Service Objectives

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Building Trust

One primary focus of our service is to develop relationships with customers to gain their trust. Since services are intangible, determining value and quality can be difficult. As such, service customers look for tangible signs of quality to make purchasing decisions.

Offering Value

One way to increase the value is to bundle several services together and offer them as a package. For us, in order to achieve it, we sometimes offer discounts to customers who purchase our products regularly and give free items for customers who purchases more than three items in our café.

Establishing Uniform Processes

The provision of services is inherently variable, since each instance is distinct from all others, varying by service delivery personnel, the circumstances of delivery, and the service environment. Therefore, as our café also provide a delivery service, in order to minimize variation, we had established uniform processes to provide consistent delivery services to our customers.

Promoting Customer Satisfaction

Services are perishable, meaning they cannot be stored for later use. The best way to manage variable demand is by cultivating repeat business from satisfied customers. Therefore, promoting customer satisfaction should be a primary goal of service marketers.

by Siti Maryam Hafit (1528598)