| There is no single person who does not want to | | | | evaluation with your staff and let them see the |
| be treated as a king or queen. This is especially so | | | | big picture of how this deviation affects customer |
| when one is spending money to purchase a | | | | satisfaction and eventually the revenue may also |
| product or a service. It is sad that the apparent | | | | be affected. |
| rich people may get better service but if anyone | | | | To have objectivity in the internal quality |
| wants their business to grow regardless of the | | | | performance evaluation, let there be clear |
| economic environment, then service quality is | | | | guidelines and policies on how to handle various |
| mandatory. | | | | issues that customers may bring to the attention |
| To measure quality, have a benchmark of what | | | | of the business owner. |
| quality is. For example, if offering call centre | | | | Since it is the customer who matters most in |
| services, you may indicate that one of the quality | | | | measuring if the business has offered quality |
| indicators is an appropriate greeting to all the | | | | service or not, a business should have feedback |
| customers who call in. Then train the call center | | | | channels where customers can speak their minds. |
| agents to offer greetings in the defined way. | | | | Suggestion boxes, email contacts, customer care |
| Document the agreed standards and randomly | | | | telephone lines are some of the modes through |
| evaluate the actual performance. | | | | which customers can give feedback on how well |
| From the evaluation, you are able to tell the | | | | they have been served and what their needs are |
| deviation between the actual performance and | | | | that would make them feel that quality standards |
| the set benchmarks. Share the performance | | | | have been met. |