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Customer Service Essay

4300 words - 18 pages

Customer relations final.
1. Service breakdowns and recovery.
Service breakdown is the situation when customers have expectations of a certain type or level of service that are not met by a service provider. Those situations can happen anywhere whether the customer is at the store, a restaurant, or a hotel. I am a server and the service breakdown is inevitable. It has happened to me before and usually it is not done purposely. The restaurant I work at offers their customers discounts in form of coupons. Some customers present their coupon once they are seated, when I am responsible for holding on to it and applying it to their check towards the end of their visit. I have forgotten to ...view middle of the document...

One of my coworkers had a table that requested something special with their meal, and the server forgot to bring it and never went back to the table. That customer has complained and asked someone else to get it for them. Their request still wasn’t met in a timely manner, which caused the server to get a bad tip and the customer probably won’t be coming back to the restaurant. The last but not least reason for the dissatisfaction is unmet needs. When the needs of the customer are not met, they might have to seek for another business that does meet those needs and where they end up being satisfied. Customer service field has a marketing strategy of the word of mouth, and it works both positive and negative ways. Dissatisfied customers will talk about their experiences and the particular business might be hurting from losing them.
There are strategies for preventing customer dissatisfaction, which are techniques used to prevent a breakdown in need of fulfillment when dealing with customers. These strategies are:
* Think like the customer so when you are working with customers use the treat others like you would like to be treated strategy. I have been a waitress for a while, so when I go out to restaurant I expect my servers to take care of me the way I do of my customers. I notice things like the drink not being refilled or an empty dirty plate still being on the table, so now when I am working, I make sure that the drinks are full, the table is clear and my customers are happy.
* Pamper the customers is another strategy. Customers like when the person taking care of them is attentive. When I am working, I go back to my tables several times to make sure that they have their drinks, the order came out the way they wanted in and I make sure that they like what they ordered. Pampering customers is important, because knowing from personal experience; I would rather to have a lot of service than not at all.
* Respecting customers is a key, there should be no discrimination. Even if they have the most ridiculous request, it should not be denied. The customer has to be listed to and the reactions are supposed to be appropriate. At my job one of the managers got a complaint from a younger girl, who felt like she was disrespected and discriminated against because of her age. Everyone should be treated the same no matter what.
* The customer service representatives have to be focused on their customers. At the restaurant I work at, we get complaints occasionally. I’ve had a customer complain about the platter they have ordered and that’s the way I solved it: first I made sure that I understood what they wanted instead and acknowledged their request. The next step was me showing my concern, and that I was taking care of it right away. The actions were than taken towards the food making process. I went back and told them that the plate is on the way and it shouldn’t take much longer, and then finally when it was out and at the table I made...

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