What is the difference between Quality of Services and Quality of Care?
In every customer service session l have run this week someone asks me this question. The answer l have given and am giving now is the same.
Think of the two using these questions - What? and How?
Quality of services is What you are offering and Quality of care is How you offer it.
Let us use a dentist's example: suppose you want to have a tooth removed so you go to a dentist to have him do just that for you. Quality of services will refer to the quality of utensils he uses, time taken to do it, the procedure performed etc. On the other hand, Quality of care refers to the small talk that happens between the dentist and you as he explains the procedure, reassuring you that it wont be very painful, be brave and the skillful way he does it ensuring minimal pain to you.
So in service excellence concentration is on quality of care because this is where human interaction plays a pivotal role.
Everyone can have quality of services that are comparable but the edge comes in how you combine or deliver these with a touch of care.
In every customer service session l have run this week someone asks me this question. The answer l have given and am giving now is the same.
Think of the two using these questions - What? and How?
Quality of services is What you are offering and Quality of care is How you offer it.
Let us use a dentist's example: suppose you want to have a tooth removed so you go to a dentist to have him do just that for you. Quality of services will refer to the quality of utensils he uses, time taken to do it, the procedure performed etc. On the other hand, Quality of care refers to the small talk that happens between the dentist and you as he explains the procedure, reassuring you that it wont be very painful, be brave and the skillful way he does it ensuring minimal pain to you.
So in service excellence concentration is on quality of care because this is where human interaction plays a pivotal role.
Everyone can have quality of services that are comparable but the edge comes in how you combine or deliver these with a touch of care.
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