Klientų aptarnavimo kokybė : Šiaurės Lietuvos regiono elektronines paslaugas teikiančio tinklo atvejis

LTŠiandieninė aštri konkurencija reikalauja mobilizuoti visas jėgas, padedančias įmonei išsilaikyti sunkioje konkurencinėje kovoje. Kiekvienos įmonės vieta rinkoje priklauso nuo to, ar įmonė savo teikiamomis paslaugomis gali pritraukti klientą ir jį išlaikyti. Nėra išimtis ir elektroninių paslaugų sektorius, kuriame pirmosiose gretose yra tos įmonės, kurios sugeba kokybiškai aptarnauti klientus. Klientų aptarnavimo kokybės esmė – tenkinti kliento poreikius. Straipsnyje pristatomas empirinis klientų aptarnavimo kokybės tyrimas Šiaurės Lietuvos regione elektronines paslaugas teikiančiame tinkle. [Iš leidinio]Reikšminiai žodžiai: Aptarnavimo kokybė; Klientų aptarnavimas; Klientų aptarnavimas klientų aptarnavimo standartas; Klientų aptarnavimo standartas; Paslaugos; Customer; Customer s service; Customer service; Customer service standard; Customers service; Customers servicing standard; Quality of service; Services; T he quality of service; The quality of service.

ENCurrent competition conditions require mobilisation of all possible aids, enabling the company to survive in difficult competition surrounding. Place of a company in a market as well as success depend on the fact if the company is capable of attracting and maintaining a customer by the services provided. Quality of a customer service is not less important. Its aim – to satisfy needs of a customer. The main aspects, reducing the attractiveness of a company is: bad customer service, non-quality or narrow services, competition of similar companies. Therefore, in order to attract and maintain a customer, companies must follow the market and adapt to needs of a customer by constant search for improvement possibilities, because the satisfied customer leads to a good image of a company, the financial state, increasing competitiveness, and what is the most important – future of a company. Together it is noted that there is a lack of surveys, analysing the level of customer servicing as well as specifics in different types of companies. The article analyses the problem, linked with quality of customers’ service in companies, providing e-services and strive for its improvement. The survey was implemented by method of the “Secret customer”. “Secret customer” survey reveals objective factual information about the scope to which the quality of a customer servicing corresponds to a required level. These surveys are one of the aids of the Customer Related Management that aims at improving quality of customer service and developing long-term relations with a customer, improving his/her trust in company and loyalty. Empiric survey analysis revealed attaining the aim of the survey and forming the following conclusions: standard of customer servicing was assessed by 88.2 percent. Approximately 15 of customers are not satisfied with work of company staff. Assessment under criterions revealed: working environment assess.Assessment under criterions revealed: working environment assessed by 95.2 percent, staff appearance – 97.6 percent, communication with customer (satisfaction of needs) – 90.1 percent. The following criterions are not fully met: initiation of the contact (there is a lack of initiative to greet, positive attitude, addressing); finalisation of the contact (good-bye, thanking for using services of a company); clarification of needs; staff clothing (no name tags); professional knowledge (competence): staff did not ask if a “Secret customer” understood everything correctly (no feedback). Staff, when replying to questions of a “Secret customer” did not give any additional information, did not introduce special offers, new services, did not show initiative to make a customer loyal. [From the publication]