What benefits do customers derive with quality services

Reference no: EM132113

QUESTION

Read the following text and answer all the questions in this section

By its very nature, government services are essential to the development of a thriving and competitive economy and the maintenance of a stable society. Citizens and corporate bodies, as customers of the government, have a legitimate right to quality, timely and efficient public services. The impression one gets from a counter/customer service is of crucial importance as efficiency and effectiveness of the Ministry/Department, and by extension of the civil service, is perceived through the attitude of front-line officers, the response time and the actual service delivery. The quest for quality and excellence in the delivery of public services is a must. Indeed a quality public counter/customer service leads to satisfied customers and generates a positive image of public organizations. In line with the vision and commitment of Government to provide high quality and seamless services, public organizations should aim to provide their customers with a courteous, rapid and effective service

a) What do you understand by quality customer service? Elaborate on any one of the characteristics of such a service.

b) What benefits do customers derive if they are provided with quality services? Illustrate your answer with a concrete example from the public sector.

c) How would public sector organizations benefit if they provide quality service to their customers?

d) Discuss a few improvements brought to public sector counter services and explain with examples how these services can be further improved to project an even better image of the public sector

Reference no: EM132113

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