Poor Service Quality

PROBLEM-SOLVING ESSAY Sometimes companies don’t pay much attention to the service quality. They think that it’s just a small issue without realizing the big impact of it to the entire organization. But nowadays, service is the key differentiator to attract customers since almost all companies can give quality products. If the company will take good care of their customers by giving them good service, customers might be the ambassador of their brand. Service quality is achieving customer’s expectations wherein companies are able to give all the needs of its customers as well as resolving the problems encountered. Some companies unconsciously provide weak service because of heavy volume of transactions, unorganized procedures and their employees

But what are the customer’s expectations to a quality service company. According to Armstrong (2002), there are 6 quality dimensions identified such as reliability, responsiveness, competence, communication, understanding the customer requirement and streamlined review process. These dimensions guided the customers in evaluating company’s service quality. Customer’s surveys were conducted to gather data that helped the company to improve their service. Also, company visited their clients to have a good relationship with them. A company also placed a suggestion box wherein customers have the freedom to ask questions and give their comments. This solution is effective since customer’s issues were addressed and companies were able to assess what areas of their operations need to enhance or totally change. Moreover, company was able to regain customer’s trust through their continuous effort in providing quality service. If a company has the eagerness to truly meet their customer’s satisfaction, it will reflect the way they serve them. On the other hand, some companies received false critique due to questions on survey that are not clearly explained. Also, employees were discouraged because of the negative outcomes of the feedback they received from

This will guide the employees to realize what the shortfalls are that have an impact on service quality and how such shortfalls can be corrected. If the managers/supervisors are aware on these issues, it will become easier for them to know how their employees will be guided accordingly. Aside from learning the employees’ issues, companies should also review their entire operations on which the lapses may occur. There might be lack of human power, unorganized procedures and mismanagement. A company should also check if there is a need for system enhancement to cater bulk transactions. After obtaining all significant information, the company should implement immediately the revisions on all the procedures and all employees should be knowledgeable and properly trained. Though it is for long term plan, this solution is costly since the company should invest on study and research for the improvement upon knowing the entire perspective of the