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10 Great Essay Writing Tips
Knowing how to write a college essay is a useful skill for anyone who plans to go to college. Most colleges and universities ask you to submit a writing sample with your application. As a student, you’ll also write essays in your courses. Impress your professors with your knowledge and skill by using these great essay writing tips.
Prepare to Answer the Question
Most college essays ask you to answer a question or synthesize information you learned in class. Review notes you have from lectures, read the recommended texts and make sure you understand the topic. You should refer to these sources in your essay.
Plan Your Essay
Many students see planning as a waste of time, but it actually saves you time. Take a few minutes to think about the topic and what you want to say about it. You can write an outline, draw a chart or use a graphic organizer to arrange your ideas. This gives you a chance to spot problems in your ideas before you spend time writing out the paragraphs.
Choose a Writing Method That Feels Comfortable
You might have to type your essay before turning it in, but that doesn’t mean you have to write it that way. Some people find it easy to write out their ideas by hand. Others prefer typing in a word processor where they can erase and rewrite as needed. Find the one that works best for you and stick with it.
View It as a Conversation
Writing is a form of communication, so think of your essay as a conversation between you and the reader. Think about your response to the source material and the topic. Decide what you want to tell the reader about the topic. Then, stay focused on your response as you write.
Provide the Context in the Introduction
If you look at an example of an essay introduction, you’ll see that the best essays give the reader a context. Think of how you introduce two people to each other. You share the details you think they will find most interesting. Do this in your essay by stating what it’s about and then telling readers what the issue is.
Explain What Needs to be Explained
Sometimes you have to explain concepts or define words to help the reader understand your viewpoint. You also have to explain the reasoning behind your ideas. For example, it’s not enough to write that your greatest achievement is running an ultra marathon. You might need to define ultra marathon and explain why finishing the race is such an accomplishment.
Answer All the Questions
After you finish writing the first draft of your essay, make sure you’ve answered all the questions you were supposed to answer. For example, essays in compare and contrast format should show the similarities and differences between ideas, objects or events. If you’re writing about a significant achievement, describe what you did and how it affected you.
Stay Focused as You Write
Writing requires concentration. Find a place where you have few distractions and give yourself time to write without interruptions. Don’t wait until the night before the essay is due to start working on it.
Read the Essay Aloud to Proofread
When you finish writing your essay, read it aloud. You can do this by yourself or ask someone to listen to you read it. You’ll notice places where the ideas don’t make sense, and your listener can give you feedback about your ideas.
Avoid Filling the Page with Words
A great essay does more than follow an essay layout. It has something to say. Sometimes students panic and write everything they know about a topic or summarize everything in the source material. Your job as a writer is to show why this information is important.
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Customer Service Essay examples
- 5 Works Cited
Tesco's Customer Service Essay
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
Customer Service And An Organization
Many companies continuously fail in customer service satisfaction for many reasons. As service failures are inevitable, it is important for companies, especially small businesses, to capitalize on learning the importance of reducing service failure. Just as the seed is the core of the fruit, customer service is the core of an organization; its meaning is the primary function for organizations to retain business and discover new ventures. Customer service is the primary source of business-to-customer communication and in many ways, handles company issues via phone, email or on site. Without customer service, it would be extremely difficult for organizations to operate or survive effectively.
Customer Service Strategies And Organizational Goals
In order to operate a successful and profitable business, certain strategies must be put in place. One very important strategy is customer relationship management. To ensure that every customer has the opportunity to receive exceptional customer service and the ability to become a loyal customer, an organization must follow these steps. First, the organization must evaluate their current customer service strategies and organizational goals. This will help decipher strengths and weaknesses of the organization. Once the organization’s weaknesses are determined, action must be taken immediately. The weaknesses should act as opportunities, while the strengths can be used as something to capitalize off of. If an organization lacks a loyalty program, their next step would be to design one that correlates with their business model and organization goals. Once an organization redesigns their customer service strategies and customer loyalty programs, they will need to accurately apply metrics to successfully measure the value of the changes being made.
Satisfaction, Satisfaction And Dissatisfaction And Benefits Of Customer Service
Customer service is probably the most valuable intangible product that a company may sell. It may create both satisfaction and dissatisfaction. It is a process whereby a service provider offers help to the customers who need it or it may as simple as a human assistance to the customers who are dealing with the company or organization. It is a tool that an organization may use to gain loyalty from the customers besides offering good tangible products. For example, customers may expect good service when buying new apparels, but this is unlikely to be the primary factor in deciding whether to make a purchase (Businesscasestudies.co.uk., n.d.). Factors like price, comfort, style and brand are likely to be more persuasive (Businesscasestudies.co.uk., n.d.). However, a bad service can lead to dissatisfaction and discourage the buyer to make a purchase.
Week 5 Final Exam
The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.
Tesco - Customer Service Essay
Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
Customer Loyalty: Understanding the pulse of the customer and providing exceptional customer service by offering the fair measures of product policies like discounts, return policies of retailing and thus enhancing the business policies.
Importance of Customer Service Essay example
Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.
Marketing Analysis : Customer Satisfaction Essay
- 10154 Words
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.
Types of Research
Some researchers have hypothesized that there is no relationships between customer satisfactions and loyalty. Henning states that research done on relationships between customer satisfaction and loyalty would be weak and nonexistent. He critically examines the satisfaction-retention relationship and investigates customer retention based on customer perception (Henning, 1998). In Dr. Silvestro’s research customer satisfaction and loyalty do
Customer Relationship Management Essay
- 1 Works Cited
It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do
A Literature Review Of Customer Loyalty
Customer satisfaction is highly important to an organization as it leads to customer loyalty and
In today’s business setting, having an edge against rival companies can make or break you. Loyalty
Customer loyalty is probably the hardest to attain. In many typical businesses, as many as 45% of direct, new, one-off purchasers do not go on to purchase a second time (Clark). Customer satisfaction is first based on a recent experience of the product or service. This assessment depends on prior expectations of overall quality compared to the actual performance received. If the recent experience exceeds prior expectations, customer satisfaction is likely to be high (Wikipedia). Loyal employees will work with the customers making them feel welcome and the customer will be more inclined to come back to the company that treats them kindly rather than a company that ignores them or treats them poorly. As customer loyalty increases, the word-of-mouth advertising increases and people are telling their friends and family about the products and services a company provides solely based on how they were treated. With an all-around loyal business, business value increases and profits increase.
Factors Affecting Customer Loyalty
Additionally, this module explains how customer loyalty and customer satisfaction are different and why businesses need to look into customer loyalty programmes rather
Advantages Of Problems With Corporate Customer Information System
In order to build and sustain a competitive edge, service organization need to strive to maintain a superior quality of services in an effort to gain customer loyalty, hence improving customer retention rates.(Kadampully,1998)
Related Topics
- Business terms
Customer Service Essay
Customer Service Customer Service is the act of dealing with the customers needs by giving and delivering professional, helpful, high quality service and help some time recently, amid, and after the customer's requirements are met. Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such connections is subject to workers "who can modify themselves to the identity of the visitor". Customer service concerns the need an association relegates to customer service in respect to segments, for example, item development and valuing. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback. From …show more content…
In this essay, the author
- Explains that customer service means knowing the people who purchase from you and why they do as. regularly evaluate their needs.
- Advises that employees shouldn't assume that they understand your desire to welcome customers, noting the telephone, and dealing with customer complaints. instead, be specific about how they treat the general population who work with you.
- Opines that when customers have inquiries or issues, they want to be able to talk with an individual quickly. don't make them go through layers of voice message or wait for a response or determination.
- Opines that one-off feedback could be an oddity, but it's a smart thought to examine if you have territory that requires revision.
- Explains that customer service is the act of dealing with the customer's needs by giving and delivering professional, helpful, high-quality service.
- Explains that exceptional customer service is an upper hand, conveying esteem and developing client dedication.
- Explains that good customer service is a variation on the golden rule.
- Explains how a culture of customer service must be codified and how employees should be trained.
Here are four ways any business can convey world-class customer service: 1. Think about Customer Needs Before They Do Customer Service means knowing the people who purchase from you and why they do as . Regularly evaluate their needs. Is another season coming up where they have to reorder products or schedule service? Or, then again is it an opportunity to take a gander at making a move for their customers? Remind them. In what manner can your business be an accomplice or partner in helping your customer address issues? Answer that inquiry, and you'll end up noticeably basic. 2. Train Your Employees Don't assume that employees understand your desires with regards to welcome customers, noting the telephone, and dealing with customer complaints. Be particular by the way you anticipate that they will treat the general population who work with you and screen them until you're certain they have it right. Search for approaches to give your employees a measure of self-rule to take care of customer complaints or issues on the spot without always having to seek you out for
- explanatory
- comparative
- Explains customer service is measured in terms of specific performance measures, such as the percentage of orders delivered on time and complete and the number of ordered processed within the time limits.
- Explains that logistics managers must balance high customer service levels with the costs associated with them.
- Explains that the time element of customer service is viewed from both the buyer and seller's perspectives. the buyer needs to know how much time is needed for the seller to process their order.
- Explains that customer service is the strategic interface between marketing and logistics, adding value to any given product, yet it's intangible – what is it?
- Defines customer service as a process for providing competitive advantage and adding benefits to the supply chain in order to maximize the total value.
- Explains customer service at the first level is very common. it's the particular task that a firm must accomplish to satisfy the customer’s needs.
- Explains that customer service is defined as a philosophy, which includes quality management and an emphasis on making the customer happy.
- Argues that dependability is one of the most important elements of customer service.
- Explains that the time and dependability elements of customer service are intertwined in the ability of the logistics company to communicate.
- Explains that convenience combines time, dependability, and communication. it's important for a logistics company to know the market, so the company can provide the correct level of convenience to customers.
- Explains that customer service can cause a company to ‘sink or swim’ in the competitive market.
- Explains that ups' ability to offer such a massive array of services to customers sets the company apart from competitors.
- Explains customer service in terms of its definition and the elements that comprise it and how it is applied in the logistics world.
- Reviews jeff and valerie gee's book super service, which promises to bring a new upbeat approach to serving customers on the front line.
- Analyzes how super service encourages readers to see customer service from a different perspective. it is written in an easy-to-read, conversational style.
- Analyzes how super service teaches simple techniques to help you put their concepts into practice. the ritz-carlton drives this point home with their corporate motto, "we are ladies and gentlemen, serving ladies."
- Explains that the book sets out to teach us such valuable lessons as these by dividing customer service into seven steps.
- Concludes the book with several topics in "advanced customer service skills."
- Argues that having a good attitude and the right frame of mind is not inherent in one's personality, but can be learned.
- Suggests keeping a file for customers that would hold information to help remember them and their past problems or concerns.
- Recommends communicating clearly with the customer, using simple words without jargon, sticking to the point by focusing on the problem, and being honest.
- Explains the fourth key, reach agreement, to seek win-win situations and build on the customer’s proposal.
- Explains check understanding, which deals with making sure the customer understands the nature of the service they will be receiving. this concept doesn't seem to be used much in pharmacy.
- Explains that key six, take action, is basically a step to motivate you to deliver what you promise.
- Explains that key seven is entitled build on satisfaction. they advise that you focus on how interactions were handled when they went well, rather than when there were problems.
- Explains that s look at customer service from the non-typical perspective of front-line employees, but they thought there were a few things that they could incorporate to further improve their system.
- Explains how to give a birthday card to customers who are unfamiliar with medical equipment.
- Opines that it is important for people in service industries, especially those who deal directly with customers, to be aware of how these minute details affect customers' perceptions of the service and the company.
- Opines that empowering front-line employees would be beneficial to keep customers satisfied. fear is the biggest factor blocking great service, and entrepreneurs must empower employees to achieve their customer service vision.
- Explains that service recovery is an important customer service strategy for employees to understand. mistakes are inevitable due to the intangible nature of services.
- Opines that super service's take on customer service is an extremely useful tool for employees who participate in direct interaction with customers.
- Defines customer service as the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and results in positive word-of-mouth publicity and return business.
- Opines that positive communication, good body language, and listening can help identify the problem and find a solution that not only makes the customer content but follows the policies and values of the business.
- Opines that when speaking with customers, you need to make them feel like you are there to help them no matter what the cost.
- Recalls working at ynot pizza and being stumped when the lady asked if the mushrooms could be exempt from the tortellini dish because she was highly allergic.
- Explains that by avoiding negative communication and knowing how to phrase what you should say back to someone, you can make a loyal following for your business.
- Describes how they got a job working at rockefellers, where they were busy all night, when they lost electricity while the food order was cooking, and had to go back and update them on the situation.
- Explains the importance of good body language when interacting with customers.
- Describes how they've had both good and bad experiences with body language — it doesn't always convey the same message, but it holds just as much regard.
- Opines that if a customer had felt disrespected, it could have cost them four years of loyal customers.
- Explains how to be a good listener, whether you are dealing with customers face-to-face or over the phone.
- Recounts how internal distractions can be over whelming at times, and keeping an open mind while listening to a customer can become difficult.
- Explains that there are many skills and techniques to learn before a business can have excellent customer service. speaking positively, exhibit inviting body language, and listen actively are just some of the skills that need to be taught to all employees.
- Explains that mapping the customer journey helps identify customer experiences from the start to the finish in a customer service setting.
- Explains that there are many techniques used to identify service failures, such as analysis customer feedback, monitoring, and auditing the supply chain.
- Explains that a service profit chain establishes relationships between different factors that can help lead profitability of the service and growth of revenue.
- Explains that there are many different methods of measuring organisational effectiveness in the delivery of customer service.
- Explains that both good and poor customer service have impacts on a brand. brand loyalty, reputation, brand image, and revenue have similar impacts.
- Explains that customer service is valued as a competitive tool by many organisations. it gives you the ability to gain customer loyalty while meeting the customer’s expectations.
- Explains how branding can influence customers perception of an organisation and its products and/or services.
- Opines that if a business starts to establish itself in the market, other companies would follow suit.
- Opines that it's not like being transferred from department to department or person to person for one question.
- Opines that when a client has more information about the service or the product, it easier.
- Opines that businesses that deal with customers on a daily basis should have skilled employees.
- Explains that in the customer's shoes, it is easier to understand what they are going through.
