Something to think about-Service Quality Here are some measurable characteristics in which you can look to improve the services you provide to your customers: Convenience-the availability and accessibility of the service. Reliability-the ability to perform a service dependably, consistently and accurately. Responsiveness-the willingness of service providers to help customers in unusual situations and to deal with problems. Time-the speed with which service is delivered. Assurance-the knowledge exhibited by personnel who come into contact with a customer and their ability to convey trust and confidence. Courtesy-the way customers are treated by employees who come into contact with them. Tangibles-the physical appearance of facilities, equipment, personnel, and communication materials. Consistency-the ability to provide the same level of good quality repeatedly. This is a great guideline to design and produce high quality goods or services. The greatest challenge will always be that customers have different expectation and ideas of what these terms mean and customer complaints can be due in part to unrelated factors. Courtesy of my Operations Management class at San Jose State University.
Posted on: Tue, 25 Jun 2013 21:40:21 +0000
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