By Greg Coleman, principal partner and VP of strategic programs, Service Strategies, www.servicestrategies.com
Have you considered a formal service quality program?
Companies are increasingly realizing that delivering high-quality services can set them apart from the competition, increase profitability, and drive customer loyalty. In fact, according to a recent survey conducted by Service Strategies, the top service initiative cited by field service executives was to improve the quality of their services. Additionally, 62 percent of service executives said they were increasing investments in service quality initiatives.
To help achieve these goals, some companies are employing formal quality programs in their service operations. While some of these programs cover general business processes, others focus specifically on services. Ranging from best practice guides to formal certification standards, there are many options available to businesses interested in establishing a disciplined approach to quality.