- Opines that people seem to overlook how a firm treats its employees.
- Opines that if employees are not happy, then that behaviour will be reflected.
- Explains that if employees are recognized for their hard work and treated with respect, the chances of staying in the company increase.
- Explains that cogeco's reputation for customer service has received a positive rating based on all three articles. customers are at the heart of an enterprise, and what makes it unique is its blend of tangible and intangible goods and services.
- Explains that a customer service representative's duty is to help customers find the product or service that caters to their needs and wants.
- Explains that establishing relationships with customers fosters a positive reputation for the organization and creates trust and loyalty to the customer.
- Explains that clients are more likely to talk about their customer service experiences to other people. it is harder for businesses to regain customers back after they have lost them.
- Describes common complaints when calling call centre places. holding on the phone for many hours and waiting for a very long time can really displease the customer.
- Opines that being put on hold for a long time and being transferred to every department can be irritating and frustrating. with cogeco, the customer is directed to the right customer representative when they call.
- Explains that understanding and listening attentively to the customer is important to a business' success.
- Opines that working in retail entails patience and knowledge of the products in the store. customers should feel at ease when talking to a customer service representative who is knowledgeable about their products.
- Explains that quality products and services are what makes customers want to come back to an organization. if the consumer receives an item or service of poor quality, the chances of that customer coming back are highly unlikely.
- Opines that it is impossible to please every consumer; however, this is only done when majority of consumers feel that something is wrong in the way a business is being conducted or treating their
- Opines that maintaining a positive attitude has an effect on the consumer's behaviour. informing the customer about the problem and offering solutions can help the shopper feel at ease.
- Concludes that the overall impact on cogeco’s track record of customer service has been positive. forming relationships with customers is the lifeblood of a business.
- Opines that businesses will find it difficult to get the customers back. consumers are not the only people to satisfy, but it is also the employees as well.
- Explains that listening attentively to the customer's problem makes it easier to figure out the right solutions for that customer. empathy is one of the qualities that a customer has.
- Narrates how oneposting selects cogeco data services' cloud infrastructure to power its e-invoicing solution.
- Explains that great customer service requires consistency in delivering the anticipated services. however, unforeseen circumstances may occur resulting in breakdowns. understanding the effectiveness of customer relations provides the assurance needed to handle complicated service related issues.
- Explains that service recovery refers to a series of actions in which customer complaints are identified, and immediately resolved.
- Explains that service recovery helps identify negative situations, addressing and rectifying issues as they occur, and customer loyalty increases the opportunity for organizations to build upon its customer base.
- Explains that communication creates the foundation for positive customer service experiences. open lines of communication encourage customers to express their concerns, expectations, likes and/or dislikes about the services they receive.
- Explains that when an organization fails to meet the needs of its customers, it is highly likely that customers will defect, taking their business elsewhere.
- Opines that customer service breaks down when customer dissatisfaction issues linger instead of being dealt with right away. management must ensure customer concerns and issues are addressed at the fore front.
- Explains that customer dissatisfactions can be prevented by establishing strong relationships with customers. communicating creates opportunities for a merchant to become more familiar with their customers, identifying matters that are most important to them.
- Explains that as a customer representative, they have been in unpleasant situations that have required them to calm irate customers. it is their duty as csr’s to go above and beyond providing customer satisfaction.
- Explains that customer service styles are quite important when it comes to direct dealing with customers. the way in which sales persons represent products and services to customers plays a major role in the satisfaction of the customers
- Explains that communication is the first medium for dealing with the customers and the most important one. it is always stressed in the field to choose a perfect and most attractive communication style.
- Explains that while dealing with customers, they give priority to the customers in a way to promote the products or services that they are representing in order to make them feel connected with the whole process.
- Explains that the problem solving inventories are created for situations where customers want solutions from the representative. having the solution is one thing and being able to use it for the best is another.
- Explains that they have a simple problem solving inventory without any complex structure and prioritizes the most common problems with customers. they have memorized the solution to the common occurring problems so they can quickly respond to their queries.
- Explains how they separate themselves from all of their surroundings while communicating with the customers to make the communication exemplary and effective.
- Explains that customer service representatives most of the time work on calls and provide solutions to customers having problems with the products and services offered by the organizations.
- Opines that one cannot communicate effectively with a rude or selfish attitude. they prefer communicating with people and listening to their help.
- Explains that they put the most stress on the practice and the expert opinion so they evaluate themselves on a regular basis and ask for seniors’ help and opinion on how to improve their communication and customer services techniques.
- Describes sen heng electric (kl) sdn. bhd. as one of the leading consumer electronics chain stores in malaysia.
- Opines that good communication is essential and the operator hired need to be trained and educated with an efficient communication lesson.
- Recommends that every employee should introduce their name or company staff code number to customers every time they interact with them, so customers can evaluate the attitude and working performance of the staff.
- Explains that hiring more operators for customer service centre can overcome the problem of busy service line. more customers calls can be taken at the same time and reduce the number of waiting calls.
- Explains that customers complain that the operators are unfriendly and seem unwilling to serve them. if there are more operators, they can shift the time work.
- Explains microstrategy is a worldwide leader in the increasingly critical business intelligence software market. its analytics platform offered intuitive analytical tools and could handle large volumes of data without slowing down the network.
- Explains that microstrategy technology will enable executives to make fact-based decisions through interactive dashboards.
- Explains how microstrategy approaches allow divisional heads to monitor store performance and analyze multiple store functions simultaneously. external suppliers can optimize inventory levels, reduce stock shortages, and determine fast-selling items.
- Explains that operators reflect the image of professionalism of a company because they are the one who communicates with the customer and interprets customer feedback. customer feedbacks are useful to know what customers feel about the service given.
- Explains that operators that are friendly can attract more customers to do business with them, and promote their company to their friends, thus increasing company profit.
- Explains that effective communication training and education helps operators interact with customers more efficiently, better understanding customer’s needs, and able to interpret customer feedback towards them. the way they treat their customer is crucial because most customers choose the comfortable and friendly service to do business with.
- Recommends improving the quality of staff and company operating system to increase company image and revenue.
- Recommends providing communication training for all staff to teach them how to communicate effectively with customers.
- Explains that by evaluating staff attitude and working performance, we can clearly understand how our service satisfied our customer.
- Describes the benefits of hiring more operators for customer service centre to avoid over-burdened lines.
- Explains that applying shift time working schedule can avoid unfriendly treating customer, because our operators will not be too tiresome.
- Explains microstrategy's analytic platform can work in high efficiency and reduce overcome system down problem.
- Explains lawfer, m., and r. (2004). why customer come back: how to create lasting customer loyalty.
- Explains that customer service is the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue.
- Explains that the customer service line was important because it helped the company to gather feedback from customers. the it department had to generate hundreds of reports for some core business users.
- Explains their newfound knowledge of customer service and soft skills required to be the best employee possible, and how they relate to having the job of being a pharmacy technician.
- Explains that communication, building rapport, and giving feedback are just a few of the things that have changed the way they see customer service forever.
- Explains that integrity is a very important thing to have in your career, as it enhances the businesses reputation and creates loyal customers.
- Explains that pharmacy technicians have an immense amount of responsibiliy, including preparing and dispensing prescriptions under the supervision of a pharmacist.
- Explains that customer service has been around for many years. it was first introduced in the business world in stores. customer service is not a department, it is everyone's job.
- Explains that customer service is the experience delivered to the customer, the promise we keep, and the way we treat the customers.
- Opines that an apology goes a long way with customers because it shows that they care about the business. employees in the customer service industry should realize they can change lives by providing excellent customer care.
- Explains that customer service isn't about "me" meaning the employee, it's about the customer. the you, they, and we perspectives work as a team effort.
- Defines excellent customer service as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible.
- Explains that customer service in regards to culture is different from company to company as each one has different things they focus on when it comes to customer services.
- Explains that socially customer service is important because it is how a business survives and stays competitive.
- Explains that customer service is what makes a business stand out against their competitors. employees have the choice whether or not they provide inadequate or excellent service.
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Managing Customer Service Chanel
The report is based on the importance of managing customer service. The manner in which every business organisation develops customer service is analysed in the report. For the purpose of the report, two companies have been analysed belonging to the fashion industry. The companies include Versace and Chanel. These companies are reputed worldwide and have varied customer service policies. Both the companies aim at profit-making objective along with satisfying customers. Based on these,…
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Home — Essay Samples — Business — Customer Relationships — Customer Service
Essays on Customer Service
Best practices in customer service, the importance of communication in customer service, why customer service is key a company's success, an impact of service quality on customer satisfaction, the customer is always right: the issue of customer aggression, how to deal with negative reviews, the issue of customer service in united airlines, excellence in customer service, impact of customer service on consumer buying behaviour, the definition of email marketing and its importance, journal critique article reviewed: "satisfaction strength and customer loyalty", an analysis of factors impact on customer satisfaction in restaurants: case of fast food restaurants, the client experience model, reflection on the customer relationship development course, how to satisfy internal & external customers’ requirements, starbucks customers" review, the importance of motivating the staff to provide outstanding hospitality service, important service improvements to increase restaurant customers |, the analysis of the article "case study of cross cultural communication issues for filipino call centre staff & their australian customers" by alison owens, customer relationship management and customer value, customer lifetime value, consumer perceptions of artificial intelligence, erp for small and medium enterprises, the dependence of the tourism and hospitality industry on the quality of customer service, trends in telecommunication sector, overview of the prospects of consumer cooperative societies, customer-centric marketing, the importance of quality customer service for business, rph buddy service, the importance of saying 'thank you' to customers, feeling stressed about your essay.
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Know Your Customer, Essay Example
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This paper is designed as an instrument of brainstorming the target customer profile. As the executive manager, I am expected to have and deliver a clear vision of target customer groups for our new service options. This customer analysis will lay the foundation for the subsequent development of a successful marketing strategy.
Dear Colleagues,
with the recent economic developments, and given the scope of the current economic crisis, it is obvious that we have come to the point, where we need to expand the range of our customer reach. Our products are popular and recognizable, but as the firm that seeks sustained competitive advantage and wants to promote the image of continuous development and growth needs to find a new approach to customers. We have developed a broad range of service options for our customers, but who are they, those whom we want to sell our products and services? One of the most difficult tasks we face is profiling our target customer, but it is also an essential component in our gradual movement to success.
So, what are our customers’ demographic features? Obviously, these are retail firms of various sizes, but most frequently, with no less than 20 employees, which are located all over the country (mostly in large urban territories), which deal with food products and seek to expand their product range. These are also the firms that want to reduce the time they spend to find and purchase food products from the major suppliers. For these reasons, our services will target these customers to help them optimize their purchasing needs. We expect that our marketing and advertising strategies will also help us find prospective customers in rural territories, which are often in need for quality food products. However, our main focus will be on large and small urban retail outlets. We will not work with manufacturing firms but will limit the scope of our marketing strategies to those, which sell our products to other outlets or directly to customers. These customers currently provide us with more than 10% of our general profitability and have reasonable potential for development and growth.
However, because customer profiling requires that “customer characteristics cover a broad range of areas related to size, structure, buying habits, financial impact and the cost to serve the client” (Thull, 2003), we should also decide whether we will target those, who are not included into the list of our current customers but could potentially add to our profitability and competitive advantage. It appears that sometimes, small firms will prefer making smaller purchases instead of purchasing more food products at a time. The reasons of such decisions can be different. Sometimes, small firms will lack optimization mechanisms or will not possess power and resources necessary to reduce their purchasing expenses. Sometimes, smaller firms will find it more convenient to make regular smaller purchases depending on the change in customer demand. We will target firms, which possess potential for such product optimization and product flow improvement. Our services will help them develop a new vision of customer service and reduce their costs and expenses. We will not target new firms, but will instead concentrate on those, which currently work with us or used to be our customers and for some reason or other had to break these business ties.
Thus, our target customer is a medium or a large firm, located in an urban territory, and selling food products either to food stores or directly to ultimate customers. Our target customer either currently works with us or used to work with us in the past. Our target customer does possess sufficient potential for growth and development, and makes (or made) significant contribution to our profitability. This customer profile, however, would be incomplete without understanding the general psychographic of our target customer and its impact on our marketing strategies (Stone & Jacobs, 2001).
To begin with, given the relevance of information technologies in the current market situation, our target customer values the speed and effectiveness of information flows. Our target customer also values innovation and novelty in business and is open to new product and service initiatives proposed by the supplier. The target customer, whom we discuss here, fosters the development of learning culture among its employees and thus makes it possible for us, suppliers, to propose new strategies and services, which would improve its market position. Such target customer is prepared to overcome technical, commercial, and relationship barriers on its way to market success. Our target customer wants to maintain effective reciprocal relationships with the supplier and conditions that are favorable for the development of such relationships.
These, are of course, only the starting points of our customer analysis. Creating a full customer profile is impossible without contacting customers directly and asking them about their unsatisfied product needs. In the process of our marketing research, we will need to involve all company departments in the process of exploring our target customer image. For these purposes, we will have to (a) perform the detailed analysis of our current customer database; (b) identify the most prospective customers; (c) contact those who no longer work with us to determine the reasons of their silence or absence; (d) to develop an effective email survey, which current and former customers will use to help us develop a more detailed profile and to identify, what are the most urgent service needs and requirements we must meet; and (e) to develop new strategies that will improve the product flow and will make former customers return to previous cooperation with our company. We expect that our target customers will use this survey as a chance to develop new or expand the existing business relationships for the sake of our and their profitability. Apart from filling an email survey, which we send to our target customers, the latter will also be willing to participate in video, online, and usual conferences, which we organize to present and promote our service and/ product options. Given that the customers we target are open to everything new, such customers will also view these conferences as a unique chance to improve the quality of their operations.
Generally, we seek to target customers, who are learning and customer-oriented, who have experience working with our company, who have a clear vision of their product and service needs, and who want to maintain productive relationships with us.
Thank you for your attention.
Stone, B. & Jacobs, R. (2001). Successful direct marketing methods. McGraw-Hill Professional.
Thull, J. (2003). Mastering the complex sale: How to compete and win when the stakes are high! John Wiley and Sons.
