How do you maintain service quality?

1 Measure service quality

The first step to maintain service quality is to measure it. You need to define what service quality means for your customers and your service operations, and how you can assess it objectively and consistently. There are different methods and tools to measure service quality, such as surveys, interviews, focus groups, mystery shopping, complaints, compliments, and online reviews. You should choose the most appropriate method and tool for your service context, and design them to capture the relevant dimensions of service quality, such as reliability, responsiveness, assurance, empathy, and tangibles. You should also establish a baseline and a target for service quality, and compare them regularly to identify gaps and opportunities.

2 Monitor service quality

The second step to maintain service quality is to monitor it. You need to collect and analyze the data from your service quality measurement tools, and track the performance of your service operations against your service quality standards and goals. You should use various indicators and metrics to monitor service quality, such as customer satisfaction, customer loyalty, customer retention, customer advocacy, service productivity, service profitability, and service reputation. You should also use dashboards, reports, and charts to visualize and communicate the results of your service quality monitoring, and to identify trends, patterns, and anomalies.

3 Improve service quality

The third step to maintain service quality is to improve it. You need to use the insights from your service quality measurement and monitoring to identify the root causes of service quality problems, and to implement corrective and preventive actions to address them. You should use various techniques and tools to improve service quality, such as process mapping, gap analysis, root cause analysis, brainstorming, prioritization, action planning, implementation, evaluation, and feedback. You should also involve your employees, customers, and other stakeholders in your service quality improvement initiatives, and motivate them to participate and contribute.

4 Train your employees

The fourth step to maintain service quality is to train your employees. You need to ensure that your employees have the necessary knowledge, skills, and attitudes to deliver high-quality service to your customers, and to handle service failures and recoveries effectively. You should provide your employees with regular and relevant training on service quality standards, expectations, procedures, best practices, and tools. You should also assess your employees' service quality competencies and performance, and provide them with constructive feedback and coaching. You should also reward and recognize your employees for their service quality achievements and improvements.

5 Empower your employees

The fifth step to maintain service quality is to empower your employees. You need to give your employees the authority, autonomy, and resources to make decisions and take actions that enhance service quality and customer satisfaction. You should encourage your employees to use their creativity, initiative, and judgment to solve service problems, to customize service delivery, and to exceed customer expectations. You should also support your employees to communicate and collaborate with each other and with other departments, and to share their ideas and suggestions for service quality improvement.

6 Engage your customers

The sixth step to maintain service quality is to engage your customers. You need to build and maintain strong relationships with your customers, and to understand and anticipate their needs, preferences, and feedback. You should communicate with your customers regularly and effectively, and provide them with accurate and timely information, advice, and assistance. You should also solicit and listen to your customers' feedback and complaints, and respond and act on them promptly and courteously. You should also thank and appreciate your customers for their loyalty and advocacy, and offer them incentives and rewards for their referrals and repeat purchases.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?