1381 words - 6 pages
Customer service has become a phenomenon that has changed in the past few decades and become as essential element towards the success of the business. Therefore, businesses have been compelled to adopt and implement customer service strategies designed to improve customer satisfaction and improve its competitive advantage in the constantly changing environment. Each business handles clients at varying degrees presenting them some challenges. The supreme outcome is satisfying the client. Each single contact might either grow or crumble the rapport with a client. It comprises each email, which is sent
1388 words - 6 pages
Organisational culture is the norms, values, beliefs and behaviours that contribute to the unique social and psychological environment of an organisation. The aim of this essay is to evaluate whether or not a strong organisational culture must have customer service at its heart.
One point which suggest a strong organisational culture perhaps must have customer service at its heart because, customer service can help a business differentiate (porter) from competitors in a very intense (porter) climate. As with Southwest, who are known for their culture of â€˜goofinessâ€™ and putting their employee and customers first, allows their staff to feel empowered so are able to create a customer
2127 words - 9 pages
Delivering Customer Service the Right Way.
In modern world there are only a few things considered harder than satisfying a customer, gone are the days where a small candy for the kid accompanying or a just a simple smile would do the trick. Customers are more spoilt than ever, they believe that they should be treated like a royalty or they could always go “next door”. Companies are spending a lot of money to train their employees to brush up their customer service skills, and I reckon it’s the right move because no business can survive without delivering customer service the right way.
What exactly is the right way to deliver Customer Service? Or for that matter what is Customer
3110 words - 13 pages
Customer Service Comprehensive Essay
Quality Customer Care can be defined as meeting or exceeding customer expectations every time they visit the organisation or business. Businesses who go the extra mile will win customers loyalty and, in return, customers will keep going back to them. It’s important that businesses earn customers long-term support because it will determine the organization success. In order for the organisation to ensure that customers will continue to utilize their products and services they should be aware of Quality Customer Service, know their customers, know the attitudes and habits that have a significant effect on the service given in the organisation, learn how
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strong as everâ€¦
All said & done, Roses are Red & Violets are blue & Indians are still in queueâ€¦ Wherever you go whatever you do you are in queueâ€¦ be it a Vodafone store or Airtel Customer Care centre it is all the sameâ€¦ It is estimated that an average Indian spends a good amount of his productive time standing in queues in places like Banks, Govt Offices, and Customer Care Centers etc... Add to it the time that we spend on calling various Customer Care help lines and it completes a picture of utter chaos when it comes to servicing a customer... Iâ€™m sure that most of us have had a harrowing time getting some service from our numerous providers like Banks, Cell Phone company etc
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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
1862 words - 8 pages
A service guarantee is a promise that a service or product will meet certain consumer expectations or standards. Many times it is provided to the consumer in writing. If the product fails to perform as promised, the vendor may offer replacement of the item, refund the purchase price, or offer other forms of reimbursement, like a store credit. The purpose of it is to instill consumer confidence.
The type of promise that a merchant makes may differ, depending on the product or service. It is not uncommon for a service guarantee to be predicated on the consumer meeting specific terms and conditions. This places some of the responsibility on the customer.
Stipulations to a service guarantee
1402 words - 6 pages
the plastic components will enable Riordan to gain improvements through quality and add to the volume pricing for the products.
Current Process Improvement Plan
Riordan has an ongoing process improvement plan specifically designed to address customer satisfaction. Customer satisfaction is essential in order to separate our organization from the competition and maintain our customer base.
The process includes the following steps;
Updates and Training
Implementation Follow Up
The suggestion program consists of data collection from employees regarding ways they feel customer service might be improved. Currently, a “Chat
2597 words - 11 pages
We all have fairly specific criteria on which we base a purchasing decision – whether they are conscious or unconscious. Obviously the criteria differ, depending on a number of circumstances, including the type and complexity of the product/ service we purchase. However, regardless of those differences we all have a generalised idea of the standard of product/ service which is acceptable in all situations.
