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Article: Service Excellence: a step beyond quality.
- Article from:
- Bank Marketing
- Article date:
- October 1, 1993
- Author:
CopyrightCOPYRIGHT 1993 Bank Marketing Assn. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Higher service goals make the difference between satisfied customers and rave reviews.
The essence of Service Excellence is to delight the customer and exceed his or her expectations.
In a world that is rapidly improving in service delivery, high quality will be the price of entry, not of success.
The marketplace is demanding more and more and service leaders are moving beyond quality to a new level called Service Excellence. Executives are extending their corporate aspirations from "delivering on promises" to "exceeding customer expectations." Exceeding customer expectations, or Service Excellence, is becoming the differentiating factor between the ...