VUSSC/Content/Tourism/Customer Care/Survival Perspective

SURVIVAL PERSPECTIVE

It is not an exaggeration if we argue that customer service excellence is a survival necessity. In fact this is the fundamental reason why you and your organisation/agency should bother with service excellence. These are the two faces of the customer service excellence coin.

• To survive we need to deliver customer service excellence.
• If we don't deliver customer service excellence we won't survive.

The pressure is immense. The era of monopolies is phasing out rapidly. There is increasing number of services that are now being provided by a host of other countries/agencies. Organisations/agencies that are not perceived to be performing satisfactorily may be threatened with closure! If your services are judged to be of inferior quality compared to your neighbour, there are risks that you would lose your customers.