Customer Service - 2488 Words

Customer Service Research Paper Before I get into further analysis of my own personal experience, I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent, smaller businesses have the advantage of selecting employees that possess excellent customer service know how and capabilities. The customer service department should also be extremely familiar with the inventory, services, and policies entailed in the store.†¦show more content†¦A good idea is to ensure the customer that methods will be taken to prevent this problem from happening in the future. Employees can make a difference if the customer feels that they are making a difference on the business. Many companies learn that ef fective service recovery heightens customer loyalty. It costs approximately five times as much money to acquire an existing customer then it does to keep an old one. Without using these methods, I have found that there are many approaches that make the customer angrier than they were in the first place. One of the best is telling the customer how important they are and how much this call means to the company, and then letting the customer sit on hold forever. It is even better when it is just a recording that interrupts the annoying elevator music on the phone repeating over and over that this call is important to us, remain holding. If this call is so important, why am I on hold for an hour? A business can always keep transferring the customer to different departments, and each department can redirect them. This will make the customer become angry at all of the departments and not just one employee. At least with one employee, the customer may not feel the whole company is unqualified and not helpful. Making the customer explain their problem over and over makes them angrier and angrier. One of the best ways to make a customer irate is to putSho w MoreRelatedCustomer Service2541 Words   |  11 Pagesï » ¿Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respectiveRead MoreCustomer Service Services And The Service Sector2162 Words   |  9 PagesSince+ the global economy embraced customer service, issues regarding levels of customer service have become more prominent in service organisations. Even now there are organisational managers with no training or knowledge of how organisations in the service sector require a high level of customer service. This is ignorance of the fact good customer service can create a competitive advantage; increase profit; efficiency; and increase staff a nd customer retention and satisfaction. Based on comprehensiveRead MoreCustomer Service And An Organization1445 Words   |  6 Pagescontinuously 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 andRead MoreCustomer Service Essay641 Words   |  3 Pagesto communicate with customers to identify and agree on product/ service specifications. It is crucial to be aware that customer expectations and needs will change from time to time and will be affected by market trends, fashions and changes in external environments. This means the business plans need to be adapted to changing needs of customers and is important that organisations communicate with its customers. Profiling is a method to understand the needs of the customers. Profiling enables organisationsRead MoreThe Etiquette Of Customer Service1601 Words   |  7 PagesThe Etiquette of Customer Service – Instructional Guide Overview Objective Key points How to say â€Å"I’m sorry† without apologizing in customer service? There are justifiable situations that require customer service representatives to say â€Å"I’m sorry† without apologizing. Situations include: a plan benefit that is not covered, denial of a pre-authorization, or an appeal denial. Session#1 I’m Sorry When this occurs, there are phrasesRead MoreCustomer Service Representatives1622 Words   |  7 PagesZappos. This is followed by a hierarchal ranking of the four major presenting problems for the company, which are: maintaining the â€Å"wow† image without overspending, inventory management/distribution problems, transportation efficiency problems and customer behavior problems. Each of these problems is addressed in more detail in the discussion section and the recommendations section at the end of the analysis. Prior to the conclusion and recommendations section, a list of possible strategic alternativesRead MoreCustomer Service At The Restaurant2103 Words   |  9 Pages†¢ Execute exceptional outstanding customer service by recruiting, leading and developing people and planning, organising, directing, controlling and evaluating all the operations of the restaurant to build sales and control costs to deliver optimum business results for the restaurant †¢ Understand, enforce and train Crew and Managers on all appropriate policies, award minimums, security and safety procedures. †¢ Modifying the operational procedures as per the requirement of the profitability of theRead MoreCustomer Service1186 Words   |  5 Pagessome companies aim to look after their customers well, ensuring that the customer is at the heart of their business and everything they do. In marketing terms this is called being customer focused. It is important to realise that customers can take their business anywhere they want to and if they are not satisfied they will take their business elsewhere. Therefore, it is very important to understand who our customers are, their expectations of the service they experience and how that effects futureRead MoreEssay on Customer Service1144 Words   |  5 PagesSection 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Please ensure you provide a description for each organisation, rather than a list. Organisation type Name of organisation Description of products and services Commercial organisation Commercial organisation Read MoreQuestions On Customer Service And Customer Services1913 Words   |  8 Pagesthe main problems a company may has on the customer services, it point out that many companies may issue on dealing with customers feedbacks thus it lead enterprise loss their market share because of bad performance on customer services and they may give the bad comments on company’s products and services. Therefore, they need to establish a system ii. Body 1 It will analyze several problems a company might have, a company may hard to collect customers’ feedback and manage it, and then some company