7. train your employees how to ask open ended questions. The 9 Principles of Quality Customer Service by . 2. hire people with good customer skills 3. train your employees on store policies. Good quality customer service keeps customers coming back; bad customer service drives customers away, taking their friends, family and workmates with them.
That proves the organization to be trustworthy. _____ ABSTRACT— The purpose of this paper is to empirically examine the affect of service quality dimensions on the customers' satisfaction in Telecommunication companies in Yemen. 5. train your employees how to build rapport. Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. Service quality literature is based on product quality literature (Brady & Cronin, 2001a) but scientists introduced and developed lots of other models for service quality that are specifically for service industry. Customer satisfaction does have a positive effect on an organization [s profitability. of service quality and customer service are entirely different from those of developing countries (Khan & Fasih 2014). It is a business’ objective to maintain their reputation and meet the set standard. Hence the service firms need to be aware of customer expectation of reliability. Having high customer satisfaction would indicate that products and services are of high quality. Service Quality & Customer Satisfaction A case study in Banking Sector Sara Qadeer November 2013 - Second Cycle Supervisor: Prof: Dr. Maria Malama . To measure service quality and customer satisfaction in the hotel industry, there are some models. 6. know your customers names and use them. the quality of customer service in the Nairobi Region Branches of Ecobank Kenya, the effects of Ecobank Kenya’s internal processes on the quality of customer service within its Nairobi region branches, The study adopted a descriptive research design. Lyndsay Swinton. Key words: Service, Quality, Gaps, SERVQUAL, Customer, Expectations, Perceptions Introduction Managers in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. … It would have been impossible without the effort of many individuals who assisted me directly or indirectly. That proves the organization to be trustworthy. with a unique suite of solutions. is an important element in the service quality perception by the customer and his loyalty.
7+ Customer Service Questionnaire Examples & Samples in PDF. But perceived service quality can be managed by treating employees rightly (Yoo and Park, 2007). Having high customer satisfaction would indicate that products and services are of high quality.

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