: Gap 3- Quality Specifications vs. Service Delivery
- 5.1.15: Gap 4- Service Delivery vs. External Communications
- 5.1.16: Gap 5- Actual Performance vs. Perceived Service Gap
- 5.1.17: Putting It Together- Customer Service Strategies
- 5.1.18: Discussion- Customer Service Strategies