We have already seen several examples of enterprises who invest a lot of time and money in their service excellence. But is it worth it? Is it possible for an enterprise to exaggerate their efforts in order to have a perfect service excellence?
First, let’s make clear that perfection in service excellence is, like in all domains, impossible. There is always something that could be better. This is due to the diversity of the customers. Something which is good for one client can be found disturbing for another one.
Furthermore, every effort should bring more benefits along than costs, otherwise, the effort is not lucrative. Companies who need a good service excellence should know the needs of their customers. An ideal way to find this out is conducting a survey along the customers. By doing this, people who run the company can decide which efforts are economically spoken justified.
So, an enterprise should pay a lot of money and attention to a great service excellence, but it has to be lucrative.
Tim Van De Walle
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