How To Maintain the Quality of Services
- April 4, 2017
- Posted by: marlenedubois
- Category: CPR Training
When businessmen attain the desired level of service, maintaining their standards become a great challenge for them. which can be a tough job to maintain quality at excellent level for the service providers. which can be as difficult in addition to also important as to establish in addition to also attain such quality.
There are generally two ways of maintaining service quality – the proactive approach in addition to also the reactive approach.
The proactive approach can be all about trying to gather feedback of the customers about the quality in addition to also suggested ideas of improvement. Proactive approach can be done by the method of –
• Staff training
• Gap analysis
• Surveys in addition to also administering questionnaires
Staff Training – Staff training can be one of the major aspects of the proactive approach. Personnel are trained generously by their companies in addition to also they spend quite a Great amount of money on which creating sure which they can tackle all the complaints in addition to also queries of customers. which will be alright if the company decides to hike the cost of its services or to change its offerings. For example, multiple customer queries have been handled by the staffs about the cost hike, if any fast food chain decides to raise the cost of the items within the menu. If the staffs can not provide satisfactory explanation of the cost hike, then which would likely lead to customer dissatisfaction in addition to also poor quality.
Gap Analysis – In order to analyse service quality, the step of gap analysis can be often adopted by the providers. Every company wants to offer the best quality to their customers. however the best standard can be always not possible for them to provide. So, the gap between the existing in addition to also desired service standard helps the providers to improve the offering within the future.
Surveys in addition to also questionnaires – which approach helps a company fulfil the expectations in addition to also demands of their customers in addition to also to improve its standards as well. Demands in addition to also common issues of the customers can be identified with the help of which survey. which also helps the company to improve its offering.
A reactive approach can be to improve the service standard after receiving complaints by the customers. The company firstly apologizes to the customers in addition to also then tries to resolve the situation.
Measuring Service Quality
Always remember to place a metric system for measuring standard. These parameters will help to rate customer expectations, service versions in addition to also businesses. which helps to create a competition between the staffs to maintain service standards.
Once you put which measuring system, a standard can be chosen as mandatory service standard which the company tries to maintain.