Delivering reliable service is critical in business, specifically in the service industry. For sure, many clients are expected to receive their service withs zero defects. But there are many reasons that prevent businesses from delivering the expected service. For example, un-qualified employees or poor training that prevent staff to deliver great service and makes business fail to meet/exceed client’s satisfaction each time.

Thus, performing a service right the first time involves a greater sense of immediacy and requires a greater degree of discipline than ensuring a service is free of errors when a customer get it.

Customer’s expectations and requirements are the factual reliability standards that should be measured through performance monitoring and control , as well as qualified staff.

Effective tackling these challenges requires various activities aims to avoid service failure. One of the most essential activities is providing service leadership. Leaders are the lifeblood of excellence and they are the roots for super super customer experience!