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Presentation Prepared by:

Mr. Dawood Ahmad

RR1709A26

Acquiring Excellence ThroughQuality Service

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 Excellent Service is enjoying giving People

a little more than they expect. 

üService quality is a measure of how well the servicelevel delivered matches customer expectations

üDelivering quality service means conforming tocustomer expectations on a consistent basis.

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THE FIVE DIMENSIONS OF THE SERVICE

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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 providesits customers.

Willingness to help customers and provide promptservice.

Tangibles

 Reliability

esponsiveness

Assurance

Empathy

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HOW TO GAIN EXCELLENCE IN SERVICE.

 ØReliability

•Providing services as promised

•Dependability in handling customers' service problems

•Performing services right the first time

•Providing services at the promised time.

ØEmpathy

•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

•

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ØTangibles

•Modern equipment

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

•

Ø

ØAssurance

•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

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ØResponsiveness•How well employees are fulfilling the needs of customers more preciselyin 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 nevercomplete”

ØThe Key to Improving service is motivated employees.

ØEnsure that all the individuals in your business not only know what youexpect of them, but also have a vested interest in the business.

ØThe Team members should know why we want to keep customers happy, howto do it and also be motivated to perform quality service.

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STEPS TO IMPROVE SERVICES

ü

üLearn to listen to the customers first.

ü  Look at all complaints about your service as an opportunity to improve. Aimto resolve any complaints quickly and efficiently.

üüEstablish an environment where great service is recognized and rewarded

and poor service is challenged and rectified.ü

üHave weekly fun team meeting where good service elements are discussed .

ü

ü

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•

ü

üLead by example - show respect for every person at every level in the company.

üü

Share knowledge; teamwork makes improvement more efficient and effective.ü

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HOW BETTER SERVICE IS BENEFICIAL TO THE COMPANY

 Superior Service

Quality

 High Perceived

Value

 Strong Customer

Loyalty

 Excellent 

FinancialPerformance

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 The Service Delivery Goal ?

World Class Processes

Best in Quality Score

Customer Satisfaction

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SATISFACTION

üSatisfaction is a means, not an end itself.

( ):rocess service

   What the company did?

:atisfaction

 How did the customer feel?

:ehavior How did the customer behave

üBest behavior – Repeat purchase, Recommend

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SATISFACTION

 YGIENE YGIENEFACTORSACTORS

 OREBENEFIT

THE 3 SERVICE LEVELS

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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.

 

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What makes Nordstrom unique? 

The obvious is what’s 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 anentrepreneurial spirit. Nordstrom encourages, demands, and expects individualinitiative 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. 

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 ompetitive PressureService

Price

 ow cost Carriers hanging the game

Indigo

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T

HANK

S

 FOR YOUR PATIENCE