Explanation A bank teller is expected to provide a quick service with higher accuracy in order to avoid the long queues, so that the customers’ waiting time will be reduced and the customer satisfaction will be achieved. A bank teller should also have effective and friendly communication skills in order to handle the customers and even the difficult and angry customers. A nurse should be kind and compassionate towards the patients and should also possess clinical expertise on the subject matters. A nurse should be highly flexible and should also have effective people management skills with effective communication skills. These skills are essential in ensuring the safety of the patients as well as the smooth functioning of the hospital. A flight attendant should have highly effective grooming skills with communication as well as decision making skills. They should also have effective interpersonal skills with high level of cultural flexibility that will help them in increasing the productivity of their job as they pay enough attention for the safety as well as comfort of the customers...

OM (with OM Online, 1 term (6 months) Printed Access Card)

6th Edition

ISBN: 9781305664791

Author: David Alan Collier, James R. Evans

Publisher: Cengage Learning

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Concept explainers

Introduction to service marketing

Organizations that provide products or products to their consumers use service marketing to enhance brand recognition and revenue. In contrast to product marketing, service marketing promotes intangible transactions that add value to clients. Advertisers…

Question

Chapter 1, Problem 2DQ

Summary Introduction

Interpretation: Importance of service management skills and the way they differ for a person in the production industry and implications for hiring criteria and training.

Concept Introduction:

Service management skills are significantly important for a person in the service industry. It is the ability to deliver the service in a professional manner in gaining customer attention as well as customer satisfaction.

Expert Solution & Answer

Chapter 1 Solutions

OM (with OM Online, 1 term (6 months) Printed Access Card)

Ch. 1 - Prob. 1DQ Ch. 1 - Prob. 2DQ Ch. 1 - Prob. 3DQ Ch. 1 - Prob. 4DQ Ch. 1 - Prob. 5DQ Ch. 1 - Prob. 1PA Ch. 1 - Prob. 2PA Ch. 1 - Prob. 3PA Ch. 1 - Prob. 4PA Ch. 1 - Prob. 5PA

Ch. 1 - Prob. 6PA Ch. 1 - Prob. 7PA Ch. 1 - Prob. 8PA Ch. 1 - Prob. 9PA Ch. 1 - Prob. 10PA Ch. 1 - Prob. 12PA Ch. 1 - Prob. 13PA Ch. 1 - Prob. 14PA Ch. 1 - Prob. 1CQD Ch. 1 - Prob. 2CQD Ch. 1 - Prob. 3CQD Ch. 1 - Prob. 4CQD

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