how can we improve service quality
TRANSCRIPT
4 HOW CAN WE improve service
quality?
The service quality is
tested at each service
encounter
Bored, unanswerable or
slow employees distract
customer
Customers switch because::-
Two important considerations in service
delivery
1. Managing Customer
Expectations
2. Incorporating self-service technologies
Managing customer expectations
Customers form serviceexpectations from many
sources, such as pastexperiences, word of mouth, and
advertising
Customers compare the perceived service with the expected service
The causes of unsuccessful delivery
are gaps between:
consumer expectation and management perception
management perception and service-quality specification
service-quality specifications and service delivery
service delivery and external communications
perceived service and expected service
Incorporating
Self-Service Technologies
Many person-to-person service interactions are being
replaced by self-service technologies
They can make service transactions more accurate,
convenient, and faster.
Customers must have a clear sense of their roles
in the SST process, must see a clear benefit, and must feel
they can actually use it
Credits• https://c2.staticflickr.com/6/5178/5569177877_53809aa18b_b.jpg
• http://www.smithonvoip.com/wp-content/uploads/2013/06/voip-quality-of-service.jpg
• http://www.easyvectors.com/free-vector/image/t/two-ways-concept-sign-signboard-street.jpg
• http://www.haaretz.com/polopoly_fs/1.459583.1345511918!/image/800174838.jpg_gen/derivatives/landscape_640/800174838.jpg
• http://www.metisetrade.com/resources/images/products/ad_transaction_icon.jpg
• http://www.quertime.com/wp-content/uploads/2013/04/best_online_transaction_services_like_paypal.jpg
DISCLAIMER
•Created by ANURAG JAIN, NIT ALLAHABAD, during an internship by Prof. Sameer Mathur, IIM Lucknow.
• www.IIMInternship.com