A Call for Satisfaction
- Topics:
- Usability
- Tags:
- It Services,
- Leadership,
- Management,
- Marketing,
- Product Marketing,
- Quirks Marketing Research Review,
- Seafood
- Source:
- Quirks Marketing Research Review
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Overview: A quick-service seafood chain recognized the simple but key drivers of its future success: To maintain occasion timeliness, two important methods of solving problems had to be deployed: firstly, a focus on dealing with product, service and facility problems at the point of delivery, drilling down to the problem source, and; secondly exercising proactive service recovery with dissatisfied customers, and those expressing any defect in their experience. The program was re-engineered to provide a broader spectrum of information and a sophisticated set of mechanisms to fuel and reward proactive improvement, while at the same time maintaining the integrity of the measurement component. The results were that in a matter of months, this seafood chain saw its customer service performance and manager involvement escalate. The concept stresses the manager’s top three tools for excellence as: leadership, training, and service management.
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Format: HTML | Date: Oct 2001 | Pages: 1
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