The difference of Ser-qual and
Care are seen, yet how deep is the difference? Is this transformation really
necessary? Understanding the customers, whether current or potential, is needed
in this world full of competitions. No doubt, most of the markets are full of
high competitions and companies need to find ways to survive and reach their
goals.
 |
Speaking about it in a detailed
manner, Service Quality and Customer Care have its own definitions in the
dimensions, yet the only thing that is similar is “Reliability”, as being
reliable is important in case of business and trust building. However in
getting deeper, reliability is more focused to build up credibility and this
can be generated from good customer care and providing solutions.
Assurance in the quality of
service is given to the customers by those companies who believe in service
quality only. How about trust? Can the assurance of quality create trust and be
user-friendly in the end more than just answering the customer’s queries?
Having good quality tangible
products also is needed in a company besides providing a good quality service. But
again, is it easily accessible? Understanding about consumer’s behavior and
learning about them can help in finding the best place to locate the products
and increase care for the customers by this process.
One most important key in
customer care that is lack in Service Quality focus is empathy. Being empathy
can change the quality of service by itself.
For more details on Consumer Behavior, please contact:
KIRTI PARKASH
+62 21 8378 3288
kirti.parkash@frontlinerinc.com
No comments:
Post a Comment