Need I say that the quality of service delivered by any personnel on each encounter with a client is relative?
This is because it is difficult to measure such things as quality service because it is intangible. However when good service is offered, the following would have taken place.
- Solution must have been proffered. It implies that appropriate information would have provided for enquiries made, availability of requested product/service or the recommendation of a worthy alternative where out of stock or where the firm does not offer the service requested.
- The customer must have been made comfortable.
- The service provider must have been able to deliver on both documented and verbal promises. Very Important!
- A comparatively better means of delivering the service was employed.
- The customer (who is king) walks away feeling satisfied and a lot better.
Quite easy I hear you say. Just maybe let us find out.
When the quality of Service Provided equals to the Customer’s Expectation, then you just lived up to the perception the customer already has about the firm. Neutral Service Offered (SP = CE)
In a case where the Customer’s Expectation Exceeds the Service Provided, it is POOR SERVICE. (SP < CE)
But if it’s the other way and the Service Provided Exceeds the Customer’s Expectation, it is simply Excellent Service!
Now you understand why the quality of service delivered is relative because it is measured largely based on the customer’s perception.
A good understanding of the client with all the principles of service in place makes it a lot easier to achieve Excellent Service delivery.
You probably want to think through on these tips before we load ourselves with more information.
Thank you for reading and sharing the link this time.
Bimbo,
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