Industry needs to focus on quality of service
``If this downturn has taught us one thing, it is that the industry needs to focus attention away from investing in capacity and on investing in quality. A high quality of service, with a focus on streamlining customers' operating costs, will ensure loyalty and help service providers ride out the downturn better. It will also position them for more sustainable growth in the medium to long term,'' Gautam Bellur, Associate Partner, Oliver Wyman, Dubai, a global management consulting firm, told Emirates Business.
The London Borough of Richmond upon Thames has launched a new customer service quality initiative focused on improving service across all its customer touch points' in a bid to resolve more customer problems at first point of contact, avoid unnecessary customer contacts, and deliver greater cost value.