How can we improve service quality
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Transcript of How can we improve service quality
There are two factors which
help in managing service
quality:
Managing customer expectations.
Incorporating self-service technologies.
Managing customer expectations
“Customers tend to form service expectations from many sources like past experiences, word of mouth and advertising.”
Customer expectation
Management perception
Service-quality
specification
Service delivery
External communica-
ion
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“ Any marketing activity which aims to narrow down these gaps can help solidify a customer-service
relationship.”
Incorporating self-service technologiesConsumers value convenience in services and many person to person services are being replaces by self-service technologies.
Customers must have a clear sense of their roles in the self-service technology process, must see a clear benefit and must feel they can actually use it!!!
“These slides were prepared by ‘Kartik Singla’
as a part of an internship done under ‘Prof. Sameer Mathur’ (www.IIMInternship.com).”
Disclaimer