Service quality is comparison of expectations with performance. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality my increase economic competitiveness.
Delivering quality service requires understanding the needs of customers, listening to feedback and dedication to continuous improvement. Key to this is cultivating a motivated workforce to continuously drive service excellence within the organisation.
Therefore, to promote service excellence in a business, it all runs down to soft skills of your employees. Soft skills can be taught but hard to cultivate.
Humans are still humans, they all have different personalities and altitudes. Employees are not robots, they can't be identical when serving guests. So all employees have to remember is the word PASSION when you are serving a guest or rather any guest.
What is PASSION?
It breaks down to different useful words for everyday usage in a service industry.
Patient
Ask
Sincerity
Smile
Initiative
Observant
Nationality
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