Service Qulity Delivery

Service quality delivery

Introduction

Delivering good service quality is difficult but profitable for service firms. Today, customers are more knowledgeable and demanding than ever; they know what they want and how they want it delivered. (Michael Kingery, 2005) They use their performance, their ballot box, and their behavior to show their displeasure when they think they didn’t get satisfied service. How to accomplish this formidable task? This is an issue that organizations want to serve.

Strategies for delivering service quality through people

Implementing quality customer services takes more than just snapping your fingers. Delivering quality is a long-term, far-reaching and continual process affecting departmental practices in every area. (Michael Kingery, 2005) Service employees are willing and able to deliver quality services; they stay motivated to perform in customer-oriented, service-minded ways. The importance of attracting, developing, and retaining good people in knowledge-based industries and in service-based industries cannot be overemphasized. The strategies are organized around four basic themes. Hire the right people, develop people to deliver service quality, provide the needed support systems, ad retain the best people.

Hire the right people

Considerable attention should be focused on recruiting and hiring service personnel to deliver service quality effectively. Service personnel are the lowest on the corporate leader and work for minimum wage. However, many organizations are now looking above the technical qualification of applicants to assess their customer and service orientation as well. (Valarie A Zeithaml, 2009)

Compete for the best people

The organization needs to identify the best people and compete with other organizations to hire them. Firms act as marketers in their pursuit of the best employees, just as they use their marketing expertise to compete for customers. (Valarie A Zeithaml, 2009) A marketing activity will...