In most cases, when you purchase (i.e. when you are the customer) what key factors determine your purchasing decision – price, safety, quality, packaging convenience, or something else?
A purchasing decision really depends on many things addition to price and quality
2305 words - 10 pages
, Starbucks personally oversaw the roasting process, in addition to controlling the distribution process to retailers.
3. Service: Starbucks made sure that its employees or as Starbucks call them "partners" undergo through two types of training. The first type (hard skills) which is using the cash registers, mixing and preparing the drinks. The second type (soft skill) which is being enthusiastic while communicating with customers. For example, partners should practice eye contact with customers, smile and welcome them in addition to have small conversations with them. After that Starbucks service would be great and customer satisfaction would be accomplished.
4. Partner satisfaction
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should call center agents be measured on NPS and CSI (it is after all the customer’s opinion)? How do I know the customer is rating my service and not that of the company as a whole? How do I know that the scores are accurate?
Within the Cell C call center the questions I posed above are some of the questions I get asked as a team leader to help my agent better understand what is expected of them and why .I understand that we ask the customers to rate our service so that we can measure how good or bad the services we are rendering to our customers are and also so that the business can learn through our customers where our energies need to be focused and how it is that we as Cell C could
865 words - 4 pages
My first customer service experience I will discuss was a positive one. I went to a restaurant name Stephanie’s for my birthday a couple months ago. Stephanie’s is a small soul food restaurant owned by a lady name Stephanie. When we entered the restaurant the hostess greeted us with a smile and was very pleasant. Because my friends had balloons and cake they were eager to know whose birthday it was and once they found out it was mines it became there mission to make sure I had a wonderful night. Once we were seated the waitress came to the table with a big grin saying “happy birthday”. She immediately started telling us what the specials were and took our drink orders. While we waited on
1072 words - 5 pages
1. Trends in customer service are changing. Many corporations are making personalized customer service an important part of their image. As a marketing intern for a well-known national chain, you have been asked to evaluate these trends. What do customers today expect? How are other national chains capitalizing on these trends? In addition to evaluating the trends, offer recommendations to the company.
A marketing mix focuses on the four p’s. Product, price, place and promotion act together to help reach customers as a unit and independently. The four p’s are used to develop strategies for marketing and when used well, have proven to be successful (Martin, 2014).
NIVEA uses mix
522 words - 3 pages
help to ensure that you are getting the most expedited services possible.
Access to all day customer service- The online writing services company that you hire should be available to help you with any of your pressing inquiries on an all day every day basis.
Selection of your own writing professional- You should be able to look through the various writers that are on staff, and select the professional writer who has the best training and experience to help you with your writing assignments.
Completely original work just for you- The writer should be able to promise that the work is completely original and uniquely written for your needs. This will protect you against being accused of
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Part 1 Dissatisfying Service incident 2
* Circumstances Leading to the Incident 2
* What Occurred During the Incident 2
* What made the Incident dissatisfying 3
* What could or should have been done differently 3
Part 2 Critical Incident Analysis 4
* The customer gap 4
* Type of encounters that occurred 4
* Source of displeasure/pleasure 4
* Dimensions of the servqual scale 5
* Reliability 5
* Responsiveness 5
* Assurance 5
* Empathy 6
Provider gap 1 The listening gap 6
* Inadequate service recovery 6
Provider gap 2 Service designs & standard gap
2133 words - 9 pages
Case 1: The customer service agent
Case 1: The Customer Service Agent Case
Question one: Does the Day Diary include sufficient information?
The day diary conducted includes sufficient information. The day diary includes a full day for one employee working as a customer service agent. Through the information provided it reveals the different activities conducted throughout the day. These data can help to identify the different tasks, responsibilities and the work environment inside the organization. The data can support to have a whole picture on the organization main objectives, duties and some policies included in the organization. The given
1967 words - 8 pages
CUSTOMER SERVICE PROBLEMS ENCOUNTERED BY WALMART
TABLE OF CONTENTS
RESEARCH AND FINDINGS 5
Wal-Mart is one of the largest retail companies in the world. This report examines the customer service challenges encountered by Wal-Mart and highlights the problem between
1799 words - 8 pages
Hello my name is Hannah Lewis I am currently studying an advanced certificate in Business, as part of my customer service module I have to select a Business and prepare a comprehensive evaluation of its organisational structure and analyse the impact of their customer service principles and practices.
