TOUR3008 Lecture Notes - Lecture 11: Dual Role, Meed, Service Recovery
Document Summary
Tour3008 service management in tourism semester 1, 2018. Week 11 (topic 9): service guarantees lecture notes. A service guarantee is an explicit promise made by the service provider to: deliver a certain level of service to satisfy the customer and, remunerate the customer if the service is not sufficiently delivered. Help encourage service improvement and guard against poor service & risk. Benefits: reliability, clarifying expectations, customer feedback, improving delivery system, identifying fail points, increasing customer satisfaction, improving staff performance, reinforcing service culture, competitive advantage, customer loyalty. Empowerment: personal interactions, staff empowered to break the rules to provide good service, quick response, staff ownership. Eg: merlo: 200% satisfaction guarantee- replace coffee = voucher. Might (cid:374)ot fail o(cid:374) eye of the pro(cid:448)ider, (cid:271)ut if it does (cid:374)ot (cid:373)eed (cid:272)usto(cid:373)er(cid:859)s expectations it has failed from their point of view. Service managers benefit from understanding that unhappy customers do not always complain, and can proactively put measures into place to address these issues.
