A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness. This may sound paradoxical because investing on quality service is costly. However, at the end of the day, it is human behavior to seek what serves us best and we are willing to pay for quality services. Hence, the return on investment is inevitable once we ensure weprovie what customers want.
In order to provide quality service, WDC learned to understand and improve operational processes; identify problems quickly and systematically; establish valid and reliable service performance measures and measure customer satisfaction.. Our weekly management meeting is one way to ensure we provide quality services by addressing systemic, structural, procedural as well as operational issues. We read customers feedback given in the suggestion box to continuously improve our flaws. How would you like to invest on quality service?