Six Basic Quality of Service

Many companies can achieve a very big advantage, but very few who can act as good stewards. Companies that are able to serve its customers well must have the human resources (HR) quality, with the skills and abilities that qualified in providing services. The quality and capabilities of what should be owned by those who wrestle in the field of services, particularly those that relate and interact directly with customers?

Self

The first thing customers see and note the appearance, both the appearance of the giver or the service office. What they see and notice it will give the first impression, which is very important, even before the service provided.

Appearance here may well include all the physical aspects of the service providers and state office. Starting from the neatness of dress or uniform is used, neatness of hair, nails, facial, and others. Companies that have a clean and tidy office personnel typically have a clean and tidy as well. If customers already feel uncomfortable since it first entered the office and see customer service for example, then they would think twice about dealing with you.

Speech

What is meant here is not talking like selling drugs on the streets, but rather on the selection of vocabulary and use appropriate intonation in speech. Impressed cynical tone will certainly make customers feel uncomfortable, even though the words are used is correct and polite. In contrast, intonation and speaking style are too polite will not help if the message is clear and does not connect with the customer's problem.

Believe it or not, many people who are not gifted in speech. Starting from the facial expressions that seem Jutek, the sound is too loud, too harsh tone, or the use of vocabulary that did not fit the situation and despite the fact that their interlocutor is speaking normally. The ability to speak and convey the message is one of the main conditions to be able to provide good service.

Speed ​​and alacrity

Although a job is done properly and the results are good, but if past the deadline, it will not have a place in the hearts of customers. Speed ​​is very necessary and very influential on each service provided. Especially in an age of almost instantaneous now, customers are demanding not only good service, but also fast.

Attitude or work ethic of all the people who like to procrastinate adversely affect the services provided, especially when it comes to be seen or known by the customer. All the needs and complaints immediately impressed delayed or not done will immediately create a negative impression in the minds of customers.

Mastery of Medan or Problems

Good service is also very dependent on a good product knowledge and mastery of problems and solutions. Not enough just to look and talk a fine capability, customers will not feel served if the company does not understand the real problems and solutions needed by the customer.

Often times, the conversation between the customer and the company seemed incoherent and convoluted simply because the company did not have adequate knowledge and is not qualified in finding appropriate solutions to customers. A good customer service should also have a qualified technical knowledge related to the field or industrial company that was involved, rather than having to pass every conversation into parts or technical divisions.

Responsibility

This quality is rarely possessed by those who wrestle in the ministry. Many people who managed to give a good performance in the early stages, but at follow-up stage or later stage they act indifferent and unconcerned. Often, companies use hit and run tactics in approaching customers, they "run away" from their responsibilities when problems come up.

Responsibility would require courage and commitment. How often have you as a customer feel "passed" as a complaint? Telephone lines have sometimes passed up four or five times just to get the answers floating and there is no solution at all. Companies that provide good service is always responsible for any problems that occur by providing real action, though not yet able to solve problems that occur.

Empathy

People who have been able to feel empathy for any problems or suffering of others, as if that is the problem or the pain itself. May seem excessive, but the character is able to make someone care about other people. Well, because it is very important for those who wrestle in the field of service to have this quality. If there is no concern, it is impossible to create attention, willingness and commitment to serve.