Will and Jason NaJami are going to open a swimming pool service this summer. They will put in pools, repair damaged ones and provide a pool-cleaning service. They have decided to use a service guarantee as their primary service recovery tool. How can they make sure that their service guarantee is effective?
What will be an ideal response?
There are four characteristics for an effective service guarantee. (1) Unconditional. The guarantee should make its promise with no strings attached. (2) Meaningful. It should guarantee elements of the service that are important to the customer. The payout should cover fully the customer's dissatisfaction. (3) Easy to understand and communicate. Customers need to understand what to expect and employees need to understand what to do. (4) Easy to invoke and collect. There should not be a lot of hoops or red tape in the way of accessing or collecting on the guarantee. Better students will note that the couple may need to set up one guarantee for each of the three services they are providing.
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