Question

think back to an experience you have had with poor customer service from an organization.

Whom did you blame for it? Do you know anything about the design of the organization involved? Do you think it was the fault of the individual(s) involved or could the problem have resulted from a poorly designed system? Would what you have learned in this Unit change your reaction to receiving poor quality service? How?

Answer 1

Customer servive/support is all about providing value for customers and helping them solve the issues they have with the products or services being rendered. Recieving a poor customer service from an organization cannot solely be the responsibility of just an individual who has provided it. While people are likely to blame individuals for quality service problems, organizational structures are often to blame. In general the quality of servive provided in any organzation depends on four main elements which are 1.Quality planning 2.Quality Assurance 3.Quality control 4. Quality improvement. Failure of adhering to these basic principles can effect the quality of serivce provided by the organization. For example, a author recieved a bill from a service provider. As per the agreement with the service provider the bill should not have been sent and the people who sent the bills were not aware of the agreemnet as they were in a different office from the actual service provider . This would have lead to a situation where in the service provider or billing staff would have been blamed however the organization is at fault. You may have a good test management process planned and tool to ensure the effectiveness of your testing, however the test management alone will not ensure the customer satisfaction. Total quality mangement is a way to not only delivering high quality products and services but also to achieve higher customer satisfaction levels.