The main principles on which rest the quality of service can be summarized as follows:
- The customer is the sole judge of service quality. Their advice is therefore essential.
- The customer is who determines the level of service excellence, and always wants more.
- The company must make promises to achieve your goals, make money and differentiate themselves from their competitors.
- The company must manage the expectations of its customers, minimize the difference between the reality of service and customer expectations.
- Nothing prevents that promises are transformed into quality standards. The fact That service quality is, in part, subjective, do not prevent precise rules can be defined. In addition, an effective system of service delivery should not remove the smile from the recipient.
- To eliminate errors should impose a strict discipline and constant effort. In services there is no middle ground. We must aspire to excellence, to zero defects.
Attending to details is how we can improve the quality of services. And that requires participation by everyone from the president of the company until the last of his employees, because the customer service is more than “what does not.”
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[...] is the foundation of all consumer behavior. For a person interested in a product or service must be motivated for consumption or use [...]