Develop a Service Strategy a. Research shows that many service employees are hampered by inadequate service plans and a lack of skills and tools. This plan sets standards for service quality, and it indicates how to coordinate employee efforts to meet those standards. The most successful service marketers have leaders with a service vision , a view of the organization's future that becomes the driving force behind its service activities. A service recovery plan is a set of actions designed as a response to service problems. Studies show that customers who experience problems want service providers to apologize, propose a solution, show consideration, offer reimbursement, and deliver on promises.
Consultants say that customer satisfaction is tied to employee satisfaction and retention.
To avoid turnover and morale problems use internal marketing, train employees, and give them opportunities to learn on the job. Next let your employees make decisions that will satisfy customers. Marketers can motivate employees to give quality service by rewarding them. Customers feel more confident dealing with a service marketer when they know what will happen and when. When customers don't know what to expect from your service, educate them so they know when to seek your services, how to evaluate alternatives, and what to expect.