Course Overview

Service quality is considered as an important tool for a company to differentiate itself from its competitors. It is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis.

Customers who believe the service being provided is below their expectations will have a range of negative thoughts regarding the service. Changing a customer’s thoughts of the service being provided can be difficult and will require the input from company management to firstly explain the problems and secondly agree how to fix the problem. The frequency of customer contact in this industry makes good personal presentation very important. We need to be aware that people often form an opinion about us personally, and the establishment we work for as a result of our appearance before we speak to them. They very often form their opinion based on what they see initially. As a result we must make sure we always maintain high levels of personal presentation.

Working in the cleaning industry also involves communicating with clients and other staff members on a regular basis. Every staff member will need to communicate with users, and other colleagues etc. In order to provide professional customer service the staff member must have communication skills as well as a good knowledge of the services your company provides. Providing assistance and information in a prompt manner may include a customer asking the cleaner for the location of a restroom, location of an ATM or the location of a business in the building.