How important are customer expectations in regard to managing and maintaining service quality?
Customer expectations are very important because depending on their satisfaction, they are more likely to return for service or refer other customers. The company needs knowledge if satisfaction is rising and which are the areas in which customers are satisfied so the company can continue with that same service. There needs to be an observation when customer's satisfaction level is changing since it affects their expectations and or perceptions. Constant diligence in observing your customers' environment and your own can affect their satisfaction level. A good way to exceed service quality to switch from service provider mentality to being the customers. Observe what would be your expectations as a customer.
For the most part, customer will not demand service that is in executable, it is usually reasonable. Customers like to be treated with courtesy, appreciation and listened to as well. Customer service includes not only how the customer is treated, it is the entire process of obtaining the product and after the product has been purchase.Acknowledgement of voicemail and service request is a very important factor. Customers many times have questions on the product, it is essential for them to obtain correct responses and together with friendliness and dedicated attention.
Due to the economic status of this nation there has been many jobs positions that has been made to the minimum amount of employees needed. Customers do not like to wait for service, therefore, once they receive service it should be the best quality to make them feel it was worth the time they waited to obtain the service.
The company also needs knowledge in the areas in which the customers are not satisfied, they need to track and cout the frequency of complaints and if they are the same or similar complaints. Company may opt to send periodically...
Please join StudyMode to read the full document