The Business I have Chosen is a Family run Bar and Restaurant Called Teac Sean Ruas. This business is located in a seaside tourist resort in Bundoran Co. Donegal.
In the summer months between June and September is the busiest time for the Bar/Restaurant with tourists coming from all over the world passing through and visiting Bundoran.
This Business depends on the summer
1150 words - 5 pages
To utilize my administrative and customer service skills, experience and
knowledge while contributing to the success of the corporation.
Pinellas Technical Education Center - Certificate in Customer Service - 10/1997
St. Petersburg College - Seeking Degree in Business Administration -
Summary of Qualifications
*Excellent written and oral communication skills * Detail oriented * Motivated
self starter * Outstanding team player * Ability to Multi task * Research savvy
* Impressionable calmness under pressure * Working knowledge of Microsoft Office * Basic Knowedge of Document Direct * Basic Knowledge of AXS One
5778 words - 24 pages
BANKING SERVICES AND CUSTOMER'S SATISFACTION IN QATAR: A STATISTICAL ANALYSIS*
Khalid Al-Sulaiti Abdullah Al-Khulaifi Fawzi AI-Khatib
College of Business and Economics Qatar University
The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the determinants of the buying behavior of bank customers in Qatar. A questionnaire for such purpose was designed and different statistical methods were applied. The policy implications to be derived from such statistical findings is that bank's management
267 words - 2 pages
HEAT is an effective customer service technique that you can use to calm down your customers.
Note: Heat (developed by John Hartley) is taught in most of the customer care courses including NVQ customer care.
The Four keywords of HEAT:
4. Take Ownership
Hear – Show your customers that you are listening to them actively. Don’t distract or interrupt your customer while he/she is talking.
Let him/her finish his/her words.
Empathize – After expressing his/her feelings, the customer want to make sure that you understand his/her problem. So, you should acknowledge what the customer tells you. Let your customer know that you
548 words - 3 pages
8.Thinking of similar products / services offered by other companies, how would you compare the product / service offered by our company?
9.what do you feel we could have done better?
10.do you have any ideas regarding our produc or service that would better suit your needs and make your life comfortable?
1.1. I would first apologize, pick the product up, ask what did the customer feel was wrong with the product, ask what could I do to to comfort them, or replace the item. If that doesn't work I would give them their money back apologize again and try to offer discount or etc.
2.I would smile,breathe, and stay humble why also remembering that the
821 words - 4 pages
An exploratory study on the impact of research and development on customer service and quality
Research and development simply refers to the constant improvement of product and services and which enable the business to continuously thrive in terms of its operation. Research and development also leads to innovations intended for these products and services. In generating high impact innovations, it is important that the organization should devise a systematic method of identifying opportunities that provide new value for the consumers (Johnston and Bate, 2003). The changing consumer preference was an opportunity that is exploited through innovation (Paley, 2006
2438 words - 10 pages
Analysis of Starbucks Delivering Customer Service
• In 2002, market research has shown that Starbucks has a gap in meeting its customer’s expectations in terms of customer satisfaction.
• On interpretation the marketing research data, Christine Day, Senior Vice President concluded that the speed of service was the main reason for this decline in customer satisfaction. So she proposed to improve the service time such that each order is served within 3 minutes.
• However, this solution would cost Starbucks 20 additional labor hours per week thereby $40 million per year. Is 20 seconds increase in speed of service really worth $40 million per year?
