Flaws
in the Quality of Service
Flaws in
the quality of service can be found at various stages:
1. The
management doesn’t evaluate the client’s expectations.
2. The quality regulations do not reflect the company’s perceptions.
3. The service that the company puts into practice does not correspond
to the company’s quality regulations.
4. The service received does not respond to what has been promised.
The way
clients value the quality of service offered to them is founded on
a series of factors:
They
give great importance to the tangible aspects. The
elements that the client can feel and touch are used as a reference
to value the quality of service. The way the office looks, the employees,
written material that we give them - they are all indicators of
quality for the client.
Reliability. Absence of errors. Receiving
a service without any mistakes is a fundamental aspect when valuing
the service.
Quick and responsible attention.
Giving the client the feeling that he/she is important.
The feeling of security. The consumer
needs to feel that he/she is being attended by a professional that
has the right knowledge.
The politeness of the personnel and how they are treated by the
personnel.
Empathy. Identify yourself with the
client and see with the client’s eyes. The Americans claim
you should “put yourself in the client’s shoes”.
Looking for an efficient service that recognizes and understands
the clients needs.
