Tasdiqlayman” O’quyishlaribo’yichaprorektor S. U. Mehmonov 2022 yil

Customer service
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Customers expect certain things when they walk into a business, and those with the highest level of service will know how to identify those expectations and meet them to the customer’s satisfaction.
However, this process is not as easy as it sounds – customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined by your ability to meet your customer expectations. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers. By the same token, companies that don’t spend much time worrying about customer service – but manage to meet customer expectations consistently – are perceived as offering good customer service. Service quality is largely determined by customer’s perception, which is why meeting customer expectations is an essential part of the process. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.

Mijozlarga xizmat ko'rsatishda mukammallik muvaffaqiyatga erishmoqchi bo'lgan barcha tashkilotlarning maqsadidir. Biroq, ko'pincha mijozlar kutishlari va rahbariyatning mijozlar kutishlari haqidagi tasavvurlari o'rtasida tafovut mavjud. Tashkilotlar ko'pincha o'z mijozlariga yaqinlasha olmaydilar va ularning taxminlarini to'g'ri o'qiydilar. Mijozlar biznesga kirishganda ma'lum narsalarni kutishadi va eng yuqori darajadagi xizmatga ega bo'lganlar bu umidlarni qanday aniqlashni va mijozning qoniqishini qondirishni biladilar.

Biroq, bu jarayon ko'rinadigan darajada oson emas - mijozlarning kutishlari dinamik xususiyat bo'lib, keng ko'lamli omillarga muvofiq muntazam ravishda o'sib boradi. Biroq, mijozlarga xizmat ko'rsatish vakillarining ishlashi kutilgan natijalarni qondirmasa, mijozning noroziligi natijasidir. Mijoz kutishlari + Xizmat ko'rsatish samaradorligi = Mijozlarning qoniqishi Mijozlarga xizmat ko'rsatish sifati deyarli to'liq mijozlar kutganlarini qondirish qobiliyatingiz bilan belgilanadi. Siz eng katta xizmat ko'rsatish guruhiga ega bo'lishingiz mumkin, ammo agar sizning mijozlaringiz ularning ehtiyojlari qondirilmayotganini sezsa, sizning xizmatingiz obro'siga putur etkazadi. Xuddi shu nuqtai nazardan, mijozlarga xizmat ko'rsatish haqida qayg'urishga ko'p vaqt sarflamaydigan, ammo mijozlarning talablarini doimiy ravishda qondirishga muvaffaq bo'lgan kompaniyalar mijozlarga yaxshi xizmat ko'rsatishni taklif qiladilar. Xizmat sifati ko'p jihatdan mijozning idroki bilan belgilanadi, shuning uchun mijozlar kutganlarini qondirish jarayonning muhim qismidir. Mijozlarning kutganlarini aniqlash Mijozlarning kutishlari doimiy ravishda o'zgarib boruvchi jarayon bo'lgani uchun, bu taxminlar nima bo'lishi mumkinligini aniq bilish juda qiyin bo'lishi mumkin.