STUDIES ON IMPROVING THE QUALITY IN SERVICES
Communication with customers includes the processing and transmission of information about the provided processes, activities and services using different forms of communication. The interface through which the feed-back is from customer in case of any possible complaint, is also part of the communication process. Based on the analysis of customer complaints and reclamations and the results of customer questionnaires, the customer satisfaction is monitored and appropriate preventive and corrective measures are taken. The organization customers are regularly informed of such actions, directly by means of regular meetings or by writing. Customers are also trained on how to use and take benefit of services provided. For the word "quality" has been assigned a variety of ways without the meaning contained in the concept of "appropriate for use". Researchers and practitioners need to differentiate the multiple meanings that are used.Key words: quality of service, quality, service.
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*** ISO 9000; 9001; 9002; 9003; 9004/1994. Standarde privind calitatea.
*** SR ISO 9004-2:1994. Ghid pentru servicii.
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