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Customer Service Essays (Examples)
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Customer Service
Customer Service Effectiveness of Employee Training Programs in Customer/Employee Satisfaction and Increased Profitability Customer service is an important part of keeping a business profitable. However, in a changing business and cultural environment, it is difficult to ascertain exactly what values or features will accomplish that mission. This research attempts to identify the new aspects of the customer service-profitability equation and describe a model for effective use of employee training in creating both customer and employee satisfaction, as well as increased profitability. This research is important to the stakeholders in the equation as well, service providers/product manufacturers and the consumer. Chapter I: Introduction and Hypothesis Chapter II: Review of Literature Chapter III: Methodology References Appendices Introduction and Statement of the Problem Statement of the problem: Good customer service does not happen by accident, but rather by instruction in very specific methods of ensuring customer satisfaction, loyalty and repeat purchases. The question…
Works Cited
Brown, Carolyn M. (1998) Customer satisfaction: Turn customer data into company profits. Black Enterprise, 29 (3), October. Retrieved July 9, 2004 from www.questia.com.
Calantone, Roger J. (2000) ISO 14000: Assessing its perceived impact on corporate performance. Journal of Supply Chain Management, March 22. Retrieved July 9, 2004 from www.highbeam.com.
Customer relationship management for commercial lending: It's pivotal. (2002) ABA Banking Journal, 94 (11).
Diekmann, Frank J. (2004) The overlooked value of doing cultural due-diligence. Credit Union Journal, July 5. Retrieved July 9, 2004 from www.highbeam.com.
Customer Service Is a Fundamental Service That
Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele. Customer service tus becomes a very important facet of a good business and of growing profits. In tis paper various questions will be analyzed, suc as wat good customer service actually means, and wat defines suc service. A company will furter be selected, and will be analyzed from te viewpoint of good customer service. To begin, one must analyze wat "good customer service" means. One eard tis every day and expects it from all companies. In order to appreciate good customer service one must ave ad bad experiences, suc as customer service personnel being inattentive, unknowledgeable, or not elpful. Terefore, good customer service can be defined as wen an employee takes te time to listen to a customer's concerns by genuinely expressing interest, sympaty, and eagerness to satisfy te…
http://www1.bloomingdales.com/media/about/history.jsp
Open Mind (2011). Like No Other Store: Martin Traub's Bloomingdale's. Retrieved from http://www.thirteen.org/openmind/business/like-no-other-store-martin-traubs-bloomingdales/1402/ .
Bloomingdales.com (2011). Get To Know Us. Retrieved from http://www.bloomingdalesjobs.com/bloomingdales/about/
Customer Service Management
Customer Management Description of the Business I am going to work with a chain of sandwich shops specializing in banh mi. The concept is simple -- banh mi is a Vietnamese sandwich on a baguette. They are usually quite affordable, often coming in a price point lower than the big sandwich chains. The name of the chain is going to be Uncle Ho's Banh Mi, with a tongue-in-cheek Uncle Ho as the mascot. The banh mi is typically made with a meat -- either pate or xa xiu (roast pork) and a large helping of vegetables. Tofu can also be used in place of the meat. The meat is used sparingly, but it is full of flavor. This helps balance the sandwich, which would otherwise be mostly vegetables. That there are a lot of vegetables helps keep the ingredient cost down. A variety of condiments will also be available, ranging…
Beaujean, M., Davidson, J. & Madge, S. (2006). The moment of truth in customer service. McKinsey & Company. Retrieved April 21, 2014 from http://www.mckinsey.com/insights/organization/the_moment_of_truth_in_customer_service
Eyre, C. (2008). Sandwich growth hinges on niche groups. Bakery and Snacks. Retrieved April 21, 2014 from http://www.bakeryandsnacks.com/Markets/Sandwich-growth-hinged-on-niche-groups-report
Rogers, A. (2014). Subway: That yoga mat chemical is almost out of our bread. Time Magazine. Retrieved April 21, 2014 from time.com/59542/subway-bread-yoga-mat-chemical/
Sheppard, P. (2012). Sandwiches market -- a slice of the action. Tutor2U.net. Retrieved April 21, 2014 from http://www.tutor2u.net/blog/index.php/business-studies/comments/a-slice-of-the-action
Customer Service Ethical Marketing Customer
While this approach has been implemented by most of the economic agents, British retailer Marks and Spencer argues that the economic crisis is no excuse for the business institutions to postpone their green initiatives. They as such invested £200 million in their own ethical campaign, and they now implement it, while in the same time, criticizing other companies for having renounced their initiatives in the wake of the economic crisis. Marks and Spencer promoted messages such as the ones below: "Above all, doing the right thing is doing it today, because our planet can't wait until tomorrow" "For some retailers, green went out of fashion as quickly as it came in" These messages carried out through the ethical marketing campaign of Marks and Spencer are presented by Mark Sweney in a 2009 article in the Guardian, entitled "Marks and Spencer trumpets ethical initiatives in ad campaign. M&S's national ad campaign…
References:
Sweney, M., 2009, Marks and Spencer trumpets ethical initiatives in ad campaign. M&S's national ad campaign pushes £200m ethical plan and chides rivals for retreating from commitment to green issues, the Guardian, http://www.guardian.co.uk/media/2009/jun/12/marks-spencer-advertising-ethical-plan accessed on August 22, 2012
Vaccaro, a., 2010, Review: 12 tips for ethical marketing to the new consumer, Triple Pundit, http://www.triplepundit.com/2010/01/12-tips-for-ethical-marketing-to-the-new-consumer-book-review/last accessed on August 22, 2012
11 effective strategies Apple uses to create loyal customers. Complete solutions, familiar formats and "the cool factor" keep customers coming back, Inside CRM, http://www.insidecrm.com/features/strategies-apple-loyal-customers / accessed on August 22, 2012
Customer Service Website Marketing Plan
From a performance analysis perspective, costs of alternative support channels are first evaluated, followed by the key performance indicators (KPIs) typically used in financial services organizations to measure the performance of their online initiatives, most notably, websites. Following this discussion of performance analysis there is an analysis of resource availability and allocation of resources. Performance Analysis From a cost-per-incident analysis, the following table presents findings from Forrester esearch specifically in measuring the median internal costs companies are incurring as a result of each customer service channel. The objectives of this marketing plan specifically focus on driving user adoption while at the same time making process workflows efficient enough to attain the following best practices figures from Forrester esearch. Best Practices in Services Costs by Channel Channel Cost per Incident Annual Growth ate Telephone Web Chat Message Boards Knowledge Database and Website Source: Watson, Donnelly and Shehab (2) These best practices…
Good, Dr. Micheal. Software Usability Engineering. Digital Technical Journal, No.6, February 1988, 125-133.
Murphy, Jim. Establishing a True Source of Product Content for Competitive Advantage, AMR Research Report. Friday May 30, 2003. Jim Murphy. Boston, MA
Neilsen, Dr. Jakob. Usability 101: Introduction to Usability. Alertbox Article Series on Dr. Neilsen's website. August 25, 2006.
Retrieved from the Internet on June 6, 2007:
Customer Service it Was During
(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the evco Drug Store measured the number of complaints, to find out whether there had been any decrease in the number and to their happiness, they did find that the number of complaints against service had come down drastically, and at the same time, the number of happy and satisfied customers had increased significantly. This program of 'every customer, every time', was therefore considered to be a success, and the important thing to be learnt from this experience is the fact that is that the customer must be treated with respect and courtesy every time he…
Ball State and Hospital stress importance of customer service. 20 November, 2000. Retrieved from http://www.bsu.edu/news/article/0,1370,-1019-1476,00.html . Accessed 18 August, 2005
Best Customer Service Practices. Retrieved at http://www.inc.com/guides/cust_service/23036.html . Accessed 18 August, 2005
Brodsky, Norm. The Inspector. Inc. Magazine. November, 1999. Retrieved at http://www.inc.com/magazine/19991101/15392.html . Accessed 18 August, 2005
Caggiano, Christopher. Building Customer Loyalty, the Harley Way. Inc. Magazine.
Customer Service in C H Robinson
Training programs are also another useful means of creating employee satisfaction as they give the sense of support in the professional formation of the individual. The implementation of the reduced retail prices is only possible through processes of internal cost reduction. The first step is that of lowering the profit margin in the meaning of accepting reduced profits. Then, the organizational leaders could engage in conversations with the purveyors in order to negotiate the retail prices of various commodities or services. Premiums, bonuses or dividend payments could also be withheld for the duration of the economic crisis. Savings should be made relative to utility bills and invoices being deducted. Finally, in terms of an improved organizational perception and reputation at a global level, it is advisable for C.H. obinson to invest in a marketing campaign that promotes the company and the values to which it stands true. It would also…
Goldner, P.S., Red-Hot Cold Call Selling: Prospecting Techniques that Really Pay off, 2nd Edition, AMACOM Div American Mgmt Assn, 2006, http://books.google.com/books?id=dprsSq0pRr0C&pg=PA27&dq=customer+service+definition&as_brr=3#v=onepage&q=customer%20service%20definition&f=false last accessed on November 18, 2009
Kotler, P., Armstrong, G., Wong, V., Saunders, J., Principles of Marketing, 5th Edition, Pearson Education, 2008, http://books.google.com/books?id=6T2R0_ESU5AC&pg=PA920&dq=third+party+logistics&as_brr=3#v=onepage&q=third%20party%20logistics&f=false last accessed on November 18, 2009
About Us, C.H. Robinson Worldwide, Inc. Website, http://www.chrobinson.com/AboutUs/OurCompany / last accessed on November 18, 2009
Ford Motor Company 2008 Annual Report, http://www.ford.com/about-ford/investor-relations/company-reports/annual-reports last accessed on November 18, 2009
Customer Service in Business High
So, the level of satisfaction registered by a customer is sometimes subjective. For instance, I've had an unpleasant experience with ADIDAS, a company about which I have heard only the best. I went in to buy a pair of snickers, but I could not find the right size on the shelves, and so asked for some assistance. ut the salesman was not as eager to help as I would have liked, so I left the shop a bit disappointed. From my personal and subjective opinion I believe the following companies to have high customer service: American Apparel, Daimler-Chrysler, FedEx, Nike, Procter & Gamble and United Airlines. At the other pole of the customer service quality I tend to place ADIDAS, McDonald's, Colgate-Palmolive. Finally, I believe that there is a significant difference between customer service and customer relationship management. The first implies the actual behavior towards customers, whereas the latter implies…
Bibliography
Official Website of Service Quality Institute, http://www.customer-service.com/,last accessed on September 7, 2007
Official Website of Customer Service Manager, http://www.customerservicemanager.com , last accessed on September 7, 2007
Wikipedia, the Free Online Encyclopedia, Customer Relationship Management, September 6, 2006, http://en.wikipedia.org/wiki/Customer_relationship_management,last accessed on September 7, 2007
Customer Service at College
Customer Service at College When enrolled and even when graduated, students continue to interact with the staff regarding counseling assistance. Having a good customer service department in a college is very important as many a times it develops and shapes up a student's idea and perception regarding the institution. If there is no department which can aid the student and help him with the problem or confusion that he faces, then this will worsen the view that he would have initially had for that particular college. This can also be a reason for him to decide not to graduate from there and get a transfer to some other college which has such services and can be beneficial for the student. It is of essential importance that customer service departments should be present in colleges. It should be there to provide them with academic and career advice and what subjects to…
REFERENCES:
(1) University of Pittsburg -- Freshman Peer Counselors. Available online: http://www.fpc.pitt.edu / [Accessed on 03/09/05]
(2) Scott, S.H., and R.W. Warner - "Research in Counseling." Personnel and Guidance Journal 53(3). 1974. Pages 228-231.
(3) W.F. Brown - "Effectiveness of Paraprofessionals: The Evidence." Personnel and Guidance Journal 53(4). 1974 pages 257-263.
(4) Bean, J. P, Interaction effects based on class level in an explanatory model of college student dropout syndrome. American Educational Research Journal, 22(1), 1985,-page 61.
Customer Service at Apple Apple's Customer Service
Customer Service at Apple Apple's customer service is among its strongest features. Its innovative in-store checkout and support methods and its highly qualified staff of in-house technical support agents help keep Apple's customer service standards up to par with the high product standards cited in the company mission. Among the most important of objectives for Apple when it comes to customer service is the level of knowledge possessed by each of its customer service specialists. In-store technical support personnel are identified as Apple Geniuses and, as the article by Ernst (2013) points out, they are usually able to live up to this title when handling your customer inquiries. This is the because Apple has placed knowledge among the most important features of its collective working culture. Its effectiveness at achieving this aim may be measured by the level of customer satisfaction experienced by those completing in-store appointments or technical support…
Works Cited:
Ernst, K. (2013). BMW Looks to Apple to Improve Customer Service. Motor Authority.
Isaac, M. (2013). Microsoft Hacked, Just Like Facebook and Apple. All Things D.
Customer Service Training Manual
Customer Service Training Manual The Ultimate Beauty Center has had a relatively successful existence and share of the market in South Bend, Indiana for 12 or so years. It has its own tastefully-designed building with modern equipment and machinery, which have attracted an increasing number of customers from adjacent towns and states. From a simple slimming shop, it grew into a center with three other departments, supplementing slimming services: hair, nails and facial care. It was previously owned by a mother-and-daughter team who observed conservative business practices.. The Center has an overall personal complement of 60, serving an average of 30 customers and walk-ins daily. Because of its growing volume of clients, the owners decided to open a Customer Services (CS) department, directly under the owner., to handle public queries and information, promotional campaign, media and public relations, and internal MIS arm. This experimental CS department has been operating for…
Customer Service Evaluation How Do
81 and .77, singif8icant at the .05 level, shows that the tests while valid, are not reliable in measuring ongoing performance gains. The r with complaints for Work Sample (T) of .37 and .35 also indicate that the test is highly valid yet lacks reliability in ensuring long-term customer service levels. Work Sample (T) shows that it is only sporadically valid as well with the very low r with speed and negative values for r with error rate. The Work Sample tests are ideal for capturing applicants' ability to manage complaints yet cannot be used with any validity over other areas of their responsibilities. In conclusion these tests also need modification before they can be used "for keeps" as part of the overall methodology for hiring at the company. 3. What limitations in the above study should be kept in mind when interpreting the results and deciding whether to use…
Heneman III, H.G., Judge, T.A., & Kammeyer-Muller, J.D. (2012). Staffing organizations. (7 ed.). New York: McGraw-Hill/Irwin.
