PROVIDING QUALITY
SERVICE
Teri Ridler
Hands On Leadership
The Customer Wheel

Know Your Products

Know Your Customer
What are Your Customers’
Expectations about Your Products

Your Products
Tangible Item
 Intangible Service
Perception = 100% Reality
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
Ripple Effect: 1 person tells 10 people about your
product – those 10 people tell 6 people each – 60
people have now formed an opinion about your
company’s product!
Brand Expectations:

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Advertisements (words)
Media (pictures)
Word of Mouth (experiences)
Price (perceived value)
The Customer

Internal Customers: Inside your Company

External Customers: Outside your
Company

What are their Expectations?
People who’s expectations are not met, will tell 9 – 10
people! Misery loves company!
Influences:
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Demographic background
Education
Financial Status
Family Size
Past Experiences
Other?
Expectations

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Courteous Staff
Correct Information
Concern for the Individual
Quality Service

Acknowledge

Adapt

Assist
Acknowledge


Greet and Smile
Don’t take “People” out of the
“Product”
Adapt

How can you turn an S.O.D.
(source of distress) in to a
S.O.S. (source of
satisfaction)?
Assist
Fix problems promptly
 Don’t “blame”, “explain”
Service is the one thing that
places you above your
competitors!
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Remember:

The most important part of
quality service is not only
knowing what to do…but
actually doing it!