1189 words - 5 pages
significant web page marketing tools that a successful organization also considers when developing and maintaining their web site. This paper will discuss the use of marketing tools for American Eagle, Pyramid Collection, and JC Penny, and will evaluate the customer service of all sites.American EagleAmerican Eagle markets their clothing line through stores and online websites. The online website has many marketing aspects to it. The initial webpage is used as a marketing tool. Their clothing line is geared toward a younger market, so they use young actors in their ads. Another marketing tool they use is free shipping if you purchase a certain amount of clothing. This is always a good draw for
2860 words - 12 pages
Term report |
Customer Service at Dunkin Donuts |
Business Communication |
In a recent meeting, managers and supervisors for the company (your choice) where you work (your choice) expressed concerns about employees' customer-service skills. Moreover, they wondered whether the company should establish a specific set of customer service procedures— especially for new employees. They have asked you to investigate the customer service practices at other companies like yours to determine what skills your company should emphasize and what procedures, if any, your company should adopt. |
Table of Contents
573 words - 3 pages
The Impact of Communication Styles on Customer Service
Unit 5 AB221
The Impact of Communication Styles on Customer Service
Great customer service is a direct result of the communication style that the company uses. Do not get this confused with personality styles. That is something altogether different. Communication style is the way people interact with each other and the message they send through their behavior. (Google, 2012)
Communication is a very important aspect of customer service. It is very important for the company to establish a tone. If the wrong type of communication is conveyed it can cost a
3594 words - 15 pages
To be successful, industry must focus more on service quality and their customer’s needs and wants. Reason why must focus on needs and wants of their customer and service quality is because customer will seek for solution when they needs or wants something and they always look for better service quality. If the industry can produce something according to customer needs and wants then they will success. Customer will return to the particular industry if they receive quality service and quality product that they want. Customer will be satisfied if they get what they want. To achieve service quality and customer satisfaction must have valuable human resources. Through training and
808 words - 4 pages
Customer service is important because it allows the business to stay connected with its customers and to receive valuable feedback which could prove beneficial to the business in regards to any improvements needed to be made to their products and services. It is also important to carry out good customer since satisfied customers will make repeat purchases and recommend the product to friends, leading to additional word-of-mouth sales.
For this task, I am going to devise a customer satisfaction survey for use whilst undertaking a “mystery shopper” experience at Boots and Tesco. I will use this form to comment on the type of customer service I received from the two outlets and justify how
526 words - 3 pages
National income figures are used to compare the standard of living between countries and usually income expressed in dollars, however, these figures can be misleading and useless because the exchange rate is set to artificial level.
Many people believed that the camera never lies, however, this is not always the case because making hard to question the evidence before our eyes, is the main property of photography, although snaps bring a feeling of sentimental, a good source of keeping best memories alive.
The idea of plagiarism is undefined in some cultures and periods, therefore, it is hard to consider the Shakespeare’ poetry as a plagiarised, nevertheless, this term becomes
3563 words - 15 pages
goods sold has declined every year from a high of 48% in 1998 to 41% in 2002.This company is growing fast and generating profits and cash.The Four P's of MarketingProductThe brand components at Starbucks are products, service, and atmosphere. The tangible products are coffee beverages, food items, whole beans, and equipment/accessories. Other products such as service and atmosphere are intangible. Service is geared toward customer satisfaction, giving the customer what he/she wants, including customized beverages. This process can take a little longer, which causes time delays in line. Employees are to make friendly conversation with customers while they wait. The friendly environment adds to
770 words - 4 pages
RELATIONSHIPS BETWEEN ORGANIZATIONAL CITIZENSHIP BEHAVIORS, EFFICIENCY, AND CUSTOMER SERVICE PERCEPTIONS IN TAIWANESE BANKS
Organizational citizenship behaviors (OCB) describe actions in which employees are willing to go above and beyond their prescribed role requirements. Prior theory suggests and some research supports the belief that these behaviors are correlated with indicators of organizational effectiveness. Studies have yet to explore whether relationships between OCB and organizational effectiveness are generalizable to non-U.S. samples. The present study examined relationships between OCB and two indicators of organizational effectiveness -- the efficient use of
