SERVICES MARKETING

DPM50123
SESSION 2 2023/2024
PRACTICAL TASK 6
LECTURER NAME : PN. AZZILA BINTI AZMI

NAME NO.MATRIC

MOHAMAD IMAN HAKIMIE BIN MOHAMAD 15DPR21F2001

AZRIN
PERVAENRAAJ A/L SUBRAMANIAM 15DPR21F2009

NUR FAIZAH BINTI LATIF 15DPR21F2031

NUR KHAIRINA BALQIS BINTI QUSAIRI 15DPR21F2033

MUHAMMAD ISYRAF MUQRI BIN MOHD 15DPR21F2041

ZULKIFLI
1. Exceeded Positive Expectations
I. High Customer Satisfaction and Loyalty:
Exceeding expectations in a haircut results in high
customer satisfaction. Positive word-of-mouth
advertising, repeat business, and the opportunity to try
other services are the results of this.

II. Post-purchase Engagement:

The barbershop can take advantage of this satisfaction
by thanking the customer via email and providing options
for scheduling an appointment. Highlighting product
suggestions or aftercare advice for keeping the haircut
looking good. Enrolling them in a rewards-based loyalty
program for frequent visits.

2. Reached Goals (Neutral)

I. Adequate Experience:
A haircut that satisfies expectations yields an adequate
experience, or a neutral one. Though probably not overly
impressed, the customer is probably satisfied.

II. Possibility for Improvement:

The barbershop could try to improve the experience by:
Getting input from customers via surveys to learn about
their preferences.granting free extras for subsequent
visits, such as a hot towel shave or scalp massage.
showcasing stylists' skills in competitions or posts on
social media.
3. Lower than Anticipated (Negative)
I. Dissatisfaction & Possible Loss:
Client churn can result from a haircut that does not live
up to expectations. In order to keep the client, the
barbershop needs to take care of this.

II. Recuperation Techniques:

The barbershop can react as follows reach out to the
customer proactively to express regret and show that you
are aware of their worries.To make things right, give a
free haircut or a coupon off future services. Make sure
stylists receive helpful criticism so they can improve and
stay out of similar situations. Through an awareness of
the connection between expectations and service
performance, a barbershop can successfully navigate the
post-purchase phase and convert happy clients into
devoted customers.