Service Quality

Successful businesses work proactively to obtain information from their customers to ensure they are meeting their needs.

Customers compare the service they 'experience' with what they 'expect' and when it does not match the expectation, a gap arises.

The best method of resolving problems - often before they arise - is through the delivery of excellent customer service.

The core task of a business is to ensure that customers come back, which can be done by delivering excellent service quality.