How To Improve Service Quality At Your Business

Improving upon the service quality requires a lot of understanding on part of the customer service managers and the services staff to be successful at any business. An organization who can not understand or keep up with customers expectations can not flourish for long. Also it must be noted that not a single customer should be left out who can be valuable to your business, for ultimately it is the word of mouth reputation which works your way towards a growing and healthy business.

In todays organizations, often a customer service software is installed in order to maintain customer database and to take care of the existing customers. IBM is one such hot example of good service delivery organization where the Netcool software provided by them lends quality service management and customer experience management. This kind of software enabled management help the service providers to lower the operations costs and enhance the service quality. The employees at IBM are privileged to have the service management capabilities like real-time service status management, service performance management or customer experience management.

Apart from having a software to improve the service quality, there are other strategies which should be studied and implemented.

Always ask the customers for feedback: Whenever the customers come to you, ask them about your products, whether they purchase or do not purchase your products. If they have used your products previously and are satisfied, you have an extra edge to win over your customer. You can get the feedback forms filled by them and also ask them to give their suggestions

Maintain a record of complaints and act upon them: Maintaining a record is one thing but acting upon them is very vital to get more business from them. Study each complaint carefully, talk to each customer and take adequate actions.

Discuss the ways of service improvement: The employees of any organization should actively discuss the problems accrued by any customers. Regular meetings should be conducted in order to address every particular problem. If changes to be brought about has to be effected at the top level management, the necessary elements of meeting should be conveyed to them. Occasionally, role play should be taken up by employees in orde to understand the potential problem of the customers.

Reward your service staff: The service employees who work towards building a good relationship with the customers and also fetch business from them must be rewarded. If your employees are happy, indirectly your customers will also be happy. Also these employees must be motivated to perform on a regular basis.

Hire people who are interested in services industry: Many times, you hire people who do not have a knack to excel in the services sector. Those who have an experience in this line but no liking for services, will ultimately fail to deliver performance. So, its better to know and understand people during the time of interview.

Take heed of the above tenets of service and adopt them as your long-term or short-term goals. Do maintain a good rapport with your customers but do not stoop too much to their demands. Also, let your customers know clearly about the service practices so that they do not take undue advantage.

Strategic Management of Business Strategies is The Reason Behind a Successful Innovation

Practically
most of the innovations that we enjoy in our life have been made a
success because of these managers who manage the innovations otherwise
most of them would have been nipped in the bud due to lack of proper
guidance and follow up. First questions that we should ask ourselves is
what is a strategy? Though it is a simple word in general but when
related to business it is the guiding star for the development and
success of a business over a long term resulting in growth of that
organization. It is a planning that takes the company to an advantageous
position by utilizing the proper resources in the form of human or
materials. Simply this is business strategy and the success of an
organization betting on an innovation for the future depends on how well
the strategy is maintained by the strategist or simply the top notch
people in that organization.

A
very good example can be seen in the case of IBM who have in fact got
master strategists guiding the company. It is a grand success because
they have utilized their man power to the fullest and understood the
requirement of the world before anybody else thought about it. The
management organized seminars and invited various business personnel to
understand their requirements. Then they simply sorted out which is the
mot required thing that can be easily introduced in the market for
financial gains of the company. Here lies the brilliance of the
strategists of the company. Sorting out the innovative ideas and to pick
the right one is something which has brought this company in the
limelight and leapfrogged them ahead of its competitors in terms of
financial gains by a long way.

The man who has given the world
the most innovative ideas is Mr.Steve Jobs. Everybody remembers him
because of his innovations which are really grand. But truly nobody
remembers the man behind the curtain who planned and helped him execute
his innovative ideas into a reality. We would all have been deprived of
these brilliant innovations if the strategy taken was a poor one and
then these innovations would have tumbled head over heals. The company
gained a lot and the innovator got the praise he rightly deserved but
the planner never came in front.

So
the fundamental logic that we can derive is that behind all innovations
success lies the hand of a good business strategies. The strategic
management of these strategies convert to financial gains for the
company subsequently leading to more successes and thus strengthening
the backbone of the company.