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Introduction to the topic customer satisfaction
Introduction to the topic customer satisfaction
Introduction to the topic customer satisfaction
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Customer Service
Customer service is a great way to build a reputation within a company along with marketing. Customer service is providing support to customers. It is about answering questions, and helping when needed.
In any business, customers are everything. It is important to build relationships. Customers want to buy from a company that has quality products. Customers want to be valued. This is why it is important to respond to customers in a timely manner. Their complaints need to be taken seriously. The benefit of building relationships with customers is gaining a positive reputation. Providing great service encourages customers to continue doing business with the company. It gives a reason for previous customers to refer their family
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We have multiple goals for our customer service department. Many of the customer services goals pertain to training our employees. This includes calling customers by names, showing enthusiasm when talking to customers, following up with the customers, and showing empathy when dealing with complaints. Another part of our plan deals with providing a functional website with FAQ that is easy to access. Our smart goal will be to respond to all customers that walk through the door within a minute. Customers online should get responses within a day. All customer issues should be solved within an hour. Another goal is to get over 50 likes on the bar's facebook page within 3 months.
Training
Training is all about teaching people in order to improve their performance in a certain area. We will be focusing on engaging our learners. We want them to have hands on experience. Our training will have specific goals. That is measurable and attainable.
Hiring
For hiring, the bar will use various sources. The sources that will draw applicants include CareerBuilder, LinkedIn, Facebook, and employee referrals. What source is determined by the qualifications needed to complete the job? For example, if the bar were hiring a supervisor they would go through LinkedIn, and referrals. If the company needed to hire a server, they would go through CareerBuilder, Facebook, and employee referrals. Referrals are
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This includes visual, auditory, and kinesthetic. Even if employees have previous job experience, they will be trained using the same methods. Employees first week on the job will be devoted to training. It does not matter what position they have they will be trained on customer service. Every 6 months employees will spend a day of retraining. This is for quality assurance. A lot of policies and procedures change this is to assure employees are up to date. Prior to the first day employees, will receive an information packet. This will provide contact information if they have any questions, and will tell them they need to bring forms of identification the first day. On the first day, employees will be introduced to the business. The employee will be familiarized with fire and emergency procedures. Employees will be assigned a mentor if they have any questions after the training week this is the person to ask. During the first week, it will be focused on doing everything in a particular manner in order to maintain consistency. During this week, feedback will be provided consistently each day. Every 6 months employees will work with trainers again for a day and receive feedback. In order to measure our employee's performance random checks will be done. Mystery shoppers will give feedback every 4 months. Other employees will give anonymous feedback about their co-workers every month. Every 6
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
When i started here i thought that customer service was purely an employee doing their best to satisfy a customers needs and wants. Now that i am a little over half way through this part of my schooling, i have come to realize that customer service is so much more than just providing the service nesseccary to move the customer along. Communication, building rapport, and giving feedback are just a few of the things that have changed the way i see customer service forever. It is imperrative that you communicate thorough eye contact, body language and vocal
As you can see from the points above it is vital to give good customer
According to Mathis and Jackson (2003) referred to the definition of training and development. It can be known that these behaviors are designed by the organization. In order to improve the performance of staffs. Training and development contain a large number of educational techniques and programs. “Training can consist of on-job training, off-job training, formal training, skill
For consumers, it is important that the company is able to make them feel valued. When they complain, it must not be viewed negatively. The company must be able to address such complaint. When their concern is addressed immediately, the company is able to earn their respect and trust (Perfect Apology). The consumers would also want to hear from the company that it is sorry for the damage it has cause and the latter is willing to take full responsibility of the same.
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. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
Training and development are important factors to the success of any organization. Each employee is a valuable asset that can either add to the success a company or contribute to its failure. Training supports and makes possible the development of new skills and knowledge. Offering training for employees at various levels within an organization assist employees develop the necessary skills and proficiency to be successful in their careers as well as prepare for new responsibilities.
Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.