Customer Service and Database Problem
This change over would be slower, but would have produced the system-wide gap in knowledge that afflicted IBS. Outcomes Although the new system may theoretically be better, the mischance suggests that a more secure and slower process of conversion in the future will necessary to prevent further occurrences of such unfortunate and inconvenient events. Also, it is critical that the concerned customers who had to pay out of pocket expenses are assuaged of their fears that this may reoccur. Solutions Employees affected must be given a way of identifying themselves and providing their previous social security numbers and personal and verifiable criteria to the pharmacy, so it is recorded. hen doing so, they may be given a reimbursement for all proven out of pocket expenses immediately. This will ensure all employees do give data regarding their old identification numbers and social security numbers immediately, to prevent further confusion, but convey…
On the Industry." (2005) RSI: We Make Your Benefits Work
http://www.rsionline.com/Home2/Resource/ontheindustry/industry92/industry92_fs.htm
Department of Health and Human Services. (2005) "National Provider Identification Numbers Begin in 2005. http://www.cms.hhs.gov/hipaa/hipaa2/regulations/identifiers/NPI%20Dear%20Provider%20Final.pdf
Customer Service at JetBlue Airways
It is clear that when busy employees and weary travelers are treated with respect, dignity and courtesy, it can make a profound difference in how the company operates and is perceived by customers - and potential customers -- and this is how JetBlue has succeeded in adding value through these simple but important techniques. "These guiding principles have been extended to all levels of JetBlue's operation, internally and externally, and have created unique customer appeal" (Bodouva & Bodouva, 2004, p. 317). These guiding principles have also been the driving forces behind JetBlue's efforts to gain additional market share by adding value from both the customer and employee perspective. The impact of these foregoing value-added approaches has been significant and they have paid major dividends for JetBlue to date: JetBlue has made significant progress in establishing a strong brand that helps to distinguish it from the competition. It seeks to be…
Ashby, M.D., & Miles, S.A. (2002). Leaders talk leadership: Top executives speak their minds. New York: Oxford University Press.
Couldry, N., & Mccarthy, a. (2004). Mediaspace: Place, scale, and culture in a media age. New York: Routledge.
De Neufville, R. (2006). Planning airport access in an era of low-cost airlines. Journal of the American Planning Association, 72(3), 347.
De Pelsmacker, P., & Kitchen, P.J. (2004). Integrated marketing communications: A primer. New York: Routledge.
Customer Retention Strategies Creating Exceptional Customer Service
Customer etention Strategies Creating Exceptional Customer Service at Southwest Airlines Southwest Airlines continues to lead the airline industry in customer satisfaction because their business model puts customer satisfaction and maximizing customer experiences at its center. Their leadership of the industry on customer satisfaction measures has also been seen in the result of Consumer eports studies as well (Consumer eports, 2007). What sets this airline apart from others is the belief that customer loyalty will lead to more profitable growth when combined with an extensive commitment to process, system and service standardization (Hardage, 2006). Analyzing Why Southwest Excels At Customer Service Southwest Airlines' founders quickly realized that their business model must attract the mid-range and casual traveler if they were to succeed. They did not initially pursue the highly profitable business traveler as their competitors were doing at the time. Instead, the company quickly built ticketing, in-flight services, aircraft operations and…
Bernoff, J., & Li, C.. (2008). Harnessing the Power of the Oh-So-Social Web. MIT Sloan Management Review, 49(3), 36-42.
Best airlines for today's busy skies. (2007, July). Consumer Reports, 72(7), 17-19.
D'Aurizio, P.. (2008). Southwest Airlines: Lessons in Loyalty. Nursing Economics, 26(6), 389-92.
Ginger Hardage. (2006). Profile: Communicating the Southwest Way. Strategic Communication Management, 10(3), 4.
Customer Service Case Returns Refunds and Adjustments
Customer Service CASE eturns efunds and Adjustments The advantage of one retail format or channel relative to another with regard to adjustments, refunds and returns is predicated on the supporting supply chain's agility, efficiency and capacity to respond to rapid changes in demand. It is also predicated on the relative financial contributions of the products sold through one channel over another (Stock, Speh, Shear, 2006). Companies including Amazon.com, Zappos and others have successfully used adjustments, refunds and returns as a means to increase service recovery strategies online, earning a reputation for being very customer-centric and trustworthy as a result (Forbes, 2008). All of these factors determine if one retail format or channel is more effective than others in the use of adjustments, refunds, and returns. Analysis of etail Channels: Effects of Adjustments, efunds and eturns The entire spectrum of retail sales channels from click & ship, brick-and-mortar, clicks & bricks,…
Chen, J., & Bell, P.C. (2012). Implementing market segmentation using full-refund and no-refund customer returns policies in a dual-channel supply chain structure. International Journal of Production Economics, 136(1), 56.
Forbes, L.P. (2008). When something goes wrong and no one is around: Non-internet self-service technology failure and recovery. The Journal of Services Marketing, 22(4), 316-327.
Stock, J., Speh, T., & Shear, H. (2006). Managing product returns for competitive advantage. MIT Sloan Management Review, 48(1), 57-62.
customer service philosophy consists of two parts. First, the company's prices are highly competitive, and second, employees are empowered to "delight the customer." By offering these two components of highly excellent customer service, the company has set itself apart from its competitors. By offering targeted discounts and a specific philosophy for returning and complaining customers, the company has built a loyal customer base that has contributed to its prominence in the business world. At least this has been the case before internal difficulties began to affect the company's financial standing. Made for You's current strategy is to act generously towards repeat customers and those with legitimate complaints. Such generosity occurs in the form of automatic discounts for repeat customers. Legitimate complaints such as delivery delays, unavailability of requested pieces, or long waits for service are compensated in terms of discounts, charge cancellations, or upgrades. While these strategies are extremely effective…
Friedman, S.A. (2014). Ten Commandments of Great Customer Service. Retrieved from: http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm
Keys to Operating a Successful Business. (2014). The Importance of Good Customer Service. Retrieved from: http://www.hdkeys.com/The_Importance_of_Good_Customer_Service
Suttle, R. (2014). Why is Customer Service Important to an Organization? Retrieved from: http://smallbusiness.chron.com/customer-service-important-organization-2050.html
Customer Service Applications Delivered on Social Networks
Customer Service Applications Delivered on Social Networks The impact of social networks on every facet of customer relationships continues to escalate, with more companies using Twitter and Facebook to deliver exceptional customer service experiences by solving their problems quickly, clearly and transparently online (Bernoff, Li, 2008). Social networks are pervasive in their adoption today, with Facebook having more subscribers that some nations have citizens (Woodcock, Green, Starkey, 2011). This has transformed online customer service from simply a Web-based application delivered over a website to an interactive, real-time conversation with customers online (Bernoff, Li, 2008). The intent of this paper is to evaluate how Comcast and other companies in the services industries introduced the new product of online customer service over social networks to their customers, and how these changes made the businesses more profitable and stable as a result. This paper also includes a support plan for customers who choose…
Ernst, H., Hoyer, W., Krafft, M., & Krieger, K.. (2011). Customer relationship management and company performance -- the mediating role of new product performance. Academy of Marketing Science. Journal, 39(2), 290-306.
Fournier, S., & Avery, J.. (2011). Putting the Relationship Back Into CRM. MIT Sloan Management Review, 52(3), 63-72.
McCormick, A.. (2009, October). Dell boosts plans to sell via Twitter. Revolution,8-9.
Customer Service My Dear Colleagues
It must be noted though that good communication in selling should be done with all honesty. Never tell your customers with anything about your product that is not true. Remember that satisfied customers always come back. Moreover, there is a saying that "the customers are always right." Although this is not true, it is still important that you speak to your customers with respect. Even if you believe that they are not right, every misunderstanding can be resolved with proper communication. Never push your product to your customers Put yourself in your customer's shoes. Would you feel good if a customer service attendant is almost forcing you to buy his product knowing the fact that you are looking for something else or something specific? Customers do not like to be forced. A customer service attendant who forces his customers with too much "sales talk" can only result to pushing his…
Customer Experiences With Customer Service at My
Customer Experiences With Customer Service at My Car Dealer A recent visit to the service department of the local auto dealership I purchased a car from two years ago forms the foundation of this analysis. As auto dealerships rely on service departments for the majority of their revenue I thought the experience would be a mix of pure efficiency and relationship building. Previous experiences with this dealership have shown them to be not as trustworthy as I had hoped they would be as well. One of the most critical aspects of transitioning customers from being treated as members of a transaction to actually being fans is trust (Gronroos, 1994). Trust is such a critical catalyst to make a customer experience successful that technologies need to better measure and evaluate this critical component as broader CM strategies (Mitussis, O'Malley, Patterson, 2006). Going in to the dealership to get a door problem…
Gronroos, Christian. 1994. From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision 32, no. 2, (February 10): 4.
Lloyd C. Harris, and Emmanuel Ogbonna. 1999. Developing a market oriented culture: A critical evaluation. The Journal of Management Studies 36, no. 2, (March 1): 177-196.
Darryn Mitussis, Lisa O'Malley, and Maurice Patterson. 2006. Mapping the re-engagement of CRM with relationship marketing. European Journal of Marketing 40, no. 5/6, (January 1): 572-589.
Parasuraman, A, Zeithaml, Valarie A, and Berry, Leonard L. 1994. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing 58, no. 1, (January 1): 111.
Customer Service in a Food Processor Company
Organization Food Processor Company: Application of Customer Service Customer service What is done to improve the clients experience is known as customer service. Different clients have different ideas about what they anticipate from the customer interaction (Harris, 2010). The client service provider must know his clients and work hard to afford them with the best customer service (Harris, 2010). A physician calling a patient to see how he or she is feeling, a hassle free return policy, timely delivery of goods, calling a client by name, receipt look up, an up-to-date map of an area or having GPS in rental cars are just some of the forms of customer service (Harris, 2010). Other forms include: being courteous or showing a little enthusiasm; giving operating manuals and having FAQs on your website; showing your clients you care; showing understanding when dealing with customer complaints or queries; suggesting a cheaper option or…
Dimensional Research, (2013). Customer Service and Business Results: Dimensional Research.
Establish,.(2013). Customer Service Improvement Case Studies Memorandum 706.Management Consultants Specializing In Supply Chain Management.
Harris, E. (2010). Customer Service: A Practical Approach (5th Ed.). New Jersey: Prentice Hall.
MIT,. (2011). Findings from Phase 1 of the Digital Transformation Study Conducted By the MIT Center for Digital Business and Capgemini Consulting. Digital Transformation: A Roadmap for Billion-Dollar Organizations, 28-58.
How Social Media Can Help Provide Stellar Customer Service
Outline for Research Paper: Identifying Cost-Effective Strategies to Improve Customer ServiceI. IntroductionDuring a period in Americas history when so-called quiet quitting is replacing pride in workmanship and organizational loyalty in the workplace, it is not surprising that customer service has been adversely affected in the process. In response, a growing number of companies are seeking to identify cost-effective strategies that can be used to improve customer service (Gurnani et al., 2022). Because there are a number of different types of customer service strategies available and each has its respective strengths and weaknesses, it is important to determine which strategy or combination of customer service strategies are best suited to a given organizations customer service needs.A. Thesis: The purpose of this paper is to identify cost-effective strategies that can be used by organizations of all sizes and types in order to improve their customer service function.II. Definition of Customer ServiceAlthough there…
Grant, M., Drury, A. & Kvilhaug, S. (2022, April 7). Customer service. Investopedia. Retrieved from https://www.investopedia.com/terms/c/customer-service.asp .
Gunarathne, P., Rui, H., & Seidmann, A. (2018). When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry. MIS Quarterly, 42(2), 489-A10.
Gurnani, H., Singh, S., Tang, S., & Wang, H. (2022). Service Provision in Distribution Channels. Journal of Marketing Research (JMR), 59(5), 926–940.
Customer Services it Takes Examples
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the process management, also their measurement and knowledge as well as initial contact with customers, all contribute to the performance of the organization. Firms need to provide results on a consistent basis, be innovative and should respond quickly to any changes in environment for giving exceptional results and satisfying customers. Further in continuous improvement, aspects such as redesign of processes or services, upgraded technology systems, proper paperwork should be focused upon. Continuous improvement requires all firms' members to look for opportunities to improve. Overall, the continuous improvement process involves customers, leadership, employees and quality. It is the customers who determine if the firm is providing quality. They are the judges of it. The leadership is useful for setting direction of the firm.…
Brown, S.A. (1998). Breakthrough Customer Service. Toronto: John Wiley & Sons.
Buttle, F. (2004). Customer Relationship Management. Amsterdam: Elsevier Butterworth-Heinemann.
Els, W. (2003). Winning at Service. Hoboken: John Wiley & Sons.
Horrell, E. (2006). The Kindness Revolution. New York: AMACOM.
