Excellent Quality Service

At Any level, in any business excellent quality service is always an important factor for the success of said business, According to Peter Drucker (1979), “The business of business is getting and keeping customers.”

Elane Harris also defines customer service as “anything we do for the customer that enhances the customer’s experience”

Given these definitions sited above excellent quality service is important to the customer and should be equally important to the company, since the company/business depends on the customer to make a profit.

Excellent quality service is a business strategic decision for the success of the company. Quality service is an exceptional approach to customers which surpasses other competitors in several ways such as the physical and external areas. Excellent service forecasts the business success and profitability. With competition at its highest, a business needs to find ways of adding value to their loyal customers.

A few simple ways of adding that value is simply by

- Putting yourself in the shoe of the customer

- Think like the customer

- Try to meet and/or surpass the customer’s needs and expectations.

Quality service acts as a starter in retaining and satisfying these customers whereby the one-on-one relationship is developed.

When considering the organizational growth and future planning, quality service makes a huge impact. Strategic decisions are not just of the short term benefit, it is for the long term stability where management can foresee the success of a company over several years.

On the point of the impact it can cause on the bottom-line of the company is by its profitability

Improving performances of products and customers’ satisfaction should lead to increased profitability (Wruck and Jensen, 1994).

Garvin (1983) indicated that earnings and market shares are positively affected by higher quality.

With that said we know that happy customers eventually become loyal, once the business keeps them happy, thus...