David Summerton Business Consulting
What Does Excellent Service Look Like? Systems shape all parts of our lives – so, if you are managing or providing a service, how should you design it so that it delivers all that it should for you and your customer? You need to set up systems and processes that are: Repeatable – can your …
How Are Staff Retention, Staff Skill And Service Quality Linked? Appreciation makes employees feel appreciated and valued. Attracting and retaining high-skilled employees is a primary goal for businesses. To lose staff is a serious cost made worse by the possibility that they will be now be working for your competition. Double-loss! Skill Skill is the …
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What Good Service Quality Looks Like While we can physically assess and come to a judgement around the practical and tangible qualities of products it is often very hard to make quality judgements around services as this involves a number of intangibles that are determined by our own perceptions and views. The main intangibles of …
How Do Customers Judge Service Quality? There is intense, often bruising competition in the service sector for revenue and market share and the casual observer could be forgiven for thinking that purchasing decisions are made on the criteria of price alone. Looking closer, and being a whole lot more scientific about this, it becomes very …
