Arrange the following steps in setting customer-defined standards in chronological order.
1)Translate customer expectations into behaviours
2)Set key performance indicators
3)Provide feedback to employees
4)Determine customer expectations for each service encounter
A)1, 2, 3, 4
B)2, 1, 3, 4
C)4, 1, 2, 3
D)4, 1, 3, 2
E)1, 4, 3, 2

Question

Quizplus · Accepted Answer

The first step in setting customer-defined standards is to determine customer expectations for each service encounter. After this, the next step is to translate customer expectations into behaviors which would help in setting the key performance indicators. Once the key performance indicators are set, feedback can be provided to employees based on their performance against these indicators. Therefore, the correct chronological order of steps is 4, 1, 2, 3. Hence, the correct choice is C.

Arrange the Following Steps in Setting Customer-Defined Standards in Chronological