799 words - 4 pages
. This would happen more and more frequent and I was at the point of leaving my job because I did not know what to do. One day it all just clicked and I figured out that I was letting the customers put me in a position that would allow them to control the situation. In the business that I am in, we call these customerâ€™s â€œheat casesâ€. My definition of a â€œheat caseâ€ is when someone or situation takes a lot of attention. The reason for this is, the fact that most dealership rely on customer feedback in the form of CSI, Customer Satisfaction Index. There are three levels of CSI; red being failing, yellow being satisfactory and green being outstanding. Ever customer that comes into the
763 words - 4 pages
P1 - The processes involved in recruitment planning
I have chosen to look at Cheadle College and Tesco for my businesses. October 2004 the college changed its name to CAMSFC (Cheadle and Marple Sixth Form College.It was the largest further education college in the country in 2004, with around 9001 students. In 2011, the college commenced a consolidation of the two sites in Marple, entering into talks with Asda, aiming to sell the Hibbert Lane campus, leaving just the Buxton Lane campus in use. Tesco PLC is a British multinational grocery and general merchandise retailer headquartered in Cheshunt, Hertfordshire, England, United Kingdom. It is the third largest retailer in the world
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Develop customer service plan
Candidate’s Name | | Student ID | |
Assessor’s Name | |
Assessment Site | |
Assessment Date/s | |
The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.
You will develop a customer service plan for the simulated business ‘Innovative Widgets’. You will gather the
960 words - 4 pages
service, consistency in service performance would be valued by customers. because of this, employees have little power to make decisions in producing a product or service and the customer can thus expect identical service at any location of a particular operation.
division of labor
a feature that contributes to the production line approach's success.
the production-line approach suggests that the total job be broken down into groups of simple tasks. task grouping permits the specialization of labor skills, and the division of labor allows one to pay only for the skill that's required to perform the task. this raises criticisms of many service jobs being min-wage, dead end, and low-skill jobs
3215 words - 13 pages
For the article, “why service stinks”, please answer the following questions:
Does service really stink? What are the negative effects of reducing service to some customer? Please provide an example.
Service really stinks. Nowadays company just emphasizes on potential customer and valued customer. If you fall below on these two categories, companies rather lose you than take time to serve you. Company are smart on checking customer background based on existing information and pass transaction history. Based on the pass history can determine customer value. Companies believe that serve a value customer is easier than looking for a new customer to buying the product. Meanwhile, based on
1341 words - 6 pages
of improving business
relationships with customers, assisting
in customer retention and driving sales
Management – in short CRM
- is a customer-oriented
strategy. The company and
its processes are customeroriented. The aim is to
satisfaction and long-term
customer loyalty to the
company. This can be
achieved by an individual
A management philosophy according to which a company’s goals can
be best achieved through identification and satisfaction of the
customers' stated and unstated needs and wants.
What is CRM ?
327 words - 2 pages
Innovative widget has been operating successfully for over 50 years and it is the largest manufacturing company in Australia.
Vision of the company
* Implement and internal culture of excellent customer service
* Produce a vision and mission statement
* Implement a policy and procedures for identify customer needs
* Implement a policy and procedures for customer feedbacks
* Implement a policy and procedures for managing complaints
* Utilize the results of the RATER surveys to modify widgets standards
* Acceptable tolerance +/- 5%
* Loss of 40% of sale
Existing machineries produce 70% of widgets with
1975 words - 8 pages
BSAD 431" Technology and the customer role"IntroductionIn Canada, the service industry contributes significantly to Gross Domestic Product (GDP) and creates employment. Services are unique due to the quality of inseparability in production and delivery taking place simultaneously. More importantly, it is during this stage that the customer participates in the service process by contributing effort or information, making the customer an important part of the process. In recent years, service providers faced with high labour costs have considered alternative methods of service delivery. These alternative methods usually require the customer to participate in the service process more. Also
548 words - 3 pages
Starbucks’ challenge of meeting customer expectations could be achieved through Christine Day’s proposal to invest $40 million annually in labor in the company’s 4,500 stores. Relaxed labor controls would allow for 20 additional hours of labor for each store per week. Therefore, customer satisfaction could be improved through the increased speed of service.
