Customer Service is an Opportunity to Differentiate your Business




SERVQUAL
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paul pearce, Australia

Customer Service is an Opportunity to Differentiate your Business

I am constantly amazed at the low standards of customer service here in Queensland. There are obviously a lot of people who are working in customer service positions who do not enjoy interacting with people.
In today's business world, great customer service will make you stand out. Many larger businesses advertise how customer service-orientated they are, but the difference between their marketing hype and reality is quite often very significant.
With the internet threatening traditional models, sincere customer service is now even more important for traditional businesses that want to stay around for the long term.
 
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conrad norgbey
Project Manager, Ghana
 

The Importance of Customer Satisfaction and Service Quality

I agree that in order to survive in a turbulent market, knowing about customer satisfaction, leading to the implications of what customer needs, how customers perceive the quality of service, and how customers receive the quality value for money is a strategic way to achieve higher market share, profitability, competitive advantage and long-term survival.
Consequently, customer satisfaction and service quality are two key issues for entrepreneurs in service industries. The measurement of those two concepts is a predictor of repeat purchase, referral, and customer loyalty as it has been often stated that "satisfied customers are repeat customers." Bojanic, 2005.

Practically, all businesses compete to some extent on the basis of service. Attention to service quality helps differentiate one service provider from others. This is because of the fact that competitors usually offer the same products but quite different service. Hence, service companies recognize that perceived excellent service quality is one of the essential dynamics to add value to its products and earn customer loyalty. Commitment to service quality delivery; meeting or exceeding customers' expectations and influencing customers' perceptions by improving service performance on a consistent basis are believed to fulfill the goals of service companies.

   

More on SERVQUAL:
Summary
DIscussion Topics
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Gap 5 in SERVQUAL model
The Standard SERVQUAL Questionaire
Extra SERVQUAL Dimensions
Using SERVQUAL for Employee Satisfaction
How to deal with Change in Perceptions in SERVQUAL?
Weighted and Unweighted Average SERVQUAL Scores?
Zone of Tolerance in Service Quality Expectations
Referencing 12manage
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How the SERVQUAL Model is Applicable in Health Care Organizations
Impact of Service Delivery on Strategy
🔥Customer Service Excellence ( CSE)
Special Interest Group

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