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At every service encounter within a customer focused organization, service quality can be identified through the standard of customer service experience. Customer expectation is a significant component of service quality and this expectation is usually developed from past experiences, word of mouth and advertisement. The customer would compare his perceived service with expected service and when perception meets expectation then the customer is happy, however if the reverse occurs then customers are disappointed.Customers generally have a tendency to compare the service they ‘experience’ with the service they ‘expect’. If the customer experience does not match his expectation it can most times be due to tangibles physical issues; reliability; responsiveness; service assurance and empathy.How many companies can say with certainty that they are aware of what their customers expect and that they are confident that their employee’s performance meet that expectation?Companies that embrace service quality will meet customer needs whilst remaining competitive. If a company embraces a service quality culture, primarily, its management will exude commitment to service and demonstrate an understanding of brand development; it will work to improve operational processes and identify problems and quickly and systematically find simply workable solutions.That company will establish valid and reliable service performance measurement methodologies and is able to measure customer satisfaction. According to the PIMS database at Princeton University, ‘businesses that are rated high by their customers for service grow faster and are more profitable than businesses rated low’.Successful Companies are always conducting research on ways to add value to their product offering in an effort to surprise and satisfy their customers. Is your company committed to improving service? It is advisable to conduct an evaluation of present Service Quality or Customer Service Practices for taking your organization on a journey towards Service Excellence.Service is the spinal cord of any organization and a company that embraces Service Quality will evelop policies that put people first, and develop core values that earn trust;Develop a vision based on Purpose – Many business opportunities exist, however it is important in pursuing your goals that you love for what you doBe focused on company’s goals that embraces people, through nurturing, recognition and praise, you can claim buy-in from your team;Develop a strong, reputable and trusted brand;Developing the habit of Excellence.A company that is people focused, would be interested in the voice of their customers, and would implement strategies that ensure proper analysis of responses for sound decision making. The voice of the internal customer should be the primary focus of any organization.The recruitment process, orientation and training the right job fit for positions within a company contributes significantly towards the profitability of any company. Developing policies that focusses on staff training in Service quality will firstly highlight a company’s dedication to excellent service delivery to its customers, as well as demonstrates the value placed on customers by the organization.In so doing, feedback and social interaction with customers will allow for the recording and analysis of the ‘voice of the customer’ in order to respond effectively,Jerseys Wholesale, thereby making ensuring profitability. |
