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Compose a 2750 words assignment on importance of service encounters. Needs to be plagiarism free!
Compose a 2750 words assignment on importance of service encounters. Needs to be plagiarism free! Service industries make a huge part of economies. It is safe to say that every single person consumes services at one point or another. The Australian Bureau of Statistics recently published a report that 75% of workers in developed nations are employees in service industries (Australian Bureau of Statistics, 2008). Albeit service industries are a crucial part of any economy, Koepp (2007) has made an observation that the quality of service is on the decline.
For the customer, the most important thing is the quality of the service encounter. Notably, most employers don’t train their employees sufficiently on how to handle customers professionally and discreetly. These employees may be demotivated perhaps because of underpayment, high turnover or job dissatisfaction which eventually translates to poor customer service.
The unfortunate thing for most of the employers is that they fail to grasp the solid understanding of how best to improve service encounters with potential or present clients. They often assume that employees need to learn how to smile at, welcome and serve customers. As much as this is important, more emphasis needs to be on the employees themselves. When staff members are well taken care of, great service delivery is almost impossible. In the quest to improve the quality of service encounters and ultimately save the firm from spiralling downwards, effective management of the complex behaviours of employees needs to be maintained at an all-time high. Customers judge the quality of the services offered to them through service encounters ultimately affecting the overall judgment of the service provider.
So I am on a flight heading to New York City to visit a relative. Once the seatbelt light is turned off, a man walks to the front where the cabin crew members are and proceeds to take the microphone to make an announcement. He introduces himself as the CEO of the airline and goes ahead to say something along the lines of, “Thanks for choosing to fly with us especially with the highly competitive market in this country. .
