Due to the fragile economy and the similarities of product offerings, providing quality customer service is more important than ever for maintaining and growing a company. Providing quality customer service has a much more defined meaning and is different from providing "exceptional" customer service. Exceptional customer service is usually fulfilling a customer's needs based on one particular instance that may or may not be repeated. Providing quality customer service means meeting the material as well as the emotional needs of a customer before, during and after the initial purchase or contact and having sufficient processes in place where the same level of service is provided consistently. In other words, it is adopting the quality mindset as more of the company culture and part of the normal business practice rather than the exception. Meeting the material need is usually the easiest and the area that most companies focus on. This usually consist of replacing a damaged or failed item or taking it back and providing a refund or providing free shipping or waiving a fee. While these gestures or policies are well intended and are sometimes necessary the only meet one area of the customer's needs. The emotional needs of the customer are often overlooked and the customer walks away less than satisfied or worse yet, they leave without any reason to return or ever do business with the company again because they feel they were not treated as valued customer. Meeting the emotion needs is where many companies fall short on meeting the customers' expectations. A lot of today's employee's have lost that commitment to the company and do not add the personal touch. In general, employees today fail to take ownership of the issue ... ... middle of paper ... ... will also help develop a knowledge base for information sharing and help expedite improvements in products and resolving customer issues. There are not many differences in the products that are offered today. The automobiles, heavy equipment and material handling products of this generation are all built to a multitude of regulations that strongly influence their designs. With all of the government standards and regulations such as but not limited to (Environmental Protection Agency, Occupational Safety and Health Administration, American Society of Manufacturing Engineers, and Society of Automotive Engineers) that are required for manufacturers to comply with there is a lot of similarity of product offerings. This means that it is even more important than ever before for a company to step up and make every effort to be the quality customer service leader.
The Effectiveness of Customer Service in ASDA Every business organisation has good and bad customer service. are many disadvantages to bad customer service and many advantages to Good Customer Service. Below is a list of Asda’s Good Customer Service requirements. Polite and Efficient Staff Good Communication skills Minimum Paperwork and Redtape Efficient Responses to Enquiries Here is a list of Bad Customer Service requirements.
The key success to any business transaction is customer satisfaction. A customer always demands the best service and in return offers the company their loyalty. The key to this; great customer service. Smile at the customer, speak to them with a polite tone, and adjust your body language to make it friendly and approachable; all these are related to the concept of emotional labour. Emotional labour proposes that in order to ensure customer satisfaction is achieved, it is vital for “managers or employers to regulate or manage employee’s behaviour or emotional expressions to ensure service quality” (Chu 2002). The concept of emotional labour was first developed by Arlie Hochschild, who was an organizational sociologist. Hochschild stated that if an employee was employed in a service field, then it would be required from the employee to “to display specific sets of emotions (both verbal and non-verbal) with the aim of inducing particular feelings and responses among those for whom the service is being provided”(Hochschild 1983).
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
The manager of baggage claims was attending his presentation and provided him with some insight on why he received the bad service during baggage claim. The manager tells him that he was forced to schedule less workers to make budget for the end of the month, which is a problem that most managers face today. Sasser believes that because there is no research being conducted on how the company is effected economically when they lose their loyal customers or the customers who have the potential to be loyal then they tend to make customer care or improvements to customer care a lower priority. If managers start considering the breakeven point they have to reach before customers actually start being profitable then they would increase their measures to improve their customer care to keep customers loyal to their business longer. Good customer service can take the slack off of a bad product. In an article Tabitha Naylor says “you see, if you have good customer service, people naturally assume you have good products” (Naylor,
In other words, the company cannot be good at everything. Moreover, to achieve Service Excellence it is needed to compromise some of the service attributes, mainly by reducing the ones that the targeted group of customers values less, in order to focus on the improvement of the service’s qualities that the customers want most.
Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.
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
consumer needs must be met by achieving a specific service. Often times all the care needed
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.
In our business world we have to provide quality atmosphere service to our customers. The purpose for this introduction is to explain how we treat our internal and external customers in order to provide satisfaction. The base of this executive summary will be on where we work at with our current employer or former.
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.
Consumers not only request help for product issues but also seek buying advice and comparisons with competing products. The consumer does not want to worry about whether a query should go to sales, service or marketing, they just want answers. A robust service strategy that is supported by trained employees backed by technology can take your service standards to a whole new level and also helps the consumer along the buying
Emotional labor is the effort, planning and control needed to express organizationally desired emotions during interpersonal transactions. The term ‘emotional labor’ is created by Arlie Hochschild in the year 1983. Emotional labor is higher in jobs requiring a variety of emotions (e.g anger as well as joy) and more intense emotions (e.g showing delight rather than smiling weakly). A waiter/waitress at a restaurant expected to do emotional labor, such as smiling and expressing positive emotions towards clients. Emotional labor also increases when employees must precisely rather than casually accept by display rules. This particularly occurs in the service industries, where employees have frequent face to face
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
Out of all the working nations around the world, the United States not only emphasizes the pressure to please and perform professionally, but also stresses the amount of emotional investment applied into job positions. This process where employees are required to alter their emotions and behavior in order to please their employer and clients is known as emotional labor. From socialization within an organization or the expectations of a worker in customer service, the amount of emotional labor an individual is willing to give ultimately depends on personal character and willingness to commit to the organization’s expectations. Every firm holds their own company expectations when it comes to keeping employee and client interaction professional