Standards of service
Response to questions
Question one
There are different contact points in the service delivery case study that requires critical analysis to evaluate its adequacy. The first point of contact is where Tom snipped his fingers and said that he needed a haircut. This was after being asked about how the lady at the barbershop would help him. The lady went back to the shop’s rear side after asking Tom to go for a wash. At this point, the lady should have realized that Tom was a new person at the shop. He needed direction on where to go, and the services offered sequentially. Tom’s entrance to the shop was a test for the barbershop. The lady had to decide on whether to direct Tom on what to or to leave him. The crisis was the irritation by Tom on the customer service of the shop. Another point of contact was where Tom’s hair was being washed. His neck was exposed, and there was no verbal communication or contact with the lady delivering the service. The expectation is that the service should meet customer expectations. Finally, Tom appreciated the lady who estimated the cost of the service. The reason is that she was aware of the shop’s pricing and never lied to Tom. These are the major moments of truth in the case study.
Question two
The expected standards of service at the contact points above have a direct relation to Tom’s expectation. At the first point, the lady should have told Tom about the process followed at the barber’s shop. At the second point, the washing process should have been of high quality by not exposing the neck of tom to the liquids. There was supposed to be explanations about the gel applied to the head of Tom.
Question three
The barbershop’s kind of service cycle needs to create lets the clients know about the kind of services to expect. A customer should have the know-how of every process. Most people consider the aspect of value for money. The explanation may involve illustrations of the gel applied and the people that customers may be in contact with. Finally, there should be eye contact and verbal communication with clients.