New owners of the Atlanta Falcons wanted to increase attendance by giving customers want they wanted, such as an online site to purchase tickets, clean restrooms, more opportunities to interact with the players and family-oriented halftime shows. The first step to developing these customer-defined standards was to:
A) Translate customer requirements into hard measures
B) Create an action program that contained every possible service encounter
C) Identify the current service encounter sequence
D) Develop continual feedback mechanisms
E) Brainstorm

Question

Quizplus · Accepted Answer

The first step in developing customer-defined standards is to identify the current service encounter sequence. This helps in understanding how customers currently experience the service and where improvements can be made to meet their needs and expectations. Only after this step can the other options mentioned, such as translating requirements into hard measures, developing feedback mechanisms and creating action programs, be effectively implemented. Brainstorming may also be helpful, but it would come after identifying the current service encounter sequence.

New Owners of the Atlanta Falcons Wanted to Increase Attendance