Total Quality Service

Topics: Customer service, Marketing, Foodservice Pages: 1 (316 words) Published: April 13, 2005
Is TQS more important today that it was then years ago? Why or why not?

Total quality service is more important today than it was ten years ago. Quality is a key factor in customer satisfaction and service is expected. In the past quality service may have been an afterthought to some companies, now it is essential to remain a competitive and successful business. Satisfied customers are the driving force that keeps a company in business. In my own experiences, when I have received poor service from a particular restaurant, store, service or company I tend to avoid giving my business to them. Companies that provide a poor quality of service should remember that they need me as a customer more than I need them. Often times I have interacted with people who work in the food service industry who seem to have a problem with their job so they take it out on their customers. It is that attitude that will cause customers to go elsewhere. I would have to say that is a pet peeve of mine. This person chose this job, knew that the job entailed them to provide service to people all the time, but for some reason they have a problem doing it. That's your job! If you don't like people, you should probably find a job where you don't have to interact with them constantly. I found the following on the internet as an excerpt from the Harvard Business Review; I think it sums up an excellent attitude of total quality service. "A discovery by Xerox shattered conventional wisdom: Its totally satisfied customers were six times more likely to repurchase Xerox products than its satisfied customers. The implications were profound: Merely satisfying customers who have the freedom to make choices is not enough to keep them loyal. The only truly loyal customers are totally satisfied customers."
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