There are many quality factors involved in providing a good standard of service. From the moment a customer calls our 24hr Assistance Centre, right through to the follow-up Customer Satisfaction survey after the service has been provided, the quality of our service is in the spotlight.
Satisfying customers needs demands that we cover every detail and don’t disappoint the customer at any point during the service. Our way of dealing with this is to understand what the customer needs and expects. This knowledge is then used to build the service and to plan what infrastructure and resources are required.
Service quality must begin with looking at things from the customer’s perspective. This must be done when a service is being created, and also monitored by obtaining feedback from customers once the service is running. In both cases, customer insight is used to improve the quality of the service being delivered.
A good service will not necessarily continue to be a good service if it does not move with the times. Service quality must be continually assessed and measured, and the service must evolve with customer expectations if it is to continue to be appreciated and valuable.
