Service Quality: Definition, Importance and Implementation
Original Article by Indeed, cited below.
SUMMARY BY SIMPLY THE BASICS
Whether working in a for-profit, or nonprofit, service quality is of the utmost importance and contributes to an increase in reputation, mission success, and the ability to fill your client’s needs.
What is service quality?
The measure of how an organization delivers its services in comparison to the expectation of the clients. “A company with high service quality offers services that match or exceed its customers' expectations.”
5 Dimensions of Service Quality
Reliability
Tangibility
Empathy
Responsiveness
Assurance
How to Ensure Good Service Quality?
Understand what your client needs
Treat your clients respectfully in any situation
Quickly and correctly respond to your client’s inquiries
Use feedback to make program improvements
Provide a friendly and efficient experience
Ensure that staff working directly with clients are familiar with all services
Be honest regarding your services
When working with folks experiencing homelessness it is more important than ever to follow guidelines such as these. Much of the community we serve are living with trauma from past experiences or due to the traumas that come with experiencing homelessness and may have a lack of trust in the systems of care due to these experiences. Our job is not only to provide a service, but to help rebuild trust, dignity, and empower our community and we do that by providing services of quality in all areas.
We recommend to click below and read about the 5 Dimensions of Service Quality and How to Ensure Good Service Quality in more detail.
Citation: Indeed Editorial Team. (2021, March 10). Service quality: Definition, importance and implementation. Indeed Career Guide. Retrieved January 19, 2022, from https://www.indeed.com/career-advice/career-development/service-quality