個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Exceeding Customer Needs and Expectations
內容大綱
Service Excellence in Organizations, Eight Key Steps to Follow and Achieve It, is a two-volume book published by Business Expert Press in 2019 and written by Fiona Urquhart, who leads Durham University's MBA module on service excellence and has consulted for an array of service and manufacturing organizations. Volume I deals with the basic tenets of service excellence, while Volume II suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples used by well-known companies; both also contain a self-assessment diagnostic tool that enables organizations to identify where they have built significant strengths in terms of service excellence and where opportunities to enhance their operations exist. In the first volume, the fifth chapter explores why customer needs are paramount and discusses customer needs versus customer desires-what do customers really want? It looks at customer expectations and satisfaction. How should organizations manage customers when things go wrong-what are the effects of fade or walk away versus active strategies that re-engage customers back into the fold? It also examines what makes service delivery fun for customers and staff alike.