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zaterdag 13 november 2010

Why is service excellence that important?

It is perfectly clear that service excellence is a key factor in every business you can imagine. To put it simply:  It’s all about people. Word of mouth is the easiest way for a company to get a good reputation. 
Nevertheless, I’m convinced that everyone has experienced at least once a bad service. An appropriate example could be a restaurant visit. When a waitress isn’t friendly or glasses aren’t clean it’s obvious that this restaurant doesn’t treat their clients well. So, in other words, it is in the company’s own interest to pursue an excellent service towards their customers.
From my point of view staff engagement is the most important component to customer service improvement.  When Thomas Cook has decided to delay the flights from over 1000 people, they offered a personal treatment by contacting everybody personally. That is why this is a very good example of excellent service. As a result each client will understand this decision without making complaints, which is good for the company.
Florian Tack

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