How can we improve service quality

Managing customer expectations and incorporating self-service technologies are two important considerations for improving service quality. Customer expectations are formed from past experiences and word-of-mouth, and comparing perceived service to expected service can lead to gaps. Many in-person interactions are being replaced by self-service technologies which can make transactions more convenient but customers must see clear benefits and feel able to use them. Bored, unhelpful, or slow employees can distract customers and cause them to switch services.