Customer Satisfaction is the customers perception of the actual service received as compared to the service they expected.

6. Serviceability: Is the service system efficient, competent, and convenient? 7. Fit and finish: Does the product look and feel like a quality product? DIMENSIONS OF PERCEIVED QUALITY: THE SERVICE CONTEXT

Customer Satisfaction lives at the intersection of reality and expectations

CUSTOMER PERCEPTION AND QUALITY Perceived quality can be defined as the customer's perception of the overall quality or superiority of a product or service with respect to its intended purpose, relative to alternatives. Perceived quality is, first, a perception by customers. It thus differs from several related concepts, such as: a) Actual or objective quality: the extent to which the product or service delivers superior service b) Product-based quality: the nature and quantity of ingredients, features, or services included c) Manufacturing quality: conformance to specification, the "zero defect" goal 1. Tangibles: Do the physical facilities, equipment, and appearance of personnel imply quality? 2. Reliability: Will the accounting work be performed dependably and accurately? 3. Competence: Does the repair shop staff have the knowledge and skill to get the job done right? Do they convey trust and confidence? 4. Responsiveness: Is the sales staff willing to help customers and provide prompt service? 5. Empathy: Does the bank provide caring, individualized attention to its customers? CUSTOMER COMPLAINT

No matter how hard you try, things are bound to go wrong once in a while. Food gets burned, orders get forgotten in the middle of a dinner rush, or new servers simply forget all their training. No matter the reason for the complaint, the important Perceived quality cannot necessarily be objectively determined, in part because thing is to try and please the customer and send them home knowing that, yes there it is a perception and also because judgments about what is important to customers are was a problem, but it is not typical of your establishment. Let them know that you, the owner, value their comments and their business. involved. An evaluation of washing machines by a Consumer Report expert may be competent and unbiased, but it must make judgments about the relative importance of features, cleaning action, types of clothes to be washed, and so on that may not match those of all customers. After all, customers differ sharply in their personalities, needs, and preferences. Perceived quality is an intangible, overall feeling about a brand. How-ever, it usually will be based on underlying dimensions which include characteristics of the products to which the brand is attached such as reliability and performance. To understand perceived quality, the identification and measurement of the underlying dimensions will be useful, but the perceived quality itself is a summary, global construct. DIMENSIONS OF PERCEIVED QUALITY: THE PRODUCT CONTEXT 1. Performance: How well does a washing machine clean clothes? 2. Features: Does a toothpaste have a convenient dispenser? 3. Conformance with specifications: What is the incidence of defects? 4. Reliability: Will the lawn mower work properly each time it is used? 5. Durability: How long will the lawn mower last? How you handle customer complaints will determine if the customer comes back to your restaurant. Here are some tips to help you field your next complaint and send your customer home with a smile. Listen- Listen to what the customer has to say. Even if you cant solve the problem, you still need to listen. For example, perhaps a customer is displeased because there is waiting line. Well, there isnt much you can do about it, except let them vent. Body Language- The way you stand and look at a customer can speak more than words. Maintain eye contact and dont cross your arms over your chest, if you are feeling defensive. Avoid the urge to roll your eyes, if you are feeling exasperated. Instead, nod and smile, no matter how irritated you may feel. This shows you value their opinion and their business. Apologize- Remember that customer who was so upset over the long waiting line? Offer an apology. I understand that you are not happy about the wait, sir, but we are working as fast as we can to get you a table. We really appreciate your patience and willingness to wait. Perhaps you would like to have a drink at the bar until your table is ready. You demonstrate that you completely understand their frustration and are working diligently on a solution.

Freebies- If a customer has problem that could have been prevented, such as an overcooked steak or a snippy server, then the best route to take is to apologize and an offer them some sort of compensation. Here are some quick freebies that you can give customers that wont cost you much money, but will go a long way to assure future business: Free round of drinks Free dessert Gift certificate for a future visit Merchandise, such as a beer glass or tee-shirt Take a certain percent off their meal Occasionally you will have a truly angry customer (perhaps justified, perhaps not) who declares Im never coming back! Well, if that is the case there probably isnt any freebies you can offer to change their mind. Calmly assure the customer you understand their frustration, and offer an apology (again) and let them know if they change their mind you would love to see them again. By sending them off on a courteous note, there is a very good chance, once their anger has cooled, they will try your restaurant again. PublIc fInance

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Government action taken to stimulate the economy, as spending money in the commercial sector, cutting taxes, or reducing interest rates.