Service delivery... Do we understand it?

I sit in my room, anxiously trying to get through the many chapters I need to cover before my exams next week. As I try crasp the many concepts, models and diagrams, I cannot help but try adopt the concepts to the type of work I do.

I currently work with many clients from different backgrounds and with different expectations. My sole responsibility is to understand their business needs and come up with solutions, be it business financing, account management or processing various transactions that will enable their business to achieve their business goals.

Now, it's clear that this type of job is service intensive, and unless you really understand what being service orientated means, you will have all your existing and potential clients rushing for the exit door. And with the competitive nature of the industry within which we operate, one cannot afford to ignore the importance of service.

Service goes beyond the technical aspect of the job, it also involves the psychological aspects that appeal to customers, that work on their emotions and creates an unforgettable memory. Many service orientated organizations fail to capitalize on the small features that can see their customers being loyal, inviting more clients via word of mouth which ultimately result in increased profitability.

Academics state that service quality has a number of dimensions. Service quality is influenced by the technical delivery of the encounter; how well does your organization provide service when addressing client needs? Do your employees demonstrate competence when helping clients? Do you deliver orders on time? Do you return calls as promised? These may seem minor but are you aware of the impact it has on your bottom line?

Service quality also has what academics refer to as functional aspects of quality. This explains how service is delivered. These aspects create good or bad experiences. Working for a service orientated organization, employees take it for grant how important appearance impacts service. Yes, how you look influences a client's perception of the organisation. We are often told that service with a smile results in a happy client, but many organizations don't do this. Our colleagues and managers come to work grumpy,with no interest in providing quality service. How then are we to be profitable?

Service is about showing interest in customer needs and providing solutions. We can win over clients by showing competence, which gains us customer trust. If a customer is assured you know what you doing, they are more likely to trust you and your organisation. By being friendly and providing service with a smile, customers are more likely to approach you for help. Service is about being helpful, making a client understand and providing alternatives.

 We cannot afford to drop the ball when it comes to service delivery, more so in these tough economic times. And given the competitiveness of the industries within which our organizations operate, it is time to adopt a service orientated approach if we are to stay profitable. Maybe the time to provide service with a smile should start now.

Smile. Live. Love