What's your best strategy for resolving service quality issues and complaints?

One of the best ways to improve service quality is to?involve your customers and employees in the process. You can do this by soliciting their feedback, suggestions, and ideas on how to enhance your service quality, using methods such as focus groups, interviews, or brainstorming sessions.

All of the above. Also visit your customers and see what they are up against. Neither of you will ever forget it. As a third generation physician who accompanied my father on house calls, such an encounter is worth a thousand surveys.

to achieve excellence service quality is it very important to engage the customers and employees, share ideas with them and get feedback. this can be done using questionnaires, feedback forms, you can also visit the customers location, organize meetings that will involve the responsible parties.

I recommend six sigma black belt analysts help you. Monitoring along with root cause analysis are essential. Remember that 80% of errors are due to faulty processes masquerading as human error.

A problem is more easily solved early than late. In order to do that you have to learn about it early. Some things will help: 1. Keep your office door open. 2. Answer the phone and read your email. 3. Do “walk abouts” in your organization. 4. Do not spend your whole day in meetings. If you want to know what is going on, ask someone on the frontline. Are you a manager of people or meetings? What is your vision for the organization; what do frontline employees think about that?

In my Exp - 1. Categorise Issues (tech,Process, training, Product Quality, After sales Service, Delay etc.) 2. Divide them into Diff Department. 3. Make monitoring heads among your team for followup and execution 4. Diagnose process gaps into every Category defined. 5. Make Daily Reporting Mechanism for work done on Gap areas. 6. Design Execution Excellence Training for gaps. 7. Give Training to relevant teams. 8. Monitor their Execution after training and find best person doing job correctly. 9. Make them Process owners into peer group for that category. Just like monitors in class. 10. Frame Gaps into KPI for a Quater atleast. 11. Measure progress. These are important aspects of Six Sigma DMAIC rule which make it smooth and Automated

Amen! After such an analysis, corrective may require investment. In order to convince the powers that be of expanding your budget, you will need to convince them that good quality helps the bottom line. Seems obvious doesn’t it. It’s not. Can you prove that premise? Can you provide a timeline for your belief? Are there other examples in other companies or departments that can help?

This is fundamental but cannot happen in a company with a rigid top-down management culture. Dr. Deming taught this principle to American auto executives who ignored him. Then the Japanese sent him an invitation to teach them and they listened. The rest is history.

Apart from the points captured by AI, one very effective tool that I have used many times to ascertain the 'real reason' of a service or product shortcoming is Parsuraman's Gap model [5 gaps model]. This gap model takes into account customer's perception and customer's expectation. It brings out 5 gaps as customer gap, knowledge gap, policy gap, delivery gap, and communication gap. By this once you know which gap attributed to the deficient service or product, you can plug it at root level or decide to emphasize more on service recovery route.