A General Overview of Quality in Services

Nowadays, competition is huge and the range of products offered in the market is rising up. Therefore, consumers’ expectation about the product, the service delivery and its quality is also increasing so managing relations with clients is a primordial activity because it can help us to differentiate our business from the rest.

Quality in services is perceived through customer service which is the way a company manages relationships with the customers when they visit the company´s establishment, purchase the product, receive the service, complaint and suggest. If the client can find what he is looking for but is also receives an exceptional attention from the staff, the level of satisfaction will increase and he will spread a good feedback. Several factors influence customer service, according to CreceNegocios.com the most important ones are:

- Kindness: friendly, useful and helpful interactions with the clients.

- Personalized Attention: direct and personal; taking in consideration the necessities, likes and preferences of the client. 

- Time: amount of time taken to meet the client´s wants and needs, deliver the product or to answer his or her complaints. 

- Pleasant Environment: the establishment must be cozy, a place where the client can feel comfort. 

- Security: in-site client protection and risk prevention.  

- Hygiene: cleanliness related to the establishment and the personnel. 

Waiter serving happy customers in a restaurant

But customer service continues after the purchasing moment, this is call post-purchase service and is equally important in order to deliver an integral experience to the consumer. Post-purchase services could be:

- Promotional: services related with sales, for example, offering special sales and discounts. 

- Psychological: services related with client’s motivation, for example, sending samples, cards, etc. 

- Protectionist: services related with security in the use of the product, for example, warrants, money refunds, etc. 

- Maintenance: services that include maintenance services or technical support, for example, product installation or training. 

References:

Ardila, J. et al (2011). '¿Cómo generar una buena atención en el usuario?'. Blogspot. Available from: http://servicioalclienteadministrativo.blogspot.com.es/2011/03/la-importancia-de-brindar-un-buen.html

Crece Negocios (2016). '¿Qué es el servicio al cliente y cuál es su importancia?' Available from: http://www.crecenegocios.com/que-es-el-servicio-al-cliente-y-cual-es-su-importancia/

Scarilli, J. (2015). 'La importancia de un excelente servicio al cliente'. Marketing Directo. Available from: https://www.marketingdirecto.com/punto-de-vista/la-columna/la-importancia-de-un-excelente-servicio-al-cliente-y-las-encuestas-de-satisfaccion-juan-manuel-scarilli