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Customer satisfaction research report
The case of the complaining customer
Customer satisfaction research report
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AgriComp Case Study
AgriComp provides computer systems for farmers and is attempting to decide on whether to change procedures for warranty claims disputes. Currently local dealers are handling disputes and the customers are complaining about the dispute process. AgriComp has decided to investigate the process to determine if the voice of some customers represents the concerns of all customers. This case study will identify the variables presented, the level of measurement, and why these levels are appropriate. The team will also analyze a data set of sample responses to determine the recommendation to be made to management.
Variables Presented, Level of Measurement Used and Appropriateness
A one-part survey asking two questions was administered to the dealers. The first question used an ordinal scale to measure how many dealers supported the replacement of the existing system with the mediator system. The second question used the nominal scale to determine the frequency in which each dealer used the appeals process.
The variables presented in this case study are both indepe...
Sue contracts with Tom to deliver a quantity of computers to Sue’s Computer Store. They disagree over the amount, the delivery date, the price, and the quality. Sue files a suit against Tom in a state court. Their state requires that their dispute be submitted to mediation or nonbinding arbitration. If the dispute is not resolved, or if either party disagrees with the decision of the mediator or arbitrator, will a court hear the case? Explain. (See Alternative Dispute Resolution.)
A. Define the Problem Natureview Farm, Inc. (Natureview), a small yogurt company founded in 1989, produces and markets yogurt using natural ingredients and a distinct manufacturing method that yields a smooth, creamy texture without adding artificial thickeners. As a result of this emphasis on natural ingredients, the brand has established a reputation for high quality, great tasting yogurt and is the leading natural foods brand of refrigerated yogurt. Natureview’s yogurts – available in twelve flavors in 8-ounce cups, four flavors in 32-ounce cups, and multi-pack yogurt products – are distributed nationally and the company shares leadership in the natural food channel. In 1999, the company’s revenues grew from $100,000 to $13 million; however, despite Natureview’s success and well-established brand, the company has long battled to preserve a steady level of profitability. In 1996, Jim Wagner was hired as chief financial officer and was able to successfully achieve steady profitability for the company.
Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the company’s CIO. The firm’s organizational chart is shown next.
Buyer power is very low in this market because one customer’s decision to use the service or not to use it will not affect the overall market. Likewise, one customer’s dissatisfaction will not influence a significant number of other c...
Customers. The company’s products and services are best to be scrutinized by the customers because they are the ones that have to use the service. They are in the best position to find defectives part of fault in the process. Bindroo, Mariadoss, Pillai (2012) state that customers have information regarding the products and services that used that can be advantageous to the company. This is free marketing information that can be used by in order to improve products, processes or services. These improvements are regarded as incremental innovation
In many business industries such as retail, sales, and manufacturing, customer service is a must. If the mentality of ‘the customer’s always right’ didn’t exist then these industries may not have very good success with customer service. It doesn’t always mean all customers are right all the time but it gives them the ability to work through their differences and make the customer
Alternative Dispute Resolution (ADR) involves dispute resolution processes and techniques that fall outside of the government judicial process. There has been moves against ADR in the past by entities of many political parties and their associates, despite this, ADR has gained inclusive acceptance among both the broad community and the legal profession in past years. In fact, many courts now entail some parties to remedy to ADR of some type, usually mediation, before allowing the parties' cases to be tried. The increasing attractiveness of ADR can be clarified by the increasing caseload of traditional courts, the perception that ADR imposes fewer costs than litigation, a preference for confidentiality, and the desire of some parties to obtain larger control over the selection of the individual or individuals who will decide their dispute.
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.
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
We claim that it is the customer's entire experience with us that determines his or her declaration of satisfaction. We say that this experience is not objective at all but totally subjective. It is the customer's call. That call is based upon the customer's perception of the experience. This perception is his/her interpretation of the value received played back against his expectations.
To effectively sell a product or service, organizations have to really know how customers behave, regarding to what they buy. The study
Mediation is a way to solve a dispute without having to resort to court procedure which sometimes could turned out to be rigid, formal and time consuming especially when it needed a lot of paperwork and the possibility of adjournment which could consume years. Besides that, unlike in court, mediator as a third impartial party did not acted as a judge who decides on the resolution however, the mediator will help the parties to explore the needs and issue which before preventing them from achieving a mutual resolution and settlement. The mediation process gave the authority towards the parties to agree with each other and open up the chance for the parties to meet with a resolution at the end of the mediation session.
... in today’s world a customer complaint no longer stays private. We live in a world where everyday the borders shrink: the power of the internet has made people more integrated and has made communications easier. According to Michael LeBoeuf, “a typical business hears from only 4% of its dissatisfied customers” (LeBoeuf) without realizing that with social media that 4% can become closer to 100%. That is why managers should be well prepared to confront these situations. Managers should prepare their employees to give the best service and show them how to solve problems in a manner that allows both parties to benefit. It’s always better to avoid making the problem bigger. Social media must be used to be responsive so that when customers have a problem; employees are available to help them. Social media needs to help retailers get closer to the consumer, not repel them.
Speak to the customer in person, and do not rely solely on written complaints, or records of conversations. Show the customer that you clearly understand their problem by listening and taking notes.
re you one of those folks who want a lovely lawn but just don't have the time to care for it yourself? The answer for you could be a lawn care company. However, how do you know whom to choose? Below are five questions you should have answers to before hiring a lawn care company.