Реферат: Service Quality Essay Research Paper PHAN DUNNWRT
Service Quality Essay, Research Paper
WHAT SERVICE QUALITY IS ALL ABOUT?
The word Quality has various meanings and is a broad topic for me to discuss.
The idea of quality is very complex to describe, as it deals with so many different
principles. Fortunately, I found that the most important concept of service quality is that
it makes a huge success in the spa and pool industry, which I am familiar, with as I
spent a few years in this business.
The most important concept is to be close to the customers. This means good
service and listening to what the customers have to say. Also the most important aspect of
all, is the customer’s expectation. They want to be serviced with dependably. The client
wants know that every time they choose a pool service, they will receive good quality
with excellent service. The majority also do not like change. They expect their pool and
spa serviced by the same person, the one who knows their specific situation. The use of
the same chemical products, for their pool, is paramount on most client’s mind. And if
the specific chemical, that was requested is unavailable ,one must acquire it for them, as
quickly as possible.
Reliability is the most important part of pool service quality.
If a pool service is not dependable, the customer may go elsewhere,thus possibly causing
the company to go out of business. A pool owner wants to know that they are being
served professionally and competently.They want to have their pool or spa serviced by
people who know water chemistry and are highly trained, such as a Certified Pool
Operator,with certificates and badges, that assure the customer they are receiving
One judges the level of service, they receive, by physical evidence. Most of your
customers are not experts at water chemistry,construction, or any other aspects having to
do with pools and spas.They judge the service, they receive, by what they know and see.
Service companies that have visibility unmaintained service vehicles,with sloven looking
service personnel, generally exudes an unprofessional image, which communicates
cheapness. Therefore, these companies cannot charge high prices, regardless of how
good their service. In a customer’s mind, if one exudes cheapness, you must be cheap.
On the other hand, companies with clean, attractive trucks and professional-looking
employees, wearing C.P.O. (Certified Pool Operator)badges may generally charge higher
prices, regardless of the difference in the service, which may indeed be zero. That
innovation has been known for years.
People enjoy knowing that the person delivering the service understands and cares
about their situation, and will deliver personalized care and concern. Very often, people
in the pool and spa industry, condemn and cajole customers who take very bad care of
their pools. Instead of exclaiming, “You have tadpoles growing in your pool!”. State, “I
know how hard it is for a busy person like you to bring in a water sample, but don’t
worry, we will make it crystal clear for you.” Then smile, as you think about selling
$200 worth of chemicals- and be sure to give them a brochure on your company’s pool
refinishing services before they leave.
“Next day service policy” People want to be serviced very quickly. No one
wants to wait for service. I am acquainted with a pool builder who has had, and
continues to have major financial problems, because he does not return phone calls in a
timely fashion. I know personally of three bids he lost, simply because his former
customers told people that he will not return their phone calls. I assume he never sells
more than two pools in any neighborhood. There is simply no excuse for not getting
back to people in a timely manner, and if you cannot, explain to them the reason why.
This is how service quality is maintained in the pool business.
For anyone interested in the pool business, chances are these concepts are very
relevant to how customers evaluate and judge. Studies show that service is still critical to
any success. Remember,even if the product quality is low, customer satisfaction can be
recovered through great service.
In my mind, the most important aspect, and least understood part of the pool and
spa business, is construction. Because pools are seen more than they are used, I believe
aesthetics will have the greater determination of whether or not customers enjoy their
Thus, I believe delivering high quality pool service is what generates high levels
of satisfaction in consumers. The higher the quality produced, the higher the level of
satisfaction experienced, thus the higher success of the company.