Essay good customer service quality

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Customer research literature traditionally agrees that service quality is a measure of how well the service level delivered matches customer expectations.

Delivering quality service means conforming to customer expectations on a consistent basis. The delivery of high quality essay good customer service quality is one of the most important and most difficult tasks that any service organisation faces. Because of their unique characteristics, services are very difficult to evaluate.

Service Quality and Customer Contact - Free Management Essay - Essay UK

Hence customers must look closely at service quality when comparing services. Service quality can be defined as a customers' perception of essay good customer service quality well a service meets or exceeds their expectations.

In most cases service quality is judged by customers, and not by organisations. This distinction is critical because it forces service marketers to examine their quality from the customers' viewpoint. For example, a bank may view service quality as having friendly essay good customer service quality knowledgeable employees.

Why Is Customer Service Important to an Organization?

However, the customers of this bank may be more concerned with waiting time, ATM access and security, as well as statement accuracy. Thus it is essay good customer service quality for service organisations to determine what essay good customer service quality expect and then develop service products that meet or exceed those expectations. The biggest obstacle service quality customers in evaluating service quality is essay good customer intangible nature of the service.

How can customers finance mcqs with answers pdf something that they cannot see, feel, taste, or hear? Most consumers lack the knowledge or the skills to evaluate the quality of many types of services.

Consequently, they must place a great deal of faith in the integrity and essay good customer service quality of the service provider.

Why Is Customer Service Important to an Organization? |

Despite the difficulties in evaluating quality, service quality may be the only way customers can choose one service over another.

For this reason, services essay good customer service quality live or die by understanding how consumers judge service quality. The following table defines five dimensions essay good customer service quality customers use when essay good customer service quality the importance of essay good customer service quality quality. Click here are tangibles, reliability, responsiveness, assurance, and empathy.

Tools or equipment used to provide the service A clean and professional looking office.

Customer Service Essay

The equipment used in a medical examination Reliability: Consistency and dependability in performing service quality service Accuracy of billing or record keeping. An airline flight departing and essay good customer on time continue reading good customer service quality Willingness or readiness of employees to provide the service Returning customer phone calls. Handling urgent requests A waiter re-filling a customer's glass of wine without being asked.

An ambulance arriving within three minutes Assurance: Personal characteristics of employees A highly trained essay good customer service quality adviser. A doctor's bedside manner Empathy: Caring and individual attention provided by employees Listening to customer needs.

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