Customer Satisfaction

Customer Satisfaction

1. A friend of yours plans on opening a home cleaning service. She has decided to “delight” her customers to gain a competitive advantage over her similar services. For example, while other cleaning crews vacuum, dust and mop, she will have her employees do extras like cleaning the fireplace, washing clothes and bathing pets. She believes these extra services on top of what customers expect will guarantee her success. What information can you provide her with that may help her develop a profitable business?

2. List the five dimensions U.S. customers use to determine service quality.

3. Describe the four common themes identified as sources of customer satisfaction/dissatisfaction in memorable service encounters.

CREDIT WILL NOT BE GIVEN FOR ANSWERS COPIED FROM OTHER SOURCES–INCLUDING OTHER STUDENTS.

Remember the “service” component for all assignments in this class.

A friend of yours plans on opening a home cleaning service. She has decided to “delight” her customers to gain a competitive advantage over her similar services. For example, while other cleaning crews vacuum, dust, and mop, she will have her employees do extras like cleaning the fireplace, washing clothes and bathing pets. She believes these extra services on top of what customers expect will guarantee her success. What information can you provide her with that may help her develop a profitable business?

Instead of concentrating on how much service you can offer, concentrate on how well you can offer your services. It is unrealistic to start your cleaning services business with a wide variety of service as this hinders you from providing quality services. The quality of services you offer will largely depend on the niche you choose. Customer satisfaction largely depends on the quality. Define your customers’ minimum service requirement expectation. This will ensure you also don’t offer too little as this might strangle your business before its birth. Remember it is prudent to offer value addition to your services……….