Customer Service An Ethical Issue
Business Ethics: Using Top Quality Parts Today, every business recognizes the importance of its customers to enhance its longevity. Indeed, customers, even more than investors, are responsible for the strength or weakness of a business. If the customer base is weak and relationships are not up to par, it is more than likely that the business will also suffer. For this reason, businesses have certain codes of ethics when entering into relationship with their customers to optimize these relationships. This is echoed throughout business publications, since a high sense of ethics fosters positive and high quality customer relationships. This, in turn, will create a positive image of the company among customers, who will in turn spread the word regarding the excellence of the company. For this reason, On-Time Technology Products (OTTP) cannot in good conscience succumb to pressure, even from large investors, to save expenses in unethical ways, including using…
Knauss, D. (2010, Jan. 19). The Role of Business Ethics in Relationships with Customers. Forbes. Retrieved from: http://www.forbes.com /2010/01/19/knauss-clorox-ethics-leadership-citizenship-ethics.html
Stack, L. (2014, Sep. 9). The Customer Code of Ethics: The 7 Beliefs of a great service attitude. Forbes. Retrieved from:
Customer Service Profit vs Non Profit
itz vs. Mayo Clinic When it comes to purchasing and spending, there are two things that perhaps do not always compare equally and favorably and that would be healthcare and hotels. Luxury hotels like itz Carlson stand out simply because not everyone can or chooses to stay at hotels like itz Carlton whereas everyone will need healthcare at some point. What draws these two firms together is that customer service is the epicenter of what they focus on and they do so in a way that is unique. Even with all of that, there are some clear differences between the two and it comes down to their motivations and why they do what they do. While both firms have impeccable customer service, there is clearly one firm that stands out from the two and it is for more than one reason. Analysis As noted in the introduction, both itz Carlton…
Dayaratna, K. (2012). Studies Show: Medicaid Patients Have Worse Access and Outcomes than the Privately Insured. The Heritage Foundation. Retrieved 23 May 2017, from http://www.heritage.org/health-care-reform/report/studies-show-medicaid-patients-have-worse-access-and-outcomes-the
Hartman, M. (2016). The middle class vacation squeeze. Marketplace.org. Retrieved 23 May 2017, from https://www.marketplace.org/2016/07/11/world/middle-class-vacation-squeeze
Solomon, M. (2017). 7 Ways To Improve Patient Satisfaction, Experience, And Customer Service, From Consulting In Hospitals And Healthcare. Forbes.com. Retrieved 23 May 2017, from https://www.forbes.com/sites/micahsolomon/2013/11/02/quick-truths-for-improved-patient-satisfaction-and-customer-service-from-consulting-in-hospitals-and-healthcare/#1eea6b7d7cef
Ubel, P. (2017). Is The Profit Motive Ruining American Healthcare?. Forbes.com. Retrieved 23 May 2017, from https://www.forbes.com/sites/peterubel/2014/02/12/is-the-profit-motive-ruining-american-healthcare/#2ae81cce37b9
Customer Service Perspective for Non Profits
Michael J Fox Foundation Customer Service Perspective There are three priority areas that the Michael J Fox Foundation focuses on the could also be considered the customer service perspectives for the organization (MJFF, N.d.). The first is the attempt to alter the disease in meaningful ways; preferably in something that could be considered a cure or at least significantly improve the quality of life of the patients with Parkinson's disease. This represents the top priority for the organization and they devote over half of their investment activity for this priority area. The second highest priority area for research is summarized as defining PD. One of the critical missing links in the research is the ability to understand the biomarkers of the disease (MJFF, N.d.). If scientist could better understand the biomarkers of the disease, then it would be possible to track the progression of the disease as well as have…
MJFF. (2011, December 13). Foxfeed Blog. Retrieved from MJFF: https://www.michaeljfox.org/foundation/news-detail.php?pioneering-partnership-with-mjff-drives-new-parkinsons-treatment-toward-pharmacy-shelves
MJFF. (N.d.). Our Impact. Retrieved from The Michael J Fox Foundation: https://www.michaeljfox.org/foundation/where-does-your-money-go.php?navid=our-impact
Shaywitz, D. (2015, October 5). How Too Much Knowledge Sharing Can Suppress Innovation. Retrieved from Forbes: http://www.forbes.com /sites/davidshaywitz/2015/10/05/rapid-data-sharing-can-yield-better-solutions-but-may-overlook-the-best-ones/
Changing Customer Service
Customer Service We shall, for the purposes of this paper, accept the proposition that we are moving from a culture that can be categorized as "you get what I give" to one where the customer is always right. In the real world, there are companies that do either, depending on their business model. But for the sake of argument we will assume the position of a company that is seeking to shift from the former to a more customer-centric vision of customer service. There are two elements to such a shift -- operational and cultural. Operations can be laid out in such a way that barriers to customer service that may have existed in the past are now removed, for example. Yet, because service is inherently customer-oriented, based on interactions, it is critical that the organization shifts to a customer-service-based culture. This is a massive cultural shift from an organizational…
Brady, M. & Cronin, J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research. Vol. 3 (3) 241-251.
Homburg, C., Muller, M. & Klarmann, M. (2011). When does salespeople's customer orientation lead to customer loyalty? The differential aspects of relational and functional customer orientation. Journal of the Acad. Mark. Sci. Vol. 39 (2011) 795-812.
Leggett, K. (2014). Forrester's top trends for customer service in 2014. Forrester. Retrieved March 22, 2014 from http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014
Linnenluecke, M. & Griffiths, A. (2010). Corporate sustainability and organizational culture. Journal of World Business. Vol. 45 (2010) 357-366.
Improving Customer Service on a Medical Surgical
Improving Customer Service on a Medical Surgical Nursing Unit Quality Improvment Project-Customer service on the nursing unit The hospital medical-surgical nursing unit is usually referred to as the "catch-all" department for different types of patients. This is because it includes renal patients, cancer patients, cardiac and surgical patient. It also includes other patients who do not particularly fall into any of these specialized units. The medical-surgical nursing unit is a conglomeration of all kinds of adults with all sorts of health problems and thus the nurses in this unit need to be dynamic, quick to respond and are almost on their toes at all times. Patients in the medical-surgical nursing unit are likely to develop changes in their condition quite rapidly and therefore they become more unstable even though they may have been admitted in a stable condition. This is because most patients in the medical-surgical nursing unit have unpredictable…
Amba-Rao, S.C. (1994). Human Resource Management Practices in India: An Exploratory Study. Indian Journal of Industrial Relations, 30(2), 190-202.
Dirks, K.T., & Ferrin, D.L. (2002). Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology, 87(1), 611-628.
Glickman, S.W., Baggett, K.A., Krubert, C.G., Peterson, E.D., & Schulman, K.A. (2007). Promoting quality: the health-care organization from a management perspective. International Journal for Quality in Health Care, 19(6), 341-348. doi: 10.1093/intqhc/mzm047
Judge, T.A., & Piccolo, R.F. (2004). Transformational and transactional leadership: A meta-analytic test of their relative validity. Journal of Applied Psychology, 89(1), 755-768.
Extraordinary Customer Service Is One
Jones (2000) explains that "Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be successful in the CSM strategy, each area of an organization must see that, directly or indirectly, achieving its objectives contributes to the customer's overall experience with the organization (Jones (2000)." The capacity for business growth as goals are met- if customer service is good loyal customers will begin to tell others about the company and the products and services that are available through the company (Bielski, 2002). When this occurs profit could increase and many goals can be met. Weaknesses. The weaknesses of industry as it relates to customer service are as follows; Lack of adequate customer service training/quality assurance- in many cases industry suffers because there is a lack of customer service training that is adequate enough to meet the…
Arogyaswamy, B., & Simmons, R.P. (1993). Value-Directed Management: Organizations, Customers, and Quality. Westport, CT: Quorum Books.
Bielski, L. (2002). The Rise and Fall and Rise Again of Customer Care: As We Move out of Recession, the Quest to Build More Solid Relationships Will Generate Renewed Interest in Customer Service. ABA Banking Journal, 94(8), 46+.
Denton, D.K. (2003). Empowering Intranets to Implement Strategy, Build Teamwork, and Manage Change / . Westport, CT: Praeger.
Jones, C.A. (2000, Summer). Extraordinary Customer Service Management: THE CRITICAL SUCCESS FACTORS. Business Perspectives, 12, 26.
Narrative of Customer Service Experience
This is one company that encourages the customer service representatives to develop relationships with the customers so that they can ask for individuals when and if they need to call back. I enjoyed this aspect of the job because everywhere I had worked before, we had a contact with the customers and the chances were extremely slim that we would ever hear from or speak to that customer again. There were many customers I enjoyed talking to and wished I could handle their future needs. A learned through my experience that customer service can make or break a company. Several of the things my experience has taught me include: set yourself above your existing competition (Customer, 1992). A make it difficult for new competition to get a foothold in your market (Customer, 1992)." Observations and eflections When I first began my career in customer service I believed it was a…
Customer service: back to basics is better.
Public Management; 12/1/2004; Clark, Doug
How to win through great customer service.
Canadian Manager; 3/22/1992
Hms Host Customer Service Human
The reinforcement power of this feedback loop strengthens the customer service culture to the point where it has become for HMS Host a source of competitive advantage. Another way in which HMSHost develops its customer service expertise is through its partnerships. The company utilizes these partnerships to institute a two-way transfer of a wide range of competencies, including technology, logistics and training (QSR Magazine, 2002). These partnerships allow partners like Starbucks and Burger King to contribute their own strong customer service values to HMS managers, who can in turn transfer this knowledge throughout the organization. This infusion of creativity allows for a wider range of ideas and best practices to be introduced into the organization, thereby enhancing organizational learning. The same occurred when HMSHost was taken over by Autogrill -- the parent company was able to influence customer service standards and bring in new ideas with regards to enhancing the…
HMS Host website. Various pages. (2010). Retrieved March 13, 2010 from http://www.hmshost.com
No author. (2010). Host/Hostess. Simply Hired. Retrieved March 13, 2010 from http://www.simplyhired.com/job-id/jv4ritjh67/host-hostess-jobs/
QSR Magazine. (2002). HMSHost and Burger King improve efficiency with a two-phase kitchen upgrade. QSR Magazine. Retrieved March 13, 2010 from http://www.qsrmagazine.com/articles/news/story.phtml?id=3641
Turner, C. (2009). How Etihad's marketing set new global airline standards. UTalkMarketing.com. Retrieved March 13, 2010 from http://www.utalkmarketing.com/Pages/Article.aspx?ArticleID=11214&Title=How_Etihad%27s_marketing_set_new_global_airline_standards
DVD Rental Improving Customer Service at Vista
DVD Rental Improving Customer Service at Vista DVD Rentals The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing a critical turning point that could dictate future survival or the suspension of any further business. The transformation must revolve on vastly improved customer service. As is the case for most businesses in New Zealand, customer service has come to play an increasingly important role in Vista's relevance. Consumers have come to expect a certain level of accommodation on the part of a retail or rental operation and this imposes a high level of importance on the decisions that companies make with respect to the customer experience. Essentially, customer service can be defined as the set of standards, practices and procedures that shape the customer's experience through the course of a business transaction. This denotes two primary aspects of customer service:…
Blodgett, J.G.; Wakefield, K.L. & Barnes, J.H. (1995). The Effects of Customer Service on Consumer Complaining Behavior. Journal of Services Marketing, 9(4), 31-42.
Doolin, B.; Dillon, S.; Thompson, F. & Corner, J.L. (2005). Perceived Risk, the Internet Shopping Experience and Online Purchasing Behavior: A New Zealand Perspective. Journal of Global Information Management, 13(2), 66-88.
Ennew, C.T. & Binks, M.R. (2005). The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK. British Journal of Management, 7(3), 219-230.
Lyman, A.R. (2004). Customer Service: Does Family Ownership Make a Difference? Family Business Review, 4(3), 303-324.
Develop a Plan for Improving Customer Service
Management The Challenge of Improving Upon Exemplary Customer Service: Apple, Inc. For the purposes of this task, the organisation of focus will be the international giant, Apple, Inc. Apple is an organisation and a brand with international fame conjuring instant recognition and respect from global consumers for nearly four decades. Apple has an exceptional reputation for many aspects of their business practices such as product quality, product variety, and for the paper's purposes, customer service. As the paper will demonstrate and cite, this organisation has an outstanding reputation for customer service. Apple's customer service is ranked high both nationally (domestically) and internationally. Why choose an organisation that is so far ahead of most others? It is a formidable challenge to constantly and effectively improve upon excellence; this is the task that Apple puts before itself each year, and it is the same perspective from which the paper aligns itself. Trends…
Ghobadian, A., Speller, S., & Jones, M. 1994. Service Quality -- Concepts and Models. International Journal of Quality & Reliability Management, 11(9), 43 -- 66.
Hallowell, R. 1995. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27 -- 42.
Lengnick-Hall, C.A. 1996. Customer contributions to quality: A Different View of the Customer-oriented Firm. Academy of Management: The Academy of Management Review, 2(3), 791 -- 824.
Meyer, C., & Schwager, A. 2007. Understanding Customer Experience. Harvard Business Review. Harvard Business School Publishing: Cambridge.
Emirate Airlines Customer Service
Emirate Airline Analysis What follows in this report is a review and summary of the customer services aspect of Emirates Airline. The firm in question has most certainly established a name for themselves and there is the common refrain about how adept they are. Even so, there are opportunities for them to get better and all firms should commit to a culture and mindset of continuous improvement, fettering out what problems what do exist and finding common sense solutions for dealing with the same. Regardless of what problems are found, there need to be evidence-based and realistic solutions put forth, and that shall be the goal of this report. While Emirates Airlines does a lot of things well when it comes to their customer services, they could do even better and strive to do so whenever possible. Company Summary Before getting into the minutia of what should change and why,…
Business Retail Customer Service Current
Consumers also seem to become complacent, expecting poor customer service, and not demanding anything better. In addition, many consumers who experience poor customer service do not do anything about it, they simply never return to the store, and the retailer has no idea why. etailers need to remember consumers have choices. As one retailer notes, "And that's important because no retailer sells anything that customers can't get from another retailer" (atner, 2002). In addition, online shopping, for many, is a valid alternative to local shopping, because online retailers often offer a larger variety and volume pricing, enticing consumers to order with the click of a mouse. If a local retailer offers poor customer service, it is much less of a hassle to deal with a monitor than a mouthy or rude retail clerk. atner continues, "esearchers can identify the point during a transaction when the service level is most noticed…
Editors. (2007). Eight key luxury retail trends for 2008. Retrieved 6 May 2008 from the Consumer Lab Web site: http://consumerlab.wordpress.com/2007/11/26/eight-key-luxury-retail-trends-for-2008/ .
Ratner, D. (2002). "Much ado about customer service." Retrieved 6 May 2008 from the About.com Web site: http://retailindustry.about.com/library/uc/02/uc_ratner1.htm .
