顾客定义的服务标准培训教程(ppt 21页)
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顾客定义的服务标准培训教程目录：
一、Main Factors leading to Provider Gap 2
二、服务行为的标准化
三、正式设定的服务质量目标
四、顾客定义的服务标准
五、“Soft” Customer-defined Standards
六、Measurements of behaviors and actions
七、Service Performance Indices（指数）
顾客定义的服务标准培训教程内容提要：
服务行为的标准化：
Some managers believe that services cannot be standardized---that customization is essential for providing high-quality service. This view leads to vague and loose standard setting with little or no measurement or feedback.
Standardization of service can take three forms: (1)substitution of technology for personal contact,(2)improvement in work methods,(3)combinations of these two methods.
正式设定的服务质量目标：
Companies that have been successful in delivering consistently high service quality are noted for establishing formal standards to guide employees in providing service.
The types of formal goal setting are relevant in service business ( individual / overall department or company).
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