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Customer Satisfaction Essay

3842 words - 16 pages

This sample report was submitted during the Summer C, 2007 session at USF Sarasota-Manatee. Except for minor editing to remove the author’s name and adjust spacing for web-posting, it appears as I received it from the student, with no marks or comments by the instructor. Although it is not flawless, it certainly represents an excellent achievement, especially by a student who has had only limited experience with this kind of writing. (At approximately 3,400 words, it is considerably longer than the 2000-to-2500-word document assigned in current presentations of ENC 3250.) Apply the standards of quality and effectiveness you see here to your own writing on Assignment ...view middle of the document...

Customer service, including both the shopping experience and after sale servicing. Product, including all aspects such as ability to perform as expected, price/value, and durability/reliability.

When evaluating customer satisfaction, the analyst must consider performance over time as well as comparisons to industry norms or standards. Normative data is available for minimal or no cost. Numerous survey techniques exist to measure satisfaction, most of which WCMSI has the technology and capability to perform in-house. In-house capabilities include IVR, live agent and web-based.

As a result of our research we conclude that: • Adding customer satisfaction to our core competency of customer service products can enhance WCMSI’s position as an integral part of our clients’ business operations and strategic planning. WCMSI has sufficient internal resources to offer products aimed at providing clients with a better understanding of what their customers want and how well they deliver. Gaps can be inexpensively filled through business partnerships with external providers.

RECOMMENDATIONS. We recommend the following: • Enhance our current QC efforts by adding a customer feedback loop to identify strengths and weaknesses in our call center performance. The benefits are increased credibility of our quality story by providing objective measurement and a unique selling point to help retain and attract clients. Estimated Cost to WCMSI: $25,000 pilot program $75,000 - $100,000 annually

1. Offer a tiered program aimed at improving our clients’ knowledge of how well their customer relationship management efforts are satisfying customer needs and wants. The program would range in scope from basic satisfaction measurement to sophisticated analytical techniques designed to identify underlying causes of dissatisfaction.

[student name withheld] - ENC 3250 - Summer C, 2007- Assignment 4, Business Report - 2

Estimated Cost to WCMSI: none. All costs would be charged back to clients either as part of their contract or on an ad hoc basis.

2. Introduction & Methodology.
INTRODUCTION & RATIONALE. Clients of We Care Marketing Services, Inc. (WCMSI) come to us because of our dedication to client service, leading edge technology, highly experienced staff and proven ability to deliver results. While we have been highly successful in our core competency of inbound customer service handling, the industry as a whole is becoming increasingly price sensitive. In order to maintain a competitive advantage, we need to better understand our clients’ customers and expand our value-added offerings. One possible path toward achieving this objective is to understand the components of customer satisfaction and develop offerings that will help our clients better manage their customer relationships. This strategy will increase our value as business partners and make it more difficult for clients to justify changing vendors on the basis of price alone.


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