Quality of customer‘s service

Pastaruoju metu aštri konkurencija reikalauja mobilizuoti visas jėgas, padedančias įmonei išsilaikyti sunkioje konkurencinėje kovoje. Ne išimtis ir klientų aptarnavimo kokybė, kuri turi atsispindėti visos įmonės veikloje. Aptarnavimo kokybės esmė – tenkinti kliento poreikius. Pirmosiose gretose yra tos įmonės, kurios sugeba kokybiškai aptarnauti klientus. Tai galioja ir mažmeninės prekybos sektoriui. Kad žmogiškųjų išteklių valdymas būtų nukreiptas į aptarnavimo kokybės gerinimą, organizacija turi ištirti išorinę aplinką. Straipsnyje pristatomas empirinis klientų aptarnavimo kokybės tyrimas Šiaulių miesto mažmeninės prekybos tinklo pavyzdžiu.The customer is the most important element of every company. The customers’ service is determined by the employee’s helpfulness which is providing to the client. The reputation of the company is determined by how the company deals with all the details of daily work, or quickly and politely the staff of the company responds to the customers’ visits. It is important how the client is accepted, what are the premises of the company, environment, what kind of promotional brochures, business cards, how they behave with him. What is important seeking that the culture of the clients’ service really may exist, i.e. we can recognize it in employees’ provisions and behaviour? The answer - maximum inclusion of employees. The active participation of employees in discussing the the principles of behaviour with the customers and spreading them throughout the organization ensures that the quality of the clients’s service will help creating the relationships with the clients. The quality of the clients’ service reveals within the organization policy, its values and philosophy. The essence of service quality – to meet the client’s needs. This must be reflected in all activities of the organization. That management of the human resource would be focused on the improvement of the service quality, the organization needs to investigate the external environment. The article presents the evaluation of the quality of the customers’ service as the example of retail trade network of Siauliai town