Improving
the Service
Keeping
client loyalty means the company has to make
a continous effort to improve so as to keep a competitive advantage.
The process
begins by identifying the critical aspects of
the errors made that decrease the quality. It is necessary
to maintain the clients perspective. For example, if a television
takes 4 seconds to switch on instead of 2 the client doesn't notice
nor finds it very important, it is not a quality problem.
Another
aspect to bear in mind to improve the quality in the service, is
to promise to provide guarantees. The AVE high speed train
is a mode of transport which has great credability. It is guaranteed
by RENFE who promosies to return a clients money if the train gets
delayed a few minutes. Another example, is the guarantee that certain
banks offer to pay if you find certain erros in your statements.
In the
services and especially in the bank services, the perception of quality
in the eyes of the client are strongly influenced by the waiting
times. The decrease in waiting time and the management of them
is a fundamental fact in the improvement of the service.
With service,
the product is as important as the delivery service. Therefore,
employee management and motivation is essential. It is important to
orientate them towards an excellent service.
