Defining Customer Service Excellence Providence University 靜宜大學 Service Quality Customer Satisfaction Customer Loyalty Nothing impresses like competence Competence: The ability to do something well. Customers go back to businesses that they like. Satisfied Repurchase Experience + 100% 0% 30% Service Prospect Occasional Loyal Nothing impresses like competence However, there is a huge number of unsatisfied customer needs. Customers remember bad things more than good things. Indifference Unsatisfied - Experience Defect Service Not enough Customer Service Model They need a ‘solution’ to our problem They want to feel in some way ‘special’ Satisfied + Experience Listen (survey, interview) Feel Special Repurchase … Service Solve problem …. …. Customer Service Model Customers pay more because your product arrives more quickly. Service Service Prospect Occasional Loyal Loyal Loyal Customer Service Model The actual customer service is delivered quite slowly. Service Service Prospect Occasional Occasional Loyal Loyal Customer Service Model Then, you start losing customers. ? Service Service Prospect Occasional Defect Occasional Loyal Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship Customer Service Model Experience Feel Special Speed & Time Personal Interaction Service Expectation Courtesy & Competence Information Long-Term Relationship