the lack of action to
1. 1.What happens to customer expectations
speed up play. He seeks
over time when they are consistently met?
out the golf professional
to express his
displeasure. What needs
to be in place
2. 2.What is the primary product of the golf
business according to the Customer Rela-
tions Manual?
3. 3.What single variable has research shown
to be most closely associated with long
term financial performance?
4. 4.What is occurring when the customer
evaluates the qualify of a facility's products
and services?
5. 5.When does an interactive moment of
truth occur for the customer?
6. 6.What is occurring when a customer's bag
has been incorrectly tagged at the bag
drop?
7. 7.According to the Customer Relations
Manual, what must accompany good inter-
personal skills to achieve high quality rela-
tions with your members and customers?
8. 8.An upset customer is concerned about
,They become part of the requirements and,
eventually, the Core Products and Ser- vices as
new requirements and expectations emerge.
These new requirements and expectations
eventually be- come part of an updated Core
Products and Services.
The PGA Experience
The Core Products/Services that the club
continues to deliv- er is associated with long-term
financial performance.
Moments of truth.
They involve direct contact be- tween the
customer and a staff member.
A task related failure
They require clear procedures and actionable
skills to be de- veloped for routine day-to-day
situations.
Golf professionals must en- sure positive
procedures are in place and that staff members
are trained in the Interperson-
, for the golf professional to resolve the sit- good customer
uation? relations?
9. 9.What is a clear policy on how to handle
customers who arrive late for a tee time?
10. 10. The Head Professional is explaining the
club's "no starting from the 10th tee" policy
to a foursome that has attempted to do so.
He explains the reasoning for the policy
and politely extends an invitation to place
them as the next group off#1 tee. What con-
cept of customer relations interactions is
illustrated in this scenario?
11. 12.What do all customer interactions in-
volve in addition to relationships?
12. 13.What are the key requirements for good
customer relations?
13. 14.What factor affects the value of any re-
source?
14. 15. Running out of scorecards indicates
a breakdown of what key requirement for
1. 1.What happens to customer expectations
speed up play. He seeks
over time when they are consistently met?
out the golf professional
to express his
displeasure. What needs
to be in place
2. 2.What is the primary product of the golf
business according to the Customer Rela-
tions Manual?
3. 3.What single variable has research shown
to be most closely associated with long
term financial performance?
4. 4.What is occurring when the customer
evaluates the qualify of a facility's products
and services?
5. 5.When does an interactive moment of
truth occur for the customer?
6. 6.What is occurring when a customer's bag
has been incorrectly tagged at the bag
drop?
7. 7.According to the Customer Relations
Manual, what must accompany good inter-
personal skills to achieve high quality rela-
tions with your members and customers?
8. 8.An upset customer is concerned about
,They become part of the requirements and,
eventually, the Core Products and Ser- vices as
new requirements and expectations emerge.
These new requirements and expectations
eventually be- come part of an updated Core
Products and Services.
The PGA Experience
The Core Products/Services that the club
continues to deliv- er is associated with long-term
financial performance.
Moments of truth.
They involve direct contact be- tween the
customer and a staff member.
A task related failure
They require clear procedures and actionable
skills to be de- veloped for routine day-to-day
situations.
Golf professionals must en- sure positive
procedures are in place and that staff members
are trained in the Interperson-
, for the golf professional to resolve the sit- good customer
uation? relations?
9. 9.What is a clear policy on how to handle
customers who arrive late for a tee time?
10. 10. The Head Professional is explaining the
club's "no starting from the 10th tee" policy
to a foursome that has attempted to do so.
He explains the reasoning for the policy
and politely extends an invitation to place
them as the next group off#1 tee. What con-
cept of customer relations interactions is
illustrated in this scenario?
11. 12.What do all customer interactions in-
volve in addition to relationships?
12. 13.What are the key requirements for good
customer relations?
13. 14.What factor affects the value of any re-
source?
14. 15. Running out of scorecards indicates
a breakdown of what key requirement for
