Bruce Staley

  This is the second article in a two-part discussion around the subject of quality customer service. The series is an amalgam of thought and where appropriate and possible I have acknowledged the source of the material contained in the articles. The discussion is premised on the need to understand the critical elements of customer service and the functions of management to manage the quality of the experience for the customer. Previously I discussed the five management functions of planning, organising, staffing, leading and monitoring. In this article I address the dimensions of quality customer service. 2. QUALITY SERVICE We can all recall those personal experiences where we have been on the receiving end of negative customer service and sometimes may be a positive experience. What is it that makes our experiences negative or positive? What are the key aspects? If we can identify them and see if they are common to all service quality then we have a clear s...

This is the second article in a two-part discussion around the subject of quality customer service. The series is an amalgam of thought and where appropriate and possible I have acknowledged the source of the material contained in the articles. The discussion is premised on the need to understand the critical elements of customer service and the functions of management to manage the quality of the experience for the customer. Previously I discussed the five management functions of planning, organising, staffing, leading and monitoring. In this article I address the dimensions of quality customer service. 2. QUALITY SERVICE We can all recall those personal experiences where we have been on the receiving end of negative customer service and sometimes may be a positive experience. What is it that makes our experiences negative or positive? What are the key aspects? If we can identify them and see if they are common to all service quality then we have a clea...

This is the first in a two-part series of discussions around the subject of quality customer service. The series is an amalgam of thought and where appropriate and possible I have acknowledged the source of the material contained in the articles. The discussion is premised on the need to understand the critical elements of customer service and the functions of management to manage the quality of the experience for the customer. 1. Five Management Functions Managers' skills and activities to get the job done have been traditionally grouped into five functional areas, planning, organising, staffing, leading and monitoring. Planning > Organising > Staffing > Leading > Monitoring 1.1 Planning Planning involves establishing a goal and objectives and deciding how best to achieve them. What needs to be accomplished? By when? What needs to be done to make it happen? Who is best equipped to do it? As the saying goes, 'If you fail to plan, you pla...

This is the first in a two-part series of discussions around the subject of quality customer service. The series is an amalgam of thought and where appropriate and possible I have acknowledged the source of the material contained in the articles. The discussion is premised on the need to understand the critical elements of customer service and the functions of management to manage the quality of the experience for the customer. 1. Five Management Functions Managers' skills and activities to get the job done have been traditionally grouped into five functional areas, planning, organising, staffing, leading and monitoring. Planning > Organising > Staffing > Leading > Monitoring 1.1 Planning Planning involves establishing a goal and objectives and deciding how best to achieve them. What needs to be accomplished? By when? What needs to be done to make it happen? Who is best equipped to do it? As the saying goes, 'If you fail to p...