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84 Cards in this Set
- Front
- Back
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when customer feel happy and content |
customer satisfaction |
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refers to how well the service meets exceeds customer expectations |
service quality |
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feature of services: |
- intangibility - variability - inseparability - perishability |
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cannot be touched or seen |
intagibility |
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almost impossible |
variability |
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typically produced and consumed |
inseparability |
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leads to supply and demand issues |
perishability |
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refers to the pleasurr or joy a customer experience |
customer delight |
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approach to prioritizing features |
kano model |
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created the kano model |
dr. noriaki kano |
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kano model feature categories: |
to include: - basic - perf - excitement to avoid: - indiff - dissatisfaction |
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subjective criterion |
customer perceived quality |
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interview amd survey |
direct action |
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on the product page itself |
reviews |
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very important to know the ratings |
employee reviews |
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usually dedicated to evaluating |
mystery shopper |
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crucial to make the right impression |
design |
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becoming more conscious |
packaging |
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strong brand to support you us crucial |
brand |
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successful marketing |
marketing action |
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common misconception |
price |
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refers to information, opinions and suggestions |
customer feedback |
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process of addressing and resolving issues |
complaints resolution |
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how to handle cx complaints |
- listen actively - acknowledge the issue - aplogize sincerely - offer solutions - follow up - learn from feedback |
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defined as planned set of activities |
employee training |
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give staff the necessary tools |
developing training program |
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training methods |
- mentoring - coaching - apprenticeship - on the job training - cross functional training - simulation - audiovisual training - computer assisted instruction - training at home |
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formal relationship between senior and juniot |
mentoring |
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one person who has necessary knowledge |
coaching |
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trainees spend a set period of time |
apprenticeship |
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learns the job by doing |
OJT |
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trainee moves through series of job |
cross functional training |
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employee practices the job in a simulated environment |
simulation |
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using audio |
audiovisual training |
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guides the trainee thru pre programmed |
computed assisted instruction |
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self paced |
training at home |
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refers to exp that make people better |
employee development |
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acquire new skills |
productivity |
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better prepared |
company resilience |
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improve existing competencies |
goal |
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process of inducing and stimulating an individual |
motivation |
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major driver of org |
motivating employees |
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7 ways that the manager can build and reinforce a positive self concept to motivate employees: |
- challenge - success experience - positive expectations - control - respect - warmth - freedom |
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make them stretch |
challenge |
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sufficient autonomy |
freedom |
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set regular times |
control |
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when you ask for peoples opinion |
respect |
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the more ur people see that u like and care |
warmth |
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they can perf successfully |
success experience |
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perhaps the most ppwerful motivator |
positive expectations |
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crucial motivational practixe |
reward management |
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forms of recognition |
- formal - informal - monetary - non monetary |
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tangibe and visible |
formal |
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include verbal phrase |
informal |
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providing financial |
monetary |
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focuses on acknowledging employees |
non monetary |
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clarify expectations |
setring goals |
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refers to drive, energy, and enthusiasm |
employee motivation |
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extent to which employees are content |
employee satisfaction |
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factors employee satisfaction |
- employee - respect - praise and recognition - fair compensation - life satisfaction |
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refers to the reason why |
guest motivation |
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common motivation for guest: |
- personal interest - networking - socializing - learning - entertainment |
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refers to level of contentment |
guest satisfaction |
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factorbattain guest satisfaction |
- service quality - cleanliness and comfort - staff friendliness and competence - amenities and facilities - location |
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japanese philosophy that means "to become good through change" |
kaizen theory |
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- model for carrying our change - essential part - includes solutions |
Pdca cyle |
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7 quality tools |
- cause and effect diagram - pareto chart - control chart - scatter diagram - histogram - flow chart - checklist |
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organize ideas |
cause and effect diagram |
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prioritize contributors |
pareto chart |
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often called a time series |
control chart |
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catter plot or correlation graph |
scatter diagram |
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bar graph |
histogram |
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visual representation of process |
flow chart |
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to summarize |
checklist |
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5s |
Seiri - Sort Seiton - Set in Order Seiso - Shine Seiketsu - Standardization Shitsuke - Sustain |
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go throug everything |
sort |
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take the items u need |
set in order |
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setting location for each item |
shine |
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new arrangement |
standardization |
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sustain cleanliness and organization |
sustain |
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benefits of 5s method |
- optimized org - improved efficiency - greater storage density - increased safety - improve workspace morale |
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collaborating with others |
teamwork |
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5 ways to motivate employees |
- write to them - take a genuine interest in their future career path - in their work life balance - listen - do unto others as u would have done unto u |
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not expensive ways to motivate employees |
- but snacks on fri - reward with money - employee of the month - car care - movie ticket |
