The Expectation Management Of A Parcel Delivery Company

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Services : Customers want to have a polite and good customer service provided for them. Some elderly and disable people may need the delivery service.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Thirdly, option is to strategically adjust the prices of their products because consumers are often very price sensitive. By doing so the company can either create more value that defines the quality and quantity of the product.

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

What types of efforts are you making to serve your customers and to exceed customer expectations?

The first thing with managing the customer’s expectations are; dress for the job, furthermore, wear appropriate clothes, use good manners, have an uplifting attitude about my company, the products, and services we provide(Johnston & Marshall, 2009). Then I would need to have excellent communications with my customers. I would research my customers to see what kind of products and services they used in the past. After, reviewing their past history, I would go speak to them in person. I would introduce BestValues products and services with them. I would ensure them that BestValue has their best interest at heart for succeeding. I explain that BestValue stands behind their products and services. Then I would proceed to let them know of other companies

When customers seek for a specific product or service, they obviously want the company to be responsible and well organized. A customer wants to be able to trust the company in which the company delivers everything correctly and the way the costumer wants. When all the customer wants and needs are met, the customer will be to determine which company fits best.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Armstrong, Gary and Kotler, Philip 2011, Marketing: an introduction, 10th edition (pp. 50-51), Pearson Prentice Hall, USA.

In any business service quality is going to “make or break” the company in the long run. JetBlue has great ideas on how to compete and how to be lower priced while still gaining profit. Customer and provider gaps are all about what a customer expects, what a customer perceives, what a customer is willing to accept, what a company understands about those expectations, a company’s communication both internal and external, and the company systems and processes (Zeithaml, et al.,2013).

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)

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

In order for the service employee to deliver on the customer’s expectations, the company (or management) must provide the necessary resources to fulfill the duties of the job. The success of the firm is also supported by the internal customers, also known as employees, and the satisfaction of these employees can influence the service encounters with external customers (Gremler, Bitner & Evans, 1994). It is imperative that management of the company delivers to the expectations of the employees in order to fulfill business goals and objectives.