Service Excellence and Customer Satisfaction

Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is

Food chain industries are starting to realize the significance of service quality and how it affects customers’ satisfaction. Customer dissatisfaction occur all the time whether it is something as simple as getting the wrong order at a fast food chain restaurant or a service complaint at an expensive restaurant. A customer must be the priority of every business around the world because customers are the ones to buy the goods and services (Lesley & Faure, 1992). According to Thompson (2014), everyone working in the food chain industry will have to deal with customer dissatisfaction at some point in their career, how you handle those dissatisfaction makes all the difference.

My definition of excellent service is either providing the customer with what they need or a solution to their problem, or assisting them to the best of my ability and suggesting alternative solutions if necessary. I believe that in order to provide excellent service, one must be friendly, polite,

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

The three most important key components to provide good customer service are professionalism, communication and responsibility. A person with these three values can make him look more distant and better than other people who are engaged in the same field as he is.

The author knows that a business will not succeed if the employees do not give the customers a quality customer service. Customers are most likely to come back to a place where they feel welcome, where they feel like they are being well treated.

Exceptional customer service means establishing and maintaining a relationship built on a foundation of respect, accessibility, and understanding. It means treating customers like people, and not names on a spreadsheet or numbers on a form. It means asking the right questions, listening carefully to the responses, and having the product/service knowledge to provide the best possible solution to meet your client’s specific needs. Exceptional customer service also means having a willingness to be available and attentive to complaints and concerns. Customers should feel that they have your complete attention, and should expect and receive

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

Good customer service is the foundation of a cohesive, well run business; good customer service is tailored around the needs and wants of the consumer. Providing a level of service like this means paying attention to the customers needs and wants and delivering the product and service in a manner that makes ordering procedure as simple as it can be, doing this acts as a catalyst for profit in that it entices customers to return meaning they will know your product and save money in marketing and advertising (Hurlbert W., 2007) and spread the brand awareness and attract new customers through friends.

Service excellence is the ability of the service provider to meet or exceed the expectations of the customer they are providing the service to. Service excellence is important to all different fields where services are provided. In the health care field in the past few years, service excellence has become increasingly important.

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

Customer Service- We always strive to be fair and objective in our actions, and we are never influenced in our decisions or recommendations by issues of gender, race, creed, color, age, pregnancy national origin, veteran status, sexual orientation, marital status or personal disability. We will be truthful in our relations with our customers and the public at large. We will comply with every customer’s wishes and demands. Each customer shall be greeted with a smile and proper greeting such as “hello” or “good afternoon” and as the customer leaves the premises use proper grammar such as “thank you” or “come again”. Know the availability of the menu in order to help the customers make a decision of their order. Always make sure that the customers’ needs are met prom promptly and on

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these