Employee Customer Service Training New Employee Customer
Employee Customer Service Training New Employee Customer Service Training Plan Justify the use of a needs assessment of your company's proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies. The employees of an organization act like the 'driving force' which can either lead the organization towards success or can turn out to be the cause of its failure. A company's progress not only depends on an employee's individual performance but the way these employees communicate with the customers has its own significance. Thus, in order to run a successful organization, it is quite essential to monitor the correlation between the outcomes and the employees' input on a regular basis. To ensure employees' effectiveness, organizations usually remain concerned about training their employees. Training means a methodical intentional process of changing behavior of organizational members in a direction which contributes to…
Eisenberger, R., Rhoades, L. & Cameron, J. (1999). Does pay for performance increase or decrease perceived self-determination and intrinsic motivation? Journal of Personality and Social Psychology, 77, 1026-1040.
Gerow, J.R. (1997). Psychology -- An Introduction. 5th Edition. New York: Longman.
Hinrichs, J.R. (1976). Personnel training. In M. Dunnette (Ed.), Handbook of industrial and organizational psychology. Skokie, IL: Rand MsNally.
Miller & Osinski (1996). Training Needs Assessment. Retrieved November 18,
Hallmarks of Customer Service Excellence
Recently, there was a McDonald's employee who made an error about a customer's order. There was a slight discrepancy involved because the customer wanted a breakfast biscuit with eggs, and the employee thought that since the customer mentioned "eggs" in the plural sense she wanted two of these biscuits. However, even once the customer clarified that she wanted just one biscuit, the employee continued to stating that the customer ordered two. The employee was remiss for not admitting his mistake. He was focused on being right, when he should have been focused on satisfying the customer by fulfilling her order correctly. He should have merely admitted his mistake the first time, and corrected the order as opposed to arguing with the customer. Another time, there was a McDonald's employee working the drive-through window who was guilty of overpromising to customers. One of the customers was uncertain about which beverage to…
Internal Customer Service vs Outsourcing
Foremost, training takes employees away from their work and therefore generates reduced operational efficiency. Higher costs with benefits An outsourcing contract will be simple and clear and will generally only state the object of the contract and the sum of money to be paid at established points in time. The American company would only pay the amount of money in the contract, to the manager or representative of the foreign company. The U.S. manager will not have to deal with employees or their demands. ith internal service however, the manager will constantly have to deal with the employees and their demands. He will have to offer medical coverage, leave days, premiums and bonuses and so on. These once more increase the costs and negotiations and meeting have the ability to decrease operational efficiency. Hiring and retention costs Considering that the services to be offered to customers are a new line…
McDonnel, B.M., 2008, Contemporary Labor Economics, 8th Edition, the McGraw Hill Companies
Thompson, T., 2008, What is Outsourcing? Wise Geek, http://www.wisegeek.com/what-is-outsourcing.html . Ast accessed on December 12, 2008
New Customer Service Application on
Alliances and partnerships that enrich the customer service experience of any online self-service application are exceptionally effective across other industries as well. Conclusion The introduction and support of an online self-service application is a multifaceted and highly coordinated strategy that requires system and process integration to be successful. In addition the support for roles-based access and preferences definitions is also critically important as consumers are increasingly expecting this from their online applications and will often reject and not use those that assume a one-size-fits-all mentality in their design. Finally gaining user input and designing with consideration of their needs is crucial for change management to occur. As online self-service is part of a CM strategy in many organizations (egan & O'Connor, 2002) the marketing of the application in addition to its inherent value must both be actively communication clearly. eferences Sven C. Berger. (2009). Self-service technology for sales purposes in…
Sven C. Berger. (2009). Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption. The International Journal of Bank Marketing, 27(7), 488-505.
Campbell, D., & Frei, F. (2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Management Science, 56(1), 4-24.
Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.
Chor-Beng Anthony Liew. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131-146.
Starbucks Delivering Customer Service Starbucks
However, simply hiring more people is only a part of the solution; in addition, these new employees, as well as current employees need additional training in order to allow them to serve customers more rapidly and in a more friendly manner. These goals should be tied to a compensation/bonus program for employees if the levels of customer satisfaction in the areas of improvement are enhanced. By doing so, the needs of the firm, its customers and employees are all met, thereby fulfilling the role of an effective business entity. eferences Brown, a. (2004, August). What's Brewing at Starbucks?. Black Enterprise, 35, 25. Clark, P. (1999). Organisations in Action: Competition between Contexts. London: outledge. Culpan, . (2002). Global Business Alliances: Theory and Practice. Westport, CT: Quorum Books. John, J. (2003). Fundamentals of Customer-Focused Management: Competing through Service. Westport, CT: Praeger. Karp, H. (1998, February). Worth More Than a Hill of Beans:…
Brown, a. (2004, August). What's Brewing at Starbucks?. Black Enterprise, 35, 25.
Clark, P. (1999). Organisations in Action: Competition between Contexts. London: Routledge.
Culpan, R. (2002). Global Business Alliances: Theory and Practice. Westport, CT: Quorum Books.
John, J. (2003). Fundamentals of Customer-Focused Management: Competing through Service. Westport, CT: Praeger.
Job Task Analysis -- Customer Service Job
Job Task Analysis -- Customer Service Job Task Analysis Customer Service Position Customer Service Location: Corporate Office shifts, 8-5, 4-12 Sat/Sun -- 9am-6pm Full Time Hourly (Entry 10.00/hour, range to $14.80/hour) Position Objective Call Center Agent Preparation / Prerequisites High School Diploma or Equivalent Excellent Interpersonal Skills Working Knowledge of Basic Computer Operations and MS Word and Excel Must pass a background and drug screen Organizational Skills Ability to Multi-Task effectively Clear speaking voice and good command of English Flexible Schedule Negotiating Skills Typing skills of 25-30 wpm or greater One year experience in Customer Service or Sales Ability to problem solve and find win-win solutions Pleasant "can-do" attitude Excellent listening and empathy skills Responsibilities Work in a call center environment Maintain customer service targets Sales and Sales support Consistently meets established guidelines Effectively communicates with customers, coworkers and managers Demonstrates accuracy and thoroughness to Quality Programs Ability to service…
Managing Customer Service Satisfaction Over
To protect each party various stipulations of the agreement will define specific instances when it is valid. These different elements are important, because they are showing how these provisions are designed to safeguard both parties and provide added levels of support for a particular product / service. As a result, there are several different components that are a part of an effective service guarantee to include: they clearly state the terms / conditions, they are fair and they list the specific benefits both sides will receive. (Fabien, 2005, pg. 33) (Hart, 2000, pg. 4) (Kau, 2006, pp. 101 -- 111) Part 2 The service guarantees that we will be examining include: PG & E. And Travelocity. In the case of PG & E, they are clearly stating what customers should expect and the conditions when this agreement will not be applicable. This significant, because the guarantee is considered to be…
Service Guarantees. (2011). PG & E. Retrieved from: http://www.pge.com/myhome/customerservice/serviceguarantees/
Travelocity Price and Service Guarantees. (2011). Travelocity. Retrieved from: http://leisure.travelocity.com/Promotions/0,,travelocity%7C4818%7Cmkt_main,00.html
Fabien, L. (2005). Design and Implementation of a Service. Journal of Services Marketing, 19 (1), 33.
Hart, C. (2000). Uncovering Customer Value. Marketing Management, 9 (1), 4.
Flowcharting Customer Service Help Desk
(2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/ Kock, E., ed. (2007). ystems Analysis & Design Fundamentals. Thousand Oaks, CA: age. Mind Tools, (2012). Flow Charting. Retrieved April 2013 from: http://www.mindtools.com/pages/article/newTMC_97.htm Phone Call In Email In ystem Creates Automatic Ticket Elevated and Marked Urgent Not solved Return to customer, follow up for satisfaction Yes No Yes Cannot solve in-house Can solve in house, instruct technician Elevate to upervisor No Yes Implement olution from upervisor Is this solved? Yes Receive Product Back - Test end out to specialist; inform client of delay Arrange for unit to be mailed in -- once it arrives, tag with Ticket number Complete Ticket File Report Analyze and Address Issue Analyze and Address Issue No Elevate and Assign to Tech…
Advanced Flowcharting. (2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/
Kock, E., ed. (2007). Systems Analysis & Design Fundamentals. Thousand Oaks, CA: Sage.
Mind Tools, (2012). Flow Charting. Retrieved April 2013 from: http://www.mindtools.com/pages/article/newTMC_97.htm
Phone Call In
New Ideas for Nordstrom's Customer Service Approach
Nordstrom began as a shoe retailer, and eventually transition into a fashion and apparel department story, but all along it was the strong desire of management to provide "the highest level of customer service" with "top of the line, high quality merchandize" (Chapter 5). This paper points to the need for Nordstrom to continue to expand its great customer service, and the risks it might take in that regard. Nordstrom and Customer Services How can a great company known for exceptional customer service continue to provide that service and at the same time boost customer loyalty? Given the extraordinary measures that Nordstrom already has gone to -- and goes to -- how can they continue to provide services that go above and beyond what other upscale department stores? These are the salient questions for this paper. Ideas for continuing to provide great customer care services are provided in the following…
CNN. (2013). Nordstrom's Christmas 'tradition' keeps on giving. Retrieved September 15,
2014, from http://www.cnn.com .
Martinez, A. (2011). Tale of lost diamond adds glitter to Nordstrom's customer service. The Seattle Times. Retrieved September 15, 2014, from http://seattletimes.com .
Loeb, W. (2014). Want To See The Future Of Retailing? Check Out Nordstrom. Forbes.
Recruiting Customer Service Employees
H manager: Conducing a job analysis of a new customer service positon Job analysis Three types of techniques can be used when conducting a job analysis in the workplace of a particular position. The first, that of job observation, takes the form of a trained workplace analyst observing the employee completing his or her tasks. While for some positions this may be useful, particularly manual tasks, other jobs are more difficult to assess visually. In these cases, managers may request a work sampling (such as a representative report) or ask the employee to keep a diary or log of their work ("Job analysis methods" 2015). For a customer service job, observing might take the form of listening to selected calls fielded by existing employees in the position. The disadvantage of this approach is that it can be extremely time-consuming. Also, the trained observers can only give subjective impressions and may…
Campion, M. & Thayer, P. (2001). Job design: Approaches, outcomes, and trade-offs.
Organizational Dynamics, 71-79. Retrieved from: http://www.krannert.purdue.edu/faculty/campionm/Job_Design_Approaches.pdf
Frandsen, S. (2014). How to evaluate a customer service representative. B2B. Retrieved from:
http://www.business2community.com/customer-experience/evaluate-customer-service-representative-0813196
Quality Cost-Competitiveness Customer Service and First-To-Market Are
Quality, cost-competitiveness, customer service and first-to-market are all essential determinants to global commercial success. All sectors of the economic market are obliged to reduce costs and production times while increasing profits and market share. Ambitious organizations are turning to systems management programs such as Six Sigma or Total Quality Management to develop and maintain exceptional standards across the whole of an organization. This includes all aspects of production and manufacturing processes, as well as marketing, sales and distribution, financial considerations, employee motivation and customer service. Finally, product development in the form of a perennial portfolio of projects helps to ensure the viability of a company. The incorporation of systems management programs has become integral to the renaissance and future of an organization. Often, enterprises will combine qualities from several methodologies such as integration aspects of Six Sigma with Project Management; the very topic of consideration for this essay that examines…
(1) Anbari F.T. (2004) A Systems Approach to Six Sigma Quality, Innovation, and Project Management. Proceedings of the 7th International Conference on Systems Thinking, Innovation, Quality, Entrepreneurship and Environment (STIQE 2004). Maribor, Slovenia.
(2) Anbari F.T. (2003). An Integrated View of the Six Sigma Management Method and Project Management. Proceedings of IPMA 17th World Congress on Project Management. Moscow, Russia.
(3) Anbari F.T. (2002). Six Sigma Method and Its Applications in Project Management. Proceedings of the Project Management Institute Annual Seminars & Symposium, San Antonio, TX.
(4) Kwak Y.H., Anbari F.T. (2004). Benefits, Obstacles, and Future of Six Sigma Approach. Technovation: The International Journal of Technological Innovation, Entrepreneurship and Technology Management, 26 (5-6), pp. 708-715.
Changing the Face of Customer Service in Companies
complaint from the customer was legitimate since being a grown up who had the trust to walk into OTTP shops to purchase a laptop computer and the employee instead mimicked a child's voice while talking to her, bearing that she was confined to a wheel chair. The client was also rightfully offended for the sales representative to keep leaning on her wheel chair, causing her personal discomfort. In this event, Mr. MacGibson should unequivocally apologize to the customer on behalf of the company and of the employee who showed gross misconduct. He also needs to assure the client that the individual sales representative will be summoned and accordingly dealt with and that it is not the policy of the company, nor the habit of their employees to act in the manner displayed by Joanne. The changes that Mr. MacGibson should implement should include the overall organizational policies that should make…
Measuring Improvement in Customer Service the Use
Measuring Improvement in Customer Service The use of metrics and key performance indicators (KPIs) to measure progress in meeting and exceeding continuous improvement objectives for Customer elationship Management (CM) is commonplace in many industries. The continuous improvement goals and objectives for the CM strategies at a company of interest, Cincom Systems, are multifaceted and concentrate on measuring improvements in prospecting, selling and service strategies over time. Cincom uses a benchmarking methodology for creating a baseline of performance, and then continually measures performance gains over time across five core business units. Analysis of Continuous Improvement Objectives in CM at Cincom Cincom Systems is a 43-year-old enterprise software company with approximately 700 employees globally. It has a leadership position in the aerospace and defense, complex manufacturing and outsourcing industries. The metrics and KPIs that the company uses to measure continuous improvement for their CM systems include customer retention rates, sales cycle performance,…
Goldberg, S.R., & Godwin, J.H. (2004). Benchmarking and CRM. Journal Of Corporate Accounting & Finance (Wiley), 16(1), 71-72.
Renart, L.G., & Cabre, C. (2008). Paths To Continuous Improvement of a CRM Strategy. Trziste / Market, 20(1), 61-77.
Schneider, M. (2004). ROI on the Rise?. CRM Magazine, 8(4), 13.
