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Customer-Centric Approach to Service Quality

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Customer-Centric Approach to Service Quality

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Questions and Answers

What is the primary focus of a customer-centric approach to quality management in service?

Measuring service quality across various dimensions

Understanding and meeting customer needs and expectations (correct)

Developing employee training programs

Establishing clear service standards and procedures

Which service quality dimension refers to the ability to perform the promised service dependably and accurately?

Empathy

Assurance

Responsiveness

Reliability (correct)

Why is it essential to establish clear service standards and procedures?

To increase customer satisfaction

To reduce employee training costs

To maintain consistency and quality across service delivery (correct)

To improve service responsiveness

What is the primary benefit of providing ongoing training and development opportunities to employees?

Ensuring employees have the necessary skills and knowledge to meet customer needs effectively Signup and view all the answers

What is the primary purpose of gathering feedback, conducting surveys, and actively listening to customer concerns?

To identify areas for improvement Signup and view all the answers

What is the primary goal of continuous improvement in quality management?

To monitor performance and identify opportunities for improvement Signup and view all the answers

Why is customer feedback and complaint handling essential in quality management?

To demonstrate a commitment to customer satisfaction and service excellence Signup and view all the answers

What is the purpose of benchmarking in quality management?

To compare performance with industry standards and identify opportunities for improvement Signup and view all the answers

How can technology and innovation contribute to quality management?

By implementing digital solutions to streamline processes and improve the customer experience Signup and view all the answers

What is the ultimate goal of implementing quality management principles and practices?

To enhance service quality and efficiency Signup and view all the answers