Although Customer Snapshot scores were relatively high, the market research team discovered that Starbucks was not meeting customer expectations and needed a new method for analyzing customer satisfaction. To eliminate this listening gap, PG1, they polled customers to adequately assess how they could increase customers’ feeling of
1176 words - 5 pages
This is an example of where customer satisfaction goes full circle. Not only can customer satisfaction help you keep a finger on the pulse of your existing customers, it can also act as a point of differentiation for new customers.
3. It reduces customer churn
An Accenture global customer satisfaction report (2008) found that price is not the main reason for customer churn; it is actually due to the overall poor quality of customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By measuring and tracking customer satisfaction you can put new processes in place to increase the overall quality of your customer service.
I recommend you
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fi nance (the
source of customer payment options) and distribution
(the source of delivery timing and service). Second,
the scope of analysis shifts from an aggregate
view to an individual view of customer activities
and value. Third, market research shifts its attention
to acquiring the customer input that will drive
improvements in customer-focused metrics such as
CLV and customer equity.
Research and development. When a product is
more about clever engineering than customer needs,
sales can suff er. For example, engineers like to pack
lots of features into products, but we know that customers
can suff er from feature fatigue, which hurts
To make sure that
5274 words - 22 pages
The researcher will review existing literatures on customer service in the banking industry of Ghana. This chapter takes a look at the various variables that may influence important customer service amid fierce competition from the perspective of some writers and researchers. It starts with profile of the banking industry under study through to the importance and nature of the customer practices, Customer Satisfaction, Retention and Customer Loyalty, Customer Relationship Building and its practical implications for the study.
THE BANKING INDUSTRY
During the past decade, the financial sector in Ghana has undergone major changes mainly through the financial sector
588 words - 3 pages
three survey questions that measure different facets of satisfaction with a product or service. ACSI researchers use proprietary software technology to estimate the weighting for each question.
2 Customer Expectations
Customer expectations is a measure of the customer's anticipation of the quality of a company's products or services. Expectations represent both prior consumption experience, which includes some nonexperiential information like advertising and word-of-mouth, and a forecast of the company's ability to deliver quality in the future.
3 Perceived Quality
Perceived quality is a measure of the customer's evaluation via recent consumption experience of the quality of a
1472 words - 6 pages
Manage Quality Customer Service
Sheikh Usman Khalid
Explain the importance of Business Manager having a customer service policy that indicates how customer needs are identified and addressed by the business?
Business manager ensures that the customers’ needs are satisfied. Their first aim is to provide best customer service and to promote this idea throughout the organization they work for They work at various levels, from head office to the front end of the business.
• helps in developing and implementation of customer service policy for an entire organization
634 words - 3 pages
plan (ERP) will keep a constant record of all service calls received by the company, including fine details such as the nature of the call and urgency. It will also be responsible for tracking the ins and outs of an entire transaction. The distance to the customer’s vehicle, employee man hours, and any extra parts required will all be tracked by the ERP to be later calculated into a total price for the customer. The ERP will also intertwine with the customer interface system to give the customer crucial information. The service center’s inventory of the part the customer needs will be displayed when the customer is placing the order. Marketing opportunities will also be deployed.
1648 words - 7 pages
Service Quality: The Future of the Services Industry
“Why is quality such an important issue in the marketing of services? Why is quality more difficult to manage in service industries than it is in the case of physical goods? Use examples to support your answer.”
The concept of service quality is a relatively new construct in the marketing discipline which first emerged in the 1980’s when organisations began to consider quality not only in the already established manufacturing sector but in the rapidly evolving service industries sector also. Specifically defined service quality is a subjective experience which results from ‘an evaluation process in which the customer compares