Quality Customer Service - Research Paper Example

? Lansing Community College MGMT 290 – Quality Service CRN Number E-mail Address Telephone Number Describe the 5 Techniques to Implement Superior Service Quality Implementing superior service quality is something that goes down as an important element of maintaining service levels that have never been witnessed or experienced before. What this means for the organization under consideration is that it has to implement service quality which has never been seen by the people at large, and which shall change the course of their actions in the coming times. The importance is derived from the understanding that service quality shall be enhanced to serve the people better and to give them diligence which would be exhibited in more than a single way. It would tell the individuals concerned that the organization looks after them and wants to give them what they deserve the most – impeccable service that is of serious quality. This paper shall discuss the five significant techniques which play a role at implementing superior service quality within organizations and which have remained as a metaphor beyond despair in the present times as well as the times to follow. These five techniques that are deemed as pivotal here comprise of winning with the customer, showing a positive attitude, identification of the customer needs, providing for the needs of the customers, and lastly making sure that the customers come back for more sales that shall benefit the organization in the long run. One must remember that these five techniques include a number of other sub points as well which shall be discussed within the entirety of this paper here. To start with, the first technique to achieve and implement superior service quality is that of winning with the customer which takes into account the determination to make it happen for both the organization and the customer in essence. It is imperative that the organization which is imparting superior service is winning right next to the customer himself. How this will happen is something that shall have to be comprehended properly. First of all, quality customer service needs to be identified and its description is made note of (Lin, 2011). When this has been done, the next step is to be aware of the fact that the end customer gets the satisfaction that is asked of the entire premise. If this does not take place, customer satisfaction has failed to fulfill its role and there are other avenues that need to be touched upon to reap success under such domains. The reasons for service quality’s importance are discerned as to whether they shall uplift the business in financial terms or provide relief in the wake of bringing in serious sales returns. The second technique is to demonstrate a positive attitude. It is because a positive attitude is the basis of solving half the quandaries that are related with customer service. If the organization wants to achieve supremacy within such departments, positive attitude is the solution to make it happen. Being an optimist always creates more room for understanding, especially on the part of the customers who are always looking for answers that would satisfy them in entirety. It is important however that the service levels communicate the best possible image no matter how difficult or trying the circumstances turn out to be. With that being done, staying energized all this while; while the service quality levels are being ensured refer to success within such realms. The third technique is to identify the customer needs. What this means is that this technique brings the customers in direct communication with the service team as to how the actual problem will be given a remedy that shall solve it in the first place (Martin, 2009). This will also aim to study the inherent areas where basic needs are understood and then worked upon to bring about a solution for the end customers. It is quintessential to stay one step ahead of the customer requirements and to fulfill them through a proactive approach, which is something that goes down well with the customers on any given day. Having said that it is always a good thing to remain attentive to what the customer is saying because half of the solution is there in the query that the customer comes up with most of the times. The fourth technique revolves around the provision for the needs of the customers. This implies for the meeting up of most basic customer needs and how to go about dealing with the problems that lie within the folds of the customers as far as the service quality levels are concerned. It is necessary to perform significant backup duties because then it would ensure that the provision is being done in a proper and adequate fashion (Cook, 1994). The uniqueness of the service quality and the organization that brings it forward needs to be sold and that too in an aggressive manner. Saying the right thing would make sure that the need is provided the cover that it requires and the customers would appreciate such intent in essence. The fifth and last technique is to make sure that the customers return time and again. This would mean building a clientele that believes in coming back to this organization more and more. It would implicate for building the customer base and allow for the provision of quality to exceed the set proportions back and forth. An important part of this process is to gain feedback which will mean success for the organization and the relationships that have developed between the customers and the service quality teams (Shick, 2011). The end result is to manifest customers to return for the betterment of both the organization and the customers. It would be a wise choice to have some customers on the side of the service quality team to form into opinion leaders who with their positive word of mouth would suggest and replicate success that is tied on to the shoulders of the service quality teams. Actions must always be reviewed so that customers return and then order for more goods and get more work done from the same teams. References Cook, S., 1994. Problems and Pitfalls of Customer Service Initiatives. Managing Service Quality, 4(4) Lin, J., 2011. The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4) Martin, W., 2009. Quality Customer Service, 5th ed. Axzo Press Shick, K., 2011. The service-enabled customer experience: a jump-start to competitive advantage. Journal of Business Startegy, 32(3) Read More