Susan Munro, Service Consumer
Transcript of Susan Munro, Service Consumer
Group 2Arceo, Alexsandra
Jacinto, CharitoManiago, Kim Russel
Quiazon, Lady Lin
• How can services company meet or even exceed the expectation of their costumers?
• How can services company continue to satisfy their costumer and be consistent with their services?
• First, Susan felt that her expectation in the first situation is not met because the food she wanted to eat was not available.
• Second, when the hairdresser did not come on time, here expectation are met but not that much.
• Third, in the dry cleaning shop, she felt disappointed because her suit for interview was not yet ready as promised.
• Lastly, the insurance company did not take any action in regards with her concern.
• Prepare foods that can serve all the students.
• Serve costumers immediately.• A provider must do their duties well.• Be friendly and empathetic.• Provider must get the feedback of
costumers.• Provider must understand customer
behavior
• Service companies must understand costumer behavior.
• Identify the needs and wants of costumers.
• Satisfy and even exceed the expectation of the costumers.
• Accept feedback.• Understand costumer behavior.• Consider costumer value.