Analysis of Customer Service Management

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The experiment uses a hair salon sample survey to gain a deeper understanding of customer service. A thorough interpretation of the data set separating close and distant relationships provides insight into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data is organized into several columns and separated by response. Respondents who are close are identified as “1”, while respondents who are distant are represented with “-1”. There are ratings from one to seven based on the following factors: “consider new”, “cut again”, “remain loyal”, “recommend”, “straightforward”, “open”, “don't want to know”, “wants feedback”, “honest”, “truthful”, “can’t tell”, “needs repair”, “fix relationship”, “guilty”, “intact”, “bad experience”, “bad job”, “pleasing”, “distressing”, “minor problem”, “major problem”, “concerned”, “satis_stylist”, “happy cut”, “meet need”, “friend”, “know well”, “important”, “intimate”, “close friend”, “regularly”, “general company”, “realistic”, “important cut”, “help person”, and “reflect”. Through a series of thirteen questions, the research firm explores the extent to which a customer’s distant or close relationship plays on how they react after a dissatisfying experience. After refreshing the experiment, the scenario changes but the survey questions remain the same. One scenario illustrates a scenario where you have a close relationship with the stylist, where you would consider this person a close friend, while the alterative situation presents relationship between stylists and client as more detached. Overall, this study is searching for the general outcome that occurs when the perceptions of hair stylists create when combined with a displeased client response. These outc...

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...s to respond.

Exhibits

Exhibit 1

https://www.marketingleadershiproundtable.com/going_deep_on_feeling.aspx

Exhibit 2

https://www.marketingleadershiproundtable.com/ViewDocument.aspx?documentId=a3f3ce5f-2b9a-4ec3-a969-8aa978a169a8#

Sources

Curtin, Steve. Delight Your Customers: 7 Simple Ways to Raise Your Customer

Service from Ordinary to Extraordinary. New York: AMACON, 2013.

Print.

“Detect Areas of Emotional Differentiation.” Marketing Leadership Council. N.p., n.d.

10 Mar. 2014.

www.marketingleadershiproundtable.com/going_deep_on_feeling.aspx

Hayes, Jenny, and Frances Dredge. Managing Customer Service. Aldershot, Hampshire,

England: Gower, 1998. Print.

"Services." Office of the United States Trade Representative. N.p., n.d. Web. 10

Mar. 2014.

www.google.com/search?tbm=bks&hl=en&q=service+industry&safe=active

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