Quality Customer Service

QUALITY CUSTOMER SERVICE

 

Quality is the extent to which the customer appreciates a product or service. Quality involves supplying customers with what they want, to the standards they want, and at a price they are willing to pay. In the face of competition, organizations find they have to give something extra to win customers. However, quality is not found in a fixed set of product features for added services, but (also) in relationships with customers. In other words, business must think about the quality of service that they are "offered" to their clients.

 

Customer-driven organizations develop processes to listen to customers. They develop structures that enable them to build a relationship with their customers so that they are able to keep track of changing customer tastes. "Praise" and "problems" brought to the attention of management by customers are looked into and action taken to ensure that the clients don't take their business elsewhere.

 

Organizations are formed by a group of people pooling their resources and skills for the purpose of achieving given objectives efficiently and effectively. It is therefore important that coordination and understanding of how each individual affects the other and how everyone eventually this affects the customer is appreciated throughout the whole business. Quality in the eyes of the customer is much more than the technical quality of the product; it must entail the relational quality of the service as well.

 

Allan Bukusi