i don't like to feel like this..
i don't like to fall sick again..

***

these are what i learnt today in services..


when what is delivered way exceeds your expectations,
you'll be delighted.
but for the next encounter,
you'll demand even more as the previous experience sets the new level
and it in turns increases the level that you perceive to be adequate.
if it falls below that, you'll be very disappointed.

**

it is like a theatre,
your staff are your actors,
your customers are your audience.

there is always a front-stage that you show to the others,
and the back-stage is what that is really happening.
some customers are awed by the beautiful props and lightings,
while some would really want to see what goes on behind and underneath it all.

your staff are your actors.
each of them have to follow a particular appearance and manner
to reflect the roles that they play.
they must also know their roles and scripts well so that there is consistency.
however, it's their expressive devices which gives the customer a deeper impression.
no matter how well groomed they appear to be,
a customer can always tell a false smile from a real and sincere one.

your customers are your audience.
they have protective services
whereby they will give allowance for mistakes
by saying "it's ok" when something unpleasant happens.
this is because they want to see the whole of the service
as they believe that it will be good.



perhaps you'll understand what i really mean..
perhaps not..
8:54 PM

1 Comments

thank you, please come again! :)

By  Anonymous, at 11:10 PM  

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