Contact Our Customer Service Department at an
contact our customer service department at an Interesting Incident of My Life This is the narration of a very peculiar experience that I had a few years ago. I still don't know how much credibility I can account to it whenever I think about it, but it sure as hell gives me the spooks even up to this day. It all came to pass one cold, dreary winter night. The darkness almost stifling in its vast presence and the very atmosphere seemed to be tingling with apprehension and fear, though that could have been my own feeling of foreboding amplified by my imagination. The stage it seemed, had been set for some gruesome gothic murder or something and this is what happened that fateful night:- It must have been close to 2:00 AM when I left the party, weary and tired for all the dancing and frisking that Id done.…
Contact Our Customer Service Department at the
contact our customer service department at the Secret of the Spotted Shell is both a mystery story and a coming-of-age story. The mystery part of the plot is driven by the question of what is so special about the writing on the spotted shell of the title. The secret is apparently so terrible, it seems to have forced a young man going on a secret mission to rescue a friend in Vietnam. The novel also tells the story of a young girl who is desperately trying to create a new family for herself in the Virgin Islands. The is anxious to solve the mystery not just because she is curious about its solution, or even because her cousin is directly involved, but because she also wishes to create a sense of peace in her new home. The story begins as Wendy Williams is sent away to live with her relatives…
Contact Our Customer Service Department at in
contact our customer service department at in her essay "Social Responsibility," written in 1990, Barbara Illingsworth argues that the primarily private behavior of homosexuals and intravenous drug addicts should not be curbed, even though their behavior exposes them to AIDS, because they primarily harm only themselves. The date of the essay is significant, because history has proven her wrong. At the time of the essay, San Francisco was considering closing the bathhouses, common hangouts for homosexuals seeking casual sex, because they were perceived as an easy way for AIDS to spread among homosexual men. While this was likely true, Illingsworth argued that since they harmed only themselves, their right to behave in this way should not be curbed. Likewise, she argued that intravenous drug abusers should be allowed to continue with practices such as sharing needles because the problem remained within their social milieu. She discusses the "weak harm principle,"…
History has proven her wrong. Some of the men frequenting bathhouses were bisexual. They came home to wives or female lovers, and spread AIDS to them. Intravenous drug users were often heterosexual. They would be sexually intimate with a non-infected partner, and infect the partner. At the close of 2002, some reports show AIDS spreading faster among women than men. Sexual preference is no longer much of a protection against AIDS unless one is a completely non-heterosexual Lesbian who never uses drugs. Illingsworth also ignored the financial burden taken on by society to care for those infected by the AIDS virus if the people could not pay for the treatment themselves.
Illingsworth's main argument, that these groups of people risked only themselves, wasn't accurate. In addition, the idea that a group of people should be allowed to pose a risk to greater society because society has been unfair to them in some way, makes the two groups sound helpless and unable to assert for themselves.
Closing the bath houses wouldn't have curbed AIDS in all likelihood, because sexual drive is a powerful one, and people would have found a way to be together. However, by educating these groups about condoms and clean needles, many lives were saved. To ignore the risk to lives because of social slights seems a very weak argument.
Supply Chain and Customer Service
Supply Chain Management The proposed changes will hopefully improve customer service, but will also focus on improving the integration between the different units, so as to put a common front for the customer. Moreover, the changes will begin to modernize the system for tracking inventory. The reason that the customers expect to be able to track their orders every step of the way is because that is fairly common technology. Thus, a move to RFID and other technologies that facilitate real-time tracking, along with adopting a common technology platform, will serve the company's needs in a number of ways. First, the customers will receive the tracking information that they want, and should expect from any company in 2015. This will resolve the company's major customer service issue, and thus should help to improve its customer service scores overall, which are presently being dragged down by the technological inferiority in the…
Intentionally Bad Customer Service
Decor My Eyes Bully retailer of eyeglasses Thrives on threats, intimidation and bad publicity Widely accused of defrauding customers monetarily and/or through fake goods (Segal, 2010) Who are the stakeholders Employees of Decor my Eyes Owners of Decor my Eyes Current Customers Prior Customers Credit Card Companies/PayPal f. Legitimate owners/retailers of brands being sold by Decor My Eyes (Business Dictionary, 2016). Interests of Stakeholders Threats levied by people with Decor My Eyes Fears for Safety Being sold fraudulent goods Being sold no goods at all Not being able to get refund/exchange f. Desire for prosecution of Decor My Eyes for threats g. Desire for Prosecution of Decor My Eyes for fraudulent goods h. Desire for Prosecution of Decor My Eyes for financial deceit/theft (Business Dictionary, 2016). Laws/Violations that Apply to this matter a. Threats against customers b. Financial fraud with credit card companies or other financial institutions (e.g. Decor My…
Business Dictionary. (2016). What is a stakeholder? definition and meaning. BusinessDictionary.com. Retrieved 13 February 2016, from http://www.businessdictionary.com/definition/stakeholder.html
DeMers, J. (2014). No, The Customer Is Not Always Right. Forbes.com. Retrieved 13 February 2016, from http://www.forbes.com /sites/jaysondemers/2014/09/02/no-the-customer-is-not-always-right/#340840c537de
Segal, D. (2010). For DecorMyEyes, Bad Publicity Is a Good Thing. Nytimes.com. Retrieved 13 February 2016, from http://www.nytimes.com/2010/11/28/business/28borker.html?_r=0
Customer Relations Service Comparisons There Are
This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves. Let us now look at another airline from the list. Delta Air Lines chief customer service…
American Airlines adds extra feature and more self-service machines" (16 September, 2005)
Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005
Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline
Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361 . Accessed 7 October, 2005
Customer Centricity - Literature Review
Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988). Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988). There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have…
Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.
Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.
Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.
Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.
Service Quality of Singapore Airline
Service Quality of Singapore Airline The focus of this work in writing is the examination of the SERVQUAL model as it applies to a case study of Singapore Airlines in regards to service quality and the application of a conceptual model of service quality. This study will additionally explain the gap in service quality between firm and customer. The work of Prayag and Dookhony-Ramphul (2010) report that the SERVQUAL model "is still the most widely used scale for measuring service quality. The SERVQUAL scale has been applied to airlines, hotels, financial services, health care, and the public sector." (p.3) uttle (1995) reports that SERVQUAL makes provision of a technology "for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and erry, have further developed, promulgated and promoted the technology through a series of publications." (p.8) It is reported that the AI/Inform…
Buttle, F. (1995) SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing 30,1. Oct 1994.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1985), "A conceptual model of service quality and its implication," Journal of Marketing, Vol. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1986), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality," Report No. 86-108, Marketing Science Institute, Cambridge, MA.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1988), "SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality," Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Service and Marketing Customer Point-Of-View
Customer Service and Marketing Customer Centric usiness The customer-centric business model is a necessary hybrid delivery system of goods and services in today's business environment. With the advent of the Internet, and e-business, customers are no longer limited by traditional geographic parameters for their purchase choices. Other factors which established boundaries to the consumer's choices, such as limited knowledge of purchase options, and time constraints, or the inability to travel, and research options before making a purchase choice have been dissolved. Today's consumer is driving the marketplace in much more powerful ways, since he or she can sit at a desktop computer, and become aware of the options, prices, and product selection in minutes. Armed with this power, the retailer, or provider of good and services that are not also in touch with the advancing level of consumers desires will be left with full shelves, few customers, and falling revenues.…
Almasy, Erich. Building a Customer-Centric Organization. 2000. Mercer Management Conculting. Accessed 12 Dec 2002. http://www.mmc.com/views/00winteralmasy.shtml
Drucker, Peter. (1982) In Search of Excellence. SanFrancisco: HarperCollins.
Ryan, Janet. Creating a Customer-Centric Online Business. 2001. Clickz.com. Accesses 12 Dec 2002 http://www.clickz.com/res/analyze_data/article.php/843481
Service Operations Management Report Mccarran
While this paper focuses on process-centric improvements to McCarran, the research completed for this paper highlights the critical need for an all-encompassing IT architecture that allows for data to support both processes as thoroughly as possible. Figure 3: Combining the Check-in and retailing processes for greater efficiency Luggage and Baggage Process Improvements Another major area of process improvement McCarran needed to focus on was luggage and baggage handling. The airport had been losing between 10% to 30% of all bags, leading to high levels of customer dissatisfaction and many manual processes attempting to compensate for the confusion around this broken process. Relying on Radio Frequency Identification Devices (RFID) McCarran piloted several programs for baggage tagging, management and retrieval using the RFID standard. In the retail industry, Wal-Mart has been a pioneer in establishing higher levels of performance in logistics and supply chain performance using RFID, and McCarran's many efforts have…
Joustra & Dijik (2001) - Paul E. Joustra and Nico M. Van Dijk. SIMULATION OF CHECK-IN AT AIRPORTS. Presented Proceedings of the 2001 Winter Simulation Conference B.A. Peters, J.S. Smith, D.J. Medeiros, and M.W. Rohrer, eds. http://delivery.acm.org.l/10.1145/570000/564271/p1023joustra.pdf?key1=564271&key2=2390578611&coll=portal&dl=ACM&CFID=11352431&CFTOKEN=77150947
Liu and Wang (2006) - Integrated RFID Data Modeling: An Approach for Querying Physical Objects in Pervasive Computing IBM Silicon Valley Lab and Siemens Corporate Research Princeton, NJ, USA CIKM'06, November 5-11, 2006, Arlington, Virginia, USA.
Study in Contrasts (2006) - A Study in Contrasts: The Evolving SOA Strategies of IBM And Microsoft Thursday, October 05, 2006: Dennis Gaughan. AMR Research. Article.
Service Fairness in CRM in
Time Warner approaches the issue of returns and service adjustment through a series of escalation paths and programs. These are the first step in averting any potential need for service recovery. When the service disruption is their fault or the fault of weather-related causes the company, Time Warner is quick to provide a refund or at least a credit for lost service. This is consistent with the concept of reciprocation and respect for customers as well (Thanh, 2007). Time Warner is less apt however to provide a refund or credit if there is a conflict with a customer over the quality or latency of a signal over time. This is unquantifiable from a Time Warner standpoint, but very real to a customer. The divergence between what quality level Time Warner thinks it is delivering and it actually is from a customers' perception causes the majority of churn in their customer…
Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007.
Seiders, Kathleen, & Berry, Leonard L. 1998. Service fairness: What it is and why it matters The Academy of Management Executive. Briarcliff Manor: May 1998. Vol. 12, Iss. 2; pg. 8
Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G. Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323.
Dang, Dan Thanh, 2007. Tenacity more help than warranty. The Baltimore Sun Tribune Business News. Washington DC.
Service Quality Research the Research Discussed in
Service Quality esearch The research discussed in this paper is based on the application of the SEVQUAL model to the restaurant sector of the hospitality service industry. The SEVQUAL model was developed in 1985 and has been refined since for use in the service industry. In contrast to goods, service quality has been difficult to measure because of the intangibility, variability and heterogeneity of the service. Moreover, the service quality depends on the interaction between service provider and consumer. The SEVQUAL model was developed to overcome these limitations. The research articles discussed in the following sections were all conducted to apply the model in the restaurant sector to evaluate the service quality of various kinds of restaurants. In addition to the SEVQUAL model, another useful model is the DINESEV model which has also been used by a couple of the researches discussed in this paper. The researches discussed in this…
Chow, I.H., Lau, V.P., Lo, T.W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. Hospitality management, Vol. 26, pp. 698-710. Accessed from www.sciencedirect.com
Fitzsimmons, J.A., & Fitzsimmons, M.J. (2006). Service management. 5th ed. Tata McGraw-Hill.
Fu, Y., & Parks, S.C. (2001). The relationship between restaurant service quality and cnsumer loyalty among the elderly. Journal of hospitality tourism research, Vol. 25, pp. 320-336. doi: 10.1177/109634800102500306.
Grigoroudis, E., & Siskos, Y. (2009). Customre satisfaction evaluation: Methods for measuring and implementing service quality. Springer Publications.
Customer Service Effectiveness of Employee Training Programs in Customer/Employee Satisfaction and Increased Profitability Customer service is an important part of keeping a business profitable. However, in a changing business…
Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele. Customer service tus becomes a very important facet…
Customer Management Description of the Business I am going to work with a chain of sandwich shops specializing in banh mi. The concept is simple -- banh mi is…
While this approach has been implemented by most of the economic agents, British retailer Marks and Spencer argues that the economic crisis is no excuse for the business institutions…
From a performance analysis perspective, costs of alternative support channels are first evaluated, followed by the key performance indicators (KPIs) typically used in financial services organizations to measure the…
(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if…
Research Proposal
Training programs are also another useful means of creating employee satisfaction as they give the sense of support in the professional formation of the individual. The implementation of the…
So, the level of satisfaction registered by a customer is sometimes subjective. For instance, I've had an unpleasant experience with ADIDAS, a company about which I have heard only…
Customer Service at College When enrolled and even when graduated, students continue to interact with the staff regarding counseling assistance. Having a good customer service department in a college…
Customer Service at Apple Apple's customer service is among its strongest features. Its innovative in-store checkout and support methods and its highly qualified staff of in-house technical support agents…
Customer Service Training Manual The Ultimate Beauty Center has had a relatively successful existence and share of the market in South Bend, Indiana for 12 or so years. It…
A-Level Coursework
81 and .77, singif8icant at the .05 level, shows that the tests while valid, are not reliable in measuring ongoing performance gains. The r with complaints for Work Sample…
This change over would be slower, but would have produced the system-wide gap in knowledge that afflicted IBS. Outcomes Although the new system may theoretically be better, the mischance…
It is clear that when busy employees and weary travelers are treated with respect, dignity and courtesy, it can make a profound difference in how the company operates and…
Customer etention Strategies Creating Exceptional Customer Service at Southwest Airlines Southwest Airlines continues to lead the airline industry in customer satisfaction because their business model puts customer satisfaction and…
Customer Service CASE eturns efunds and Adjustments The advantage of one retail format or channel relative to another with regard to adjustments, refunds and returns is predicated on the…
customer service philosophy consists of two parts. First, the company's prices are highly competitive, and second, employees are empowered to "delight the customer." By offering these two components of…
Customer Service Applications Delivered on Social Networks The impact of social networks on every facet of customer relationships continues to escalate, with more companies using Twitter and Facebook to…
It must be noted though that good communication in selling should be done with all honesty. Never tell your customers with anything about your product that is not true.…
Customer Experiences With Customer Service at My Car Dealer A recent visit to the service department of the local auto dealership I purchased a car from two years ago…
Organization Food Processor Company: Application of Customer Service Customer service What is done to improve the clients experience is known as customer service. Different clients have different ideas about…
Business - Marketing
Outline for Research Paper: Identifying Cost-Effective Strategies to Improve Customer ServiceI. IntroductionDuring a period in Americas history when so-called quiet quitting is replacing pride in workmanship and organizational loyalty…
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the…
Business Ethics: Using Top Quality Parts Today, every business recognizes the importance of its customers to enhance its longevity. Indeed, customers, even more than investors, are responsible for the…
itz vs. Mayo Clinic When it comes to purchasing and spending, there are two things that perhaps do not always compare equally and favorably and that would be healthcare…
Transportation
Michael J Fox Foundation Customer Service Perspective There are three priority areas that the Michael J Fox Foundation focuses on the could also be considered the customer service perspectives…
Capstone Project
Customer Service We shall, for the purposes of this paper, accept the proposition that we are moving from a culture that can be categorized as "you get what I…
Research Paper
Improving Customer Service on a Medical Surgical Nursing Unit Quality Improvment Project-Customer service on the nursing unit The hospital medical-surgical nursing unit is usually referred to as the "catch-all"…
Jones (2000) explains that "Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be…
This is one company that encourages the customer service representatives to develop relationships with the customers so that they can ask for individuals when and if they need to…
The reinforcement power of this feedback loop strengthens the customer service culture to the point where it has become for HMS Host a source of competitive advantage. Another way…
DVD Rental Improving Customer Service at Vista DVD Rentals The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing…
Management The Challenge of Improving Upon Exemplary Customer Service: Apple, Inc. For the purposes of this task, the organisation of focus will be the international giant, Apple, Inc. Apple…
Emirate Airline Analysis What follows in this report is a review and summary of the customer services aspect of Emirates Airline. The firm in question has most certainly established…
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Customer service management has always been a concern for many businesses. It is becoming a bigger issue, as many organizations realize the advantages of managing the relationships with customers. The benefits of good customer service management will increase, as an organization begins to provide effective and efficient customer support. Small and large organizations should embrace the importance of developing a good rapport with customers. It is always helpful to stay informed on the latest techniques that can enhance one’s abilities to develop a valued relationship with customers.
