Group 2Arceo, Alexsandra

Jacinto, CharitoManiago, Kim Russel

Quiazon, Lady Lin

• How can services company meet or even exceed the expectation of their costumers?

• How can services company continue to satisfy their costumer and be consistent with their services?

• First, Susan felt that her expectation in the first situation is not met because the food she wanted to eat was not available.

• Second, when the hairdresser did not come on time, here expectation are met but not that much.

• Third, in the dry cleaning shop, she felt disappointed because her suit for interview was not yet ready as promised.

• Lastly, the insurance company did not take any action in regards with her concern.

• Prepare foods that can serve all the students.

• Serve costumers immediately.• A provider must do their duties well.• Be friendly and empathetic.• Provider must get the feedback of

costumers.• Provider must understand customer

behavior

• Service companies must understand costumer behavior.

• Identify the needs and wants of costumers.

• Satisfy and even exceed the expectation of the costumers.

• Accept feedback.• Understand costumer behavior.• Consider costumer value.