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2 What Is Customer Service
1.
“ Managers do
not control the quality of the product when the product is a service . . . . The quality of the service is in a precarious state – it is in the hands of the service workers who ‘produce’ and deliver it.” -Karl Albrecht
2.
Customer Care Week
Two What is Customer Care?
3.
4.
5.
Pressures on service
providers
6.
Effects of organisational
and customer pressure
7.
Protecting providers from
the pressures
8.
9.
10.
11.
12.
13.
Service quality and
its factors
14.
15.
16.
17.
18.
19.
External Marketing
20.
Internal Marketing
21.
Interactive Marketing
22.
The results network
23.
24.
25.
Reasons for not
complaining Adapted from Johnston and Fern (1999). 32
26.
Service failures by
type
27.
Customer reactions to
service failures
28.
Figure 11.3
Relationship between satisfaction and loyalty
29.
NPS = %
of promoters – % of detractors (Reichheld, F. 2006)
30.
31.