Reaction Paper # 4
Uploaded by
Mara Shaira SiegaReaction Paper # 4
Uploaded by
Mara Shaira SiegaReaction Paper # 4
Henry Ford once said, “A business absolutely devoted to service will have only one
worry about profits. They will be embarrassingly large.” Service is any act or
performance that one party can offer to another that is essentially intangible and does
not result in the ownership of anything. As a business, it is then important that you offer
quality service to the customers. In agreement to Henry Ford’s statement, service brings
in more profit to the business.
As a consumer and a business, there are characteristics of quality service that is to
be taken into account, namely, (1) tangibles, (2) reliability, (3) responsiveness, (4)
communication, (5) credibility, (6) security, (7) competence, (8) courtesy, (9)
understanding, and (10) access. The top 3 characteristics of quality service that I would
take into account are competence, responsiveness, and courtesy. I believe that when
you offer service, it is very important that you are capable of doing the service or has
the competence to do it. This means that you are able to do the service superbly.
Another essential characteristic is the responsiveness because there are services that
need to be timely to be relevant. For example, you are ordering a customized cake for a
birthday party. Time is of the essence here, so it can’t be that the cake will be delivered a
day late. Lastly is the courtesy. In service, there is direct communication to the
customers, thus it is important that a service provider is well mannered and would
know how to respond to customer needs appropriately. For me, there is no least
characteristic in quality service because they are just all equally vital.
As marketers, it is essential that you know how to market your service. It is not like
marketing a product that you can easily ask your prospect customers to sample the
product itself. There are even some services that are costly and you cannot afford to
conduct sampling. With this, marketers can apply other marketing strategies like giving
discounts for the first few availment of the service. The company just has to make sure
that they are still offering quality service to these few customers because they are the
ones who will help you market your service. The word of mouth power of marketing is
very effective since they are like words from guarantors who can really attest the
service they experienced. However, whatever techniques and strategies the company
may choose to do, it is important that they understand their market very well and
should always give quality service. Always remember that the customer’s perception
can become a company’s really so might as well make that first impression of your
service great.
