EL LIBRO LA CALIDAD DEL SERVICIOS. A la conquista del cliente.
Serie McGRAW-HILL DE MANAGEMENT/Jacques Horovotz/ Prologo de Gilbert Trigano/1991.
El libro LA CALIDAD DEL SERVICIO expone la importancia que tiene la forma en que el cliente percibe la calidad y los medios de los que se disponen para satisfacerle. Insiste en los métodos que admiten superar las dificultades que permitan gestionar la calidad del servicio y no duda en denunciar las consecuencias que entraña la falta de calidad. Plantea que la calidad del servicio es responsabilidad y competencia de toda la organización, desde empleados hasta gerentes; todas aquellas personas que están en contacto directo y/o indirecto con la clientela, deben participar unidos con la finalidad de minimizar errores y con entusiasmo. Explica también el papel fundamental que representan las comunicaciones, internas y externas, en la consecución de una buena estrategia de servicio.
En un mercado cada vez más competitivo y exigente las empresas tendrán que utilizar programas precisos y detallados y apostar por la calidad, en estos programas se expone el estado de la empresa para mejorar la política de calidad. Ya que se piensa que un cliente descontento contara sus infortunios a once personas, mientras que un cliente feliz solo transmitirá su satisfacción a tres personas, evidenciando la importancia de una buena calidad en el servicio.
THE BOOK OF QUALITY SERVICES. The conquest of the customer.
McGraw-Hill Series MANAGEMENT / Jacques Horovotz / Foreword by Gilbert Trigano/1991.
The quality of the service book explains the importance of how the customer perceives the quality and the media which have to satisfy. Emphasizes the methods that support to overcome difficulties, providing for quality of service and do not hesitate to denounce the consequences that a lack of quality. Suggests that service quality is the responsibility and competence of the entire organization, from employees to managers, all those who are in direct contact or indirect contact with customers must participate together in order to minimize errors and enthusiasm. It also explains the role representing communications, internal and external, in achieving good service strategy.
In a market increasingly competitive and demanding companies will have to use precise and detailed programs and commitment to quality, these programs present the results of the company to improve the quality policy. It is believed that a dissatisfied customer tell their woes to eleven people, while a happy customer satisfaction only transmit three people, highlighting the importance of a good quality service.
McGraw-Hill Series MANAGEMENT / Jacques Horovotz / Foreword by Gilbert Trigano/1991.
The quality of the service book explains the importance of how the customer perceives the quality and the media which have to satisfy. Emphasizes the methods that support to overcome difficulties, providing for quality of service and do not hesitate to denounce the consequences that a lack of quality. Suggests that service quality is the responsibility and competence of the entire organization, from employees to managers, all those who are in direct contact or indirect contact with customers must participate together in order to minimize errors and enthusiasm. It also explains the role representing communications, internal and external, in achieving good service strategy.
In a market increasingly competitive and demanding companies will have to use precise and detailed programs and commitment to quality, these programs present the results of the company to improve the quality policy. It is believed that a dissatisfied customer tell their woes to eleven people, while a happy customer satisfaction only transmit three people, highlighting the importance of a good quality service.
