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Chapter 7 Discussion 2 - Exceeding Expectations and Service Recovery

Chapter 7 Discussion 2 - Exceeding Expectations and Service Recovery

Q In this class, we’ve talked about many things that influence change in the way we provide customer service – everything from the global economy, technology updates, consumer attitudes, environmental awareness, and now, concerns about a worldwide pandemic. One common topic among service experts is the transition from customer SERVICE to customer EXPERIENCE. The competitive business world requires service providers to seek new ways to ensure quality experiences for their customers, clients, or guests. Think about the innovative ways companies like Disney, Chick-fil-A, Publix, restaurants, healthcare providers, and retailers seek to serve their customers. Chapter 7 in our textbook covers two key concepts relevant to creating quality customer experiences. These are Exceeding Expectations (page 266) and Service Recovery (page 276-281) Pick one of these concepts and review the pages listed, along with the corresponding video below. Then post your summary, answering the following questions. Your original post should be 150 words minimum. Please reply to 2 students with a substantive response (25 words minimum). 1.) Briefly describe the concept you selected – what is it, why is it important to quality service? 2.) What are some key steps to implementing the concept you chose? 3.) What stood out to you most from the video? 4.) Briefly describe a personal experience you have with this concept (as a customer, service provider, or observer). Videos: Service Recovery The Best Service Recovery Story... Ever! (Links to an external site.) Exceeding Expectations Shep Hyken Amazing Customer Service Taxi Cab Story by Customer Service Speaker (Links to an external site.)

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Exceeding Expectations implies that the service provider will provide service differentiation which might not be provided by other competitors. This can be a service of personal innovation by the salesperson/service provider. Exceeding Expectations is important to ensure that customers keep coming to a particular store and avail its services mostly. This is because customers will want to avail the extra/additional services provided by the service provider. Customers will also not have the desire to switch to other companies because of knowing that they will get same services except the additional service.