And as usual, resources too small for an infinite improvement of all aspects of activity. The basic problem for any utility company is the problem of the gap between what the customer expects from us and what he gets from us (in his perception service.) To explain this problem, there is a theory of five breaks: The break number 1 – Guide service provider thinks the client wants to get a big blue buttons. In reality, the client wants to get a little green button. Break number 2 – Guide service provider thinks that in order for tailoring, tailors received, indicated the use of large blue buttons. In reality, there are indicated the average blue buttons. The break number 3 – When prishivke buttons at the warehouse were just little red button. They are then sewn in place and medium blue. The break number 4 – The advertisement in the newspaper, which led to the shop customer was promised a free spare button to pants each.
In practice, neither manual nor about her tailors do not know. Combined fifth gap, the sum of the previous four: To address the gap of expectations, we must: 1) Understand what is expected from the service provider consumer. 2) Assess our compliance with customer expectations. The usual practice is to assess the expectations and compliance – conduct parallel surveys (active or passive). In the first questionnaire, we interviewed customer and set on the basis of a scale that it is important from the 5 major components of quality of service (in every kind of business your key points). In a second similar questionnaire we interviewed consumers and set, where our company is located opposite the consumers' expectations. The difference in lag score points from the company expectations and there are those sore spots that need to be improved. It is clear that each utility company You can choose your most appropriate questionnaire.
The main thing that matters covered all five dimensions of service quality. Last, the final paragraph of this article – no policies and procedures will help improve the quality of work in a service company, when employees are not focused on the client. Each employee should clearly understand how his actions affect the customer. He should understand that the main purpose of his work, make the customer happy. To my great regret, every time I stand in line at the supermarket sausage department and see sellers have turned away from me back and pakuyuschih cuts, I want to shout: "I have a client, all the attention on me." Unfortunately, This ancient postulate is very often forgotten in our country