- In the modern world the desire to win is something more than just anticipation for a victory. The point is to stream all assets and solutions for the good of a client. The client is the final judge recognizing the success or defeat. Assigning a client the first priority and providing him with a first-class service is the key to achieving the leading position on the market.
- Today everyone sells high-quality goods and services at the same price, therefore, it is necessary to find the other way to stand out of this crowd of vendors – add value for a client.
- Quality is understood as features and peculiarities of service that result in customer satisfaction. Quality management implies the availability of management systems that control enterprise operation and rendering of services, as well as mandatory customer service standards. Standards guarantee brand recognition and substance and ensure loyalty of clients. Client-oriented companies standardise external service, and then regulate the internal activities.
A comprehensive service quality management programme
is a project aimed at implementation of organisational changes and covers such areas as:
- Corporate service standards;
- Preparation of managers and training of staff working with clients on matters related to professional communication and compliance with Standards;
- Evaluation system based on the outcomes of Standards implementation;
- Changing the system of financial and moral motivation according to implemented Standards.
The outcome of implementation of a comprehensive service quality management programme:
Stable competitive advantage resulting from implemented changes at management level and staff behaviour that facilitate raise in loyalty to a brand and growth of clients’ satisfaction.