How To Maintain the Quality of Services

When businessmen attain the desired level of service, maintaining their standards become a great challenge for them. It is a tough job to maintain quality at excellent level for the service providers. It is as difficult and important as to establish and attain such quality.

There are generally two ways of maintaining service quality - the proactive approach and the reactive approach. 

Proactive

The proactive approach is all about trying to gather feedback of the customers about the quality and suggested ideas of improvement. Proactive approach can be done by the method of -

• Staff training 
• Gap analysis 
• Surveys and administering questionnaires

Staff Training - Staff training is one of the major aspects of the proactive approach. Personnel are trained generously by their companies and they spend quite a good amount of money on it so that they can tackle all the complaints and queries of customers. It will be alright if the company decides to hike the price of its services or to change its offerings. For example, multiple customer queries have been handled by the staffs about the price hike, if any fast food chain decides to increase the price of the items in the menu. If the staffs can not provide satisfactory explanation of the price hike, then it would lead to customer dissatisfaction and poor quality.

Gap Analysis - In order to analyse service quality, the step of gap analysis is often adopted by the providers. Every company wants to offer the best quality to their customers. But the best standard is always not possible for them to provide. So, the gap between the existing and desired service standard helps the providers to improve the offering in the future.

Surveys and questionnaires - This approach helps a company fulfil the expectations and demands of their customers and to improve its standards as well. Demands and common issues of the customers can be identified with the help of this survey. This also helps the company to improve its offering.

Reactive

A reactive approach is to improve the service standard after receiving complaints from the customers. The company firstly apologizes to the customers and then tries to resolve the situation.

Measuring Service Quality

Always remember to place a metric system for measuring standard. These parameters will help to rate customer expectations, service models and businesses. It helps to create a competition between the staffs to maintain service standards.

Once you put this measuring system, a standard can be chosen as mandatory service standard that the company tries to maintain.

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How To Choose The Right Consultant?

Choosing the right consultant for any job or project is extremely crucial. So, if you are looking for one yourself, make sure that you follow the steps given below.

Pre-requisite - Before you go into the full mode of looking for the perfect consultant, you must at first define the goals of the project and understand them in great detail. This is important because once when you will understand the need of the project yourself, only then will you be able to find the right person for the job. Thus, it is highly recommended that you first spend some time with your project and then go out to look for the perfect candidate.

Ask people around - The first and foremost thing that you must do is check with your friends and family if they know someone. This will be highly beneficial as then you will be able to get references and reviews of the consultant. You can also check with your firm and see if they have a list of consultants with them or not. Moreover, posting on social networking sites about your requirement also helps a great deal.

Check the experience - You must check with the consultant and see if his or her prior work fits your checklist or not. The previous work done by any consultant will help you a lot to understand his line of work. Also, you must check whether his experience includes working with non - profits or not.

Check for solutions - Once you have discussed the project and got some answers, you must check whether the solution provided by the consultant is feasible or not. There is no point in planning something if it cannot be implemented in practical terms, Also, you must discuss whether the solution so provided is the best one or is there an alternative that is better?

Communication - In order for the success of any project, communication is essential. Thus, you must ensure that every detail is communicated to you by the consultant in a proper and timely fashion. There should be no problems pertaining to the project, especially when communication is concerned.

Time and fee - You must be absolutely clear about these aspects with your consultant. First and foremost, you must check if he has enough time to devote to the project and also, you must ensure that he is crystal clear about his position and his responsibilities. Also, you must discuss his fee structure in detail. You must make sure that his rates are affordable and only when you are convinced, you should go ahead with it.

So, now that you have read this article, make sure to follow the given steps and hire a good consultant for yourself. Contact us!

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