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