2. Managing Customer Service Quality
Maintaining customer service quality is important.
Maintaining high levels of customer service quality
may be challenging due to variability of services. In
order to ensure the consistency of customer service
quality, organizations conduct rigid customer service
training and assess periodically how services will are
delivered.
3. Companies can best manage customer’s service
quality by:
• Establishing service objectives with specific and measurable
targets
• Committing sufficient organizational resource towards the
achievement these targets
• Collecting customer feedback on service quality regularly
• Reviewing target accomplishment
• Identifying customer service weaknesses and connecting them
Organizations must constantly bear in mind that it is better to
exceed customer’s service expectations than to simply fulfill or
underachieve them.
4. Managing Customer Service Differentiation
How can organizations make their customer service
stand out? How can they protect their services from
being duplicated by competitors? For physical
product, differentiation can be easily undertaken
and protected through patents. This is, however, not
the case with services.
5. Customer-centered organizations can differentiate their
customer service through:
1. The development and training of competent customer
contact personnel and
2. Designing and implementing a superior service delivery
environment and process.
Organizations should continuously improve their customer
service. An intimate knowledge and understanding of
customer needs and wants can lead to effective customer
service that can result in long-term customer loyalty.
6. The following are some of the more popular customer service
practices in the Philippines:
Customer Service Practice Practicing Organization (s)
Free delivery Most restaurants and fast food chains
Automated in-home ordering system Some supermarkets and drug stores
Free gift wrapping/plastic book jacket Some departments store and book
stores
Merchandise/document pick-up Selected courier services
Free parking Some churches and religious
organizations
Valet parking Some hotels and resorts
Reservations, instalment plans Some large department stores,
bookstores
7. The following are some of the more popular customer service
practices in the Philippines:
Customer Service Practice Practicing Organization (s)
Complimentary refreshments, waiting
lounge
Most car dealership
Help desk, touch phone access, 24-hour
customer hotline
Most utility firms and telecommunication
firms
Free appliance installation Most appliance stores
Schedsule floral boquet dellivery Some flower shops
Drive-through Most fast food outlets
Free alterations on garments Selected apparel retailers
Complimentary massage Some barbershops and
salons
