Mapa mental
Ch. 3
Conteúdo do mapa
Ch. 3
NB of customer expectations
Types of service expectations
- Levels of expectation
- Zone of tolerance
- Different zones
Factors influencing customer expectations
- Sources of desired expectations
- Sources of adequate expectations
- Encounter vs overall expectations
- Desired & predicted
- Management
Issues of expectations management
- Unrealistic
- Try to delight
- Try to exceed
- Escalate
- Stay ahead
Informações
- Descrição
- Mapa Mental sobre Ch. 3, criado por Amber Moon em 31-03-2019.
- Criado por
- Amber Moon
- Visualizações
- 1
- Avaliação