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Friday, January 10, 2014

Ser-qual… Care… How deep?

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.

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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

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