The first step in the process of developing customer-defined standards is to:
A) Develop feedback mechanisms for measurement of standards
B) Establish measures and target levels for standards
C) Identify existing or desired service encounter sequence
D) Decide whether hard or soft standards are appropriate
E) Translate customer expectations into behaviors and actions for each service

Question

Quizplus · Accepted Answer

The first step in developing customer-defined standards is to identify the existing or desired service encounter sequence. This involves understanding the customer touchpoints throughout their journey with the service and identifying areas where standards can be developed to improve their experience. Once this is done, feedback mechanisms can be established, measures and target levels can be established, and customer expectations can be translated into behaviors and actions. The decision on whether hard or soft standards are appropriate should come after the identification of the service encounter sequence.

The First Step in the Process of Developing Customer-Defined Standards