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Acquiring Excellence Through Quality Service

Presentation Prepared by: Mr. Dawood Ahmad RR1709A26

Excellent Service is enjoying giving People a little more than they expect.
Service quality is a measure of how well the service level delivered matches customer expectations Delivering quality service means conforming to customer expectations on a consistent basis.

THE FIVE DIMENSIONS OF THE SERVICE

Reliability Assurance Tangibles Empathy

Ability to perform the promised service dependably and accurately. Knowledge and courtesy of employees and their ability to inspire trust and confidence. Physical facilities, equipment, and appearance of personnel. Caring, individualized attention the firm provides its customers. Willingness to help customers and provide prompt service.

Responsiveness

HOW TO GAIN EXCELLENCE IN SERVICE.


Reliability Providing services as promised Dependability in handling customers' service problems Performing services right the first time Providing services at the promised time. Empathy Giving customers individual attention Employees who deal with customers in a caring fashion Having the customer's best interest at heart Employees who understand the needs of their customers

Tangibles Modern equipment Employees who have a neat, professional appearance Visually appealing materials associated with the service.

Assurance Employees who instill confidence in customers Making customers feel safe in their transactions Employees who are consistently courteous Employees who have the knowledge to answer customer questions

Responsiveness How well employees are fulfilling the needs of customers more precisely in lesser time. The willingness of employees to help customers .

IMPROVING SERVICES TO GAIN EXCELLENCE Improve all the time; improvement is a continuous process, it's never complete The Key to Improving service is motivated employees. Ensure that all the individuals in your business not only know what you expect of them, but also have a vested interest in the business. The Team members should know why we want to keep customers happy, how to do it and also be motivated to perform quality service.

STEPS TO IMPROVE SERVICES Learn to listen to the customers first. Look at all complaints about your service as an opportunity to improve. Aim to resolve any complaints quickly and efficiently. Establish an environment where great service is recognized and rewarded and poor service is challenged and rectified. Have weekly fun team meeting where good service elements are discussed .

Lead by example - show respect for every person at every level in the company. Share knowledge; teamwork makes improvement more efficient and effective.

HOW BETTER SERVICE IS BENEFICIAL TO THE COMPANY


Excellent Financial Performance Strong Customer Loyalty High Perceived Value Superior Service Quality

The Service Delivery Goal ?


World Best Customer

Class Processes

in Quality Score Satisfaction

SATISFACTION
Process ( service ): Satisfaction :

Behavior : How did the customer behave? What the company did? How did the customer feel?

Satisfaction is a means, not an end itself. Best behavior Repeat purchase, Recommend

THE 3 SERVICE LEVELS


SATISFACTION

HYGIENE FACTORS
CORE BENEFIT

The perfect company does not exist, but Nordstrom holds a reputation for customer service that many companies attempt to emulate. Companies are proud when they are compared or are called the Nordstrom of their industry.

What makes Nordstrom unique?


The obvious is whats inside the store the residential feeling, layout, design, lighting, large fitting rooms, and the merchandise. But also it is the best service that matters a lot at Nordstrom. Also is its culture of motivated, empowered employees each with an entrepreneurial spirit. Nordstrom encourages, demands, and expects individual initiative from staff on the frontlines. The best Nordstrom sales associates will do virtually everything they can to make sure a shopper leaves the store a satisfied customer.

Competitive Pressure Service Low cost Carriers changing the game Indigo Price

T H A N K S

FOR YOUR PATIENCE