siliconindia | | March 20219other factors that are involved as well. For a company to yield a solid customer base, the customer relationship management must not have any kind of flaws.IDENTIFYING THE GAP IN SERVICE QUALITYIn order to detect the flaws and gaps in the service quality, the factors influencing bad service quality to the customers must be addressed in the beginning. If it is the problem of an auto responder, then a company must always keep in mind that it must be used in a minimal manner. Too much use of auto generated emails and responses can be harmful for the customer relationship management of the company. So, it is always suggested that in order to have exceptional customer support services, phone support with personal touch and emails with good and refined language on a personal level must always be maintained.If the case is that employees are not educated about the proper ways of handling customers, then a company must always find out what are the lacks in management. It must detect the specific points in which the employees are failing to render proper services to the clients and are no living up to the mark of the prestige of the company. Sometimes it happens that there is lack in proper soft skills training which is reason why most of the employees fail to live up to the requirements of the clients. Proper training programs must be implemented in order to fill the gaps in the employee behaviour and they can perform better during work.In order to detect the lack of approach in the cold calling services by companies, it must be followed how the customer service executive interact with the clients. Most of the times, it is the lack of proper motivation that makes the employees interact in a certain uninterested way to the customer. For this, it must be found out whether the motivation could be given to the individual so that the performance gets better. As a matter of fact, sometimes this is also the case that the employee is not made for a sales job. Not everyone can do everything. To do sales is to give in to the customer to gain complete trust with decency. People who are motivated enough to attract the requirements of the customer must always be employed by the company.The detection of gaps and flaws must always be done at an early stage by any company when it comes to proper handling of customer relationship management. Employees must always be kept in loop as to what should be the steps and measures to take in case of any problems. The company must always be prepared to take on any kind of customer expectation thus trusting the calibre of the customer relationship management department. An early detection of the flaws will help the management team develop better programs to handle customer expectations and develop trust and loyal with the customers. Service quality is one of the most important aspects of any business and must be handled with very carefully. Major blunders can take place if the flaws and gaps in service quality are not detected at an early stage.
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