Designing and managing services

1. Designing and Managing
Services
How can we improve Service Quality?

2. 3 Methods of improving Service Quality.
1. Motivating Your Employees
2. Using Customer Feedback
3. Updating your Quality Service Tools

3. 1) Motivating your Employees
• Invest in service training, rather than a quality
control department.
• Set up a new-employee initiation program.
• Make sure your employees know what “quality
service” means to your business.
• Tie your employee’s actions to the company’s
overall performance.

4. • Give your employees service quality goals.
• Recognize and reward improvements in employee
performance.
• Let your employees know there is room for growth.
• Listen to feedback from your employees.
1) Motivating your Employees

5. • Talk to customers face to face.
• Ask for personalized feedback from customers.
• Track any issues or complaints.
• Overcompensate for any issues or complaints.
• Put processes in place to prevent issues from
occurring again.
2) Using Customer Feedback

6. • Implement customer friendly technology.
• Hire a web designer to create a professional
website.
• Don’t neglect your social media.
3) Updating your Quality Service Tools