In previous post, we talked about how Mary took care of our customer used. This section, the customer, although improved, still is pending in our beauty and wellness sector. In our country, there is still no uniform certificate and monitor customer service procedures.
On this occasion, I would try the importance of quality care to our users. The first thing to ask is what is quality? The truth is that it is a concept not easily defined and therefore is very wide used by companies of all types to define the qualities of their services or products.
more I like to define it in terms of quality perceived by the consumer. And is that our client is perceived quality when all or nearly all of the following characteristics:
- consistency and reliability. The company keeps its promises.
- Accuracy. There agility and speed in
service provision - Competition. It is noted - the customer sees it - the company is prepared for service providing
- Accessibility. There are no undue barriers to customer contact - company
- Courtesy. All members of the organization are considered and kind.
- Direct communication. There are channels through which the company listens to customers and respond to their demands and suggestions
- Credibility. It shows real interest and nonfiction for consumers
- Knowledge. The customer knows that he cares about, who know him and meet him
- Tangibilización. All services made tangible, you can feel directly
is advisable to do a little test on the above points and then we can analyze the quality of our customer service.
Only with this knowledge we can apply the necessary changes and basically train our team in the new practices.
OBJECTIVE: QUALITY, QUALITY
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