Great customer service is vital to support the long-term growth of a business. Good customer service is the lively hood of any organization. Many companies have sales and offer many discounted promotions to bring in new customers. This type of strategy is great and works good, but unless those same customers want to continue to do business with your organization, the business will not thrive. Good customer service will bring repeat and referral customers.
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If a customer leaves an organization with a positive experience, they will pass it along to others.
Referrals are great for a company; it means that a customer has gained trust in the business and thinks well of them enough to tell another about their product or service. (McNair, Perry, 2000). A vital aspect of managing great customer service is being able to form a relationship with the customer. When attempting to form a relationship it is important to be watchful of what is said and not said. If a business fails to form a relationship with a potential customer, they will potentially loose business to someone who has left an Impression.
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Being courteous is one great way to leave a lasting impression. A few key practices will help ensure a business is on the right track with providing great customer service. (McNair, Perry, 2000). A business should always answer the phone. The speaker on the other line should make sure to say the name of the business, so the customer will be sure they contacted the right business. If the person at the business does not clearly state the business’ name while answering the phone ,it can make the customer unsure and uneasy. It could possibly make them feel they are being deceived in some way.
An organization should not let the customer believe they are going to receive services that the organization can not provide. A business should be reliable. Reliability helps build a trusting relationship. If any portion of an agreement changes between a business and a customer the client should be notified immediately. This shows the customer that the business is being up front and keeping them informed. If an agreement is broken, with no fore warning the trust is also broken with the customer. Organizations should always listen to their customers.
It is important to find out exactly what the customer wants. When a business does not listen to their customer, the consumer will leave that establishment without their needs being met. By listening to the customer, the business can give appropriate responses and suggestions to make a good decision of what would be best for that particular consumer. Customers have different needs, and a big part of customer service is knowing how to serve the consumer. (Zemke, 1998). Providing good customer service also means dealing with complaints.
Complaints let a business know what areas they can improve on. If a customer is dissatisfied with a product or service, it is vital to discuss the situation with the customer. Talking with the customer lets the business know where it went wrong, how it can do better and how to rectify the situation with the dissatisfied customer. It is also critical to keep one’s composure. It is easy for a complaint to create tension between the business and the customer. It is important to stay calm and reassure the customer that the business can make right, what went wrong.
( Boden, 2001). When dealing with an angry customer it is important to know the answers to the questions they have. This will help lower any hostile behavior they have towards the you, because they see you are trying to help. The customer wants their problem solved right then. If you can’t solve their whole problem, just trying to help them will ease their anger. If they see you as making a genuine effort on their behalf, they are much less likely to be hostile towards you personally. (Boden, 2001). Customers want to feel they have choices and alternatives.
They do not want to feel helpless, or trapped, or at the mercy of the “system”. If choices were offered to customers whenever possible, that would prevent or ease tensions with the individual or business. There are always choices to offer. Customers respond positively to being offered choices. It lessons their sense of helplessness. One of the most important things an angry person wants, is to be acknowledged. People want to feel you are making the effort to understand their situation, and their emotional reactions to it.
Often, the simple act of acknowledging that a person is upset will help to calm them down, provided the acknowledgment is phrased and “toned” correctly. The most common error employees/businesses make when dealing with an angry client is to ignore the feelings being expressed. They tend to overlook what the client is telling them and shift immediately into a problem-solving mode. Unfortunately, customers perceive this approach as uncaring, unfeeling, and unhelpful, thus intensifying their anger. It is mission critical to acknowledge expressed emotions.
Managing good customer service also entails being helpful to customers, even if there is no potential gain from aiding them. Once that customer has been helped by that business, they will have an imprint of that in their mind. The next time they do need that product or service they will remember the helpfulness of the business even thought they did not profit from then. (Zemke, 1998). It is also important to train the staff to always be helpful to the customers, courteous to anyone they speak to, and knowledgeable about their product or service.
It is a good idea to explain to the employees what it means to provide good customer service. Over time good customer service will bring new customers and keep the existing ones. Even if blunders happen with a customer, good customer service can fix the problem such as, being late for an appointment with a customer. (Zemke, 1998). Being late for an appointment or meeting with a customer is not a good thing, but there are situations where you are delayed due to circumstances beyond your control, or, because you needed to do something for the benefit of the customer.
It is crucial to always apologize after being late. It lets the customer know that you are sincere and care about them. It also demonstrates concern for the customer’s time. After explaining the reasoning for being late it is good to offer the customer a choice of weather or not they need to reschedule. Even thought the individual made a mistake, good customer service can still be provided. (Bacal, 2004). An individual may also have a situation where they are helping one customer and a second customer comes and interrupts the conversation. This is a very hard position to be in.
Even though one customer came before the other, both of them need to be treated equally. The first priority is always the first customer that had your attention. Limit the conversation with the second customer and keep it brief, while reassuring the customer that they will have your attention soon. If the question can be answered in a 3 second answer such as yes or no, then that is okay. There is no reason to make a customer wait five or ten minutes for a one-word answer. (Bacal, 2004). Customer service is not only for customers. It is always to be used within an organization. Employees are also customers.
They are called internal customers. An internal customer is anyone within an organization who at any time is dependent on anyone else within the organization. Customer service is a company issue. It is not just one department’s responsibility. Good customer service within an organization understands that everybody supports everyone in the company. (Zemke, 1998). If a company supports each other by practicing good customer service skills within, they probably are or will become a company with an excellent service reputation. Everyone within the organization has an affect on the outside customer.
Companies that practice outstanding customer service find it is easier to attract and keep customers. Companies that practice outstanding internal customer service find it easier to attract and keep good employees. Employees who practice outstanding internal service find it easier to keep and enhance their careers. The value of a customer is priceless. It is important to spend time and have a relationship with them, so when they need a certain product or service they will choose your business over another’s. It is also vital to spend money on attracting new customers, but also working hard to keep the existing ones.
To maintain good customer service businesses should always make sure they address customers wants and needs. If a customer is satisfied they are guaranteed to return. deals with clients must have the authority to handle complaints. References Bacal, R. ( 2004). Perfect Phrases for Customer Service. McGraw-Hill Boden, A. (2001). The Handling Complaints Pocketbook. Management Pocketbooks LTD Ford, L. , McNair, D. , Perry, B. (2000). Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer’s Expectation. Adams Media Coorporation. Zemke, R. (1998). Best Practices in Customer Service. HRD Press.
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Wondering what a customer service essay is. The primary purpose of such an essay is to form strong relationships with the customers. It aims to bring customers back by telling them how important they are. These essays usually tell the customers about the steps an organization takes to ensure that their customers are satisfied. A good structure also plays an integral part in the quality of the essay.
The Proper Structure For Your Essay
A high-quality essay must follow a proper structure. Always remember that your professor is not only looking for reasonable arguments. He is focused on the way you structure these arguments in the research paper. Below let's discuss some key components of a strong essay structure:
The First Paragraph
First impressions always last. Even if you are on your first date, you always start with the best form. Similarly, a good customer service essay must also have an amazing introductory paragraph. Try to use strong and captivating vocabulary when starting the essay.
But don't just start the essay with specific information. Most students use a funneling approach in the introduction. Start with general information about the topic and gradually tone down to the specifics. This will give a professional feel to your essay, and your professor will be impressed.
Let's look at an example. For instance, if your professor requires you to write a customer service essay, explain the different types of customer support techniques. Then you can focus on the method that is dominant in many organizations.
Introductory paragraphs are generally short. An introduction must not be more than 10% of the entire essay.
The second and probably the most crucial part of the essay is the body. It might be a good idea to take a piece of paper and note down all the important arguments you want in the essay. Now you have a clear line of what you want to write, and the writing process will be smooth. Allocate one paragraph for each of your points so that clarity might be achieved in the document. Try to start with the most compelling arguments and end each section with the line that connects the next one.
For instance, if you are writing about the key aspects of effective customer service, some topics of arguments might be:
- Customer Loyalty;
- Customer Satisfaction;
- Customer Expectations;
- Customer Complaints.
The main body paragraphs, like the essay, follow a specific structure. Start the paragraph with a significant point to discuss and eventually lead up to the thesis statement. Try to use strong vocabulary and avoid any fillers. Students are tempted to add unnecessary information in the main body to increase the word count. Always avoid this habit because this might lower your essay quality. Put to keep the text concise and to the point. Professors love an essay that is not too wordy and clearly defines every argument.
Lastly, avoid using repetitive sentences. If you have already discussed a certain point, no need to repeat it several times. This looks highly unprofessional. Try to make the words as catchy as possible and avoid grammatical mistakes.
The conclusion is the last part of your essay. Make sure that the last paragraph does not contain any new arguments. It should only reignite your thesis statement and have your point of view. The purpose of a concluding paragraph is to summarize the entire essay. It must be a short paragraph and squeeze all the main arguments to complement the whole text.
Conclusions are great when they use catchy words that fascinate the reader. For example, if your essay revolves around customer relationships in customer service, try to conclude something that gives your point of view. Try to end the essay on a good note that makes the reader satisfied. Cliffhangers are not advisable as they leave ambiguity in writing.
Try to use sentences that give a more significant meaning in a short space. Your professor has to check hundreds of essays. He might frown at wordy sentences and mark the essay as poor.
Bibliography
Using references in an essay is very important. Term papers are generally complicated essays. They require backing up of each fact and figure that you aim to discuss. To prove that the information acquired comes from a credible source, having a separate bibliography section is extremely important.
Adding references improves your research credibility and shows the professor that you put into finding good and accurate information for the essay. You might also include in-text citations in the paper to make it more accurate. Some common types of referencing styles are:
Check Out Our Sample Works
Dedication. Quality. Commitment. Punctuality
Tips To Write Customer Service Essay
After the structure is on point, let's focus on some other tips that might help you write the perfect essay.
Try To Be Confident In The Essay
No one likes loose and watery arguments. If your essay is a customer service one, act like a customer service representative. Try to convince the new customers (people reading your essay) to believe every word you say. A good article will contain arguments that are easy to understand and unambiguous. If you are writing about a service provider, try to make the text strong and captivating for the reader.
Sound Customer Service Strategies
In writing a customer service essay, there is a lot of thinking involved. You have to come up with different strategies like customer care plans and many others. Try to keep a clear head and aim in the retention of the audience. This will take your essay to the highest moon and impress your professor.
Untangle The Complex Structure
Essays on customer service might be too complicated. If your professors ask you to write on a certain firm's quality customer service, it might be hard to grasp every aspect of customer support. Untangle this web by breaking down the information into small parts. Once you understand the structure completely, write in one go. You might find it helpful to address the internal customers and highlight how the company might gain loyal customers in the end.
Why You Need Customer Service Essay Help
College is once in a lifetime experience. Try to live it to the fullest by making memories with friends. However, these hard customer service essays might get in the way of your fun time. This is why a writing service is extremely important for a college student.
The best part of these writing services is that they hire expert writers from all over the world to look after your writing needs. If you need any help whatsoever, they are at your service. Secondly, you might be preoccupied with other subjects, and writing a customer service essay might take up a lot of time that you don't have.
A writing agency will take all your worries away and produce an essay that will fetch you a decent grade. Many of these services are well-reputed and guarantee a particular grade in your essay. Customer service also helps saves time. You can sit back and relax while someone else is completing your work. No more overburdening deadline and no more stress.
You also need customer service help because most of your essays might be too complicated. Many professors demand complicated essays that include the calculations for potential customers and market share for the essay. It is difficult to conduct such hectic research. That's why you should leave the work to the pros.
Why We Are Your Best Choice
You say why us, we say try us! Our company is one of the most well-reputed writing services of all time with a strong grasp of its customers' needs. It has an excellent customer service level, which means that our writers will be in constant contact with you all the time. We guarantee plagiarism-free content that will be 100% unique. The essaywritingservice industry is vast, and it contains tons of fake writing services out there to make a quick buck. Steer clear of such websites and come to us
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So what are you waiting for? Just go on the internet and connect with us. Our excellent customer service will get back to you instantly and eliminate all your essay worries.
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