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Importance of effective customer service
Importance of effective customer service
Importance of effective customer service
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Customer service is the process that is provided to the customers before, during or after purchasing goods and services from the business. The actions that the business takes to ensure that the customers are happy and satisfied make the customer service to stand out from its competitors in the market. In order to offer a good customer service the business needs to know the customers well. The business needs to understand what the customer expects. Furthermore the business should understand what the customer needs and wants. Essentially the better the ways in which the business meets customers’ expectations and needs, the better customer service would be.
Boots provides customer service to all types of customers such as non-English speakers,
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different gender, different cultures, families, individuals, customers with special needs. Boots meets the customers’ expectation through the staff who serve the customers and the products Boots sell. Boots meets the needs and expectations of different types of customers such as internal and external customers or people with special requirements. External customers are the one who don’t have any connection with the business, while internal customers are the ones who are employed by Boots such as managers, supervisors or colleagues who work in other branches or departments. Boots also provides service to customers who cannot get to the pharmacies, mostly to elderly, people with disabilities or people with special needs.
Therefore, Boots created the pharmacy delivery and collection service, which is the service that delivers to care homes, also collects prescriptions from the GP surgeries and takes the medication to customer’s homes. Boots’ service is caring as well as consistent and reliable. Furthermore Boots Uk delivers medication to 13,000 care homes across the country every month. Boots drivers are the ones who deliver the medications. They are responsible and they provide professional service. They have good relationship with store staff. They are responsible and also make sure that the medicines are handled carefully. However there is a lot of other staff involved in the process such as pharmacists who are responsible that they package the medication according to the prescriptions. Assistant managers are responsible for team delivery drivers. Assistant managers are responsible to set the team up and to provide great care to the customers. They plan with attention to detail as it is very important to deliver the medication on time. They should be resourceful, flexible and resilient and also motivate the team that they
lead. Boots serves also families such as mums to be or mothers with babies. Boots provides all the products from basics to the latest pushchairs to the leading brands. Boots also provides baby clothing, gifts including keepsakes and cuddly soft toys for babies as well as baby toiletries and pampering sets to help mothers to feel relaxed. Boots also provides baby furniture sets and baby monitors, cribs, baskets, cots and kids’ beds. Boots does mothers and baby offers. Boots also offers parenting club from pregnancy to when the babies turn three. Boots gives baby information and advice such information about sleeping, feeding, changing bath, skincare, pregnancy. The service is provided through the sale assistants in stores or on line. Boots offers discounts and also the advantage card by providing care and assistance and all sorts of products from pregnancy time as well as advice and information, Boots meets and exceeds the customers’ expectations. Being a new mum brings challenges however Boots makes the time easier for them. Boots provides beauty products for individuals such as from beauty vitamins, make up, fragrances to popular brands. To start with Boots provides the Health and Beauty magazine which informs advices and also includes expert advice on beauty products. The Sale Consultant delivers face to face customer service. They are specialized in specific areas which they represent. They share their experience and knowledge with the customers. They inform advice and recommend the customer accordingly. In order to assist the customer who want to buy beauty products, Boots has got make up staff that does the make up to individual customer for free in store. Then the customer decides which products want to buy. Boots offers promotions and discounts on beauty products such as 3 for 2, free gift offers, buy one get one free. As noted above, Boots meets different customers’ needs by providing reliable products and services, free delivery, as well as provide accuracy reliability and speed of service. Furthermore, Boots provides value for money, information and advice. By offering those Boots satisfies the customer and also meets and exceeds the customer satisfaction.
Lofts customer profile includes women from the ages of 21-45. Customers have a steady mid-level income. These customers like to spend s moderate amount of money on clothes and accessories but applicate the value of a well-made product. Since the store has a big selection on business casual attire, you know that Loft women are educated and working full time. These are women who want to be stylish while working without spending too much money.
... for every pharmacist. This ratio dictates that pharmacists can not oversee every aspect of technicians’ jobs. It is this singular fact that very few people realize. The pharmacy technician who receives no formal training is responsible for not just the delivery of a patient’s medication, but also for their bill, their confidential information, and their life. The question now is, how can an uneducated individual be given so much responsibility? Technicians are granted these responsibilities because a pharmacist can not do the job alone. Pharmacists strive to mold each new technician into an employee that will realize what technicians really do. Pharmacists and technicians provide patients with safe and accurate medication in a timely manner. This is not a task for pharmacists or technicians alone; it is task that requires both personnel in order to be accomplished.
Founders Terry Armstrong and Lew Hayden ventured out together in 1967 to revolutionize the game of shoemaking by trying to construct the most comfortable shoe in the world. The co-founders determinately fulfilled their long-term goal when San Antonio Shoemakers in San Antonio, Texas was revealed. San Antonio Shoemakers [SAS] is a North American based shoe manufacturer that specializes in quality and comfort shoes. SAS is a family owned enterprise that has been operating successfully for well over 40+ years. SAS takes pride in its products being made exclusively in the United States of America and claims they do not outsource their production. (CITATION) In the beginning, Terry and Lew wanted to build a shoe that speaks for itself in terms of excellence and absolute comfort, so they relied solely on word-of-mouth advertising. This advertising method resulted in a remarkably loyal consumer base and, in 2007, SAS celebrated selling 15 million classic “Siesta”
Consumers are the driving force in the economy due to everyday consumer needs and wants. As a result, outstanding customer service is imperative to a company’s success. Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. The objective of this report is to provide insight into how The Kroger Co, America’s first grocery store continues to remain prominent in American history.
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
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.
This essay is going to be about the relation between service clues and customer service experience and how certain clues affect them . Every company knows customers are important for them because they’re company’s most valuable assets. Customers are the key element of growth of any firm who purchase their goods or services the firms provide. Company only survives when it has customers and in order to grow the business, they should own huge amounts of loyal customers and recruit new ones, thus, the business ought to be structured and managed around them. It’s very important for a company has ability to attract and retain customers successfully. Customer loyalty relies on the strong desire of product or services by customers, and availability of supplier selection based on their reference (Dick and Basu, 1994; Otim and Grover, 2006). Therefore, for a business to retain its customers, it is important that focus should be laid on satisfaction of customers’ need. According to Berry (2006), customers evaluate the level of services due to its performance instead of objects, so in order to m...
Deliver Customer Service 1.1 Define customers’ need, expectations and customer satisfaction; A customers needs are what a customer requires or must have, it is not what they want to have but more what they need to have in order for a target to be met for example. A customers expectations are what the customer believes or thinks they need, expect or get from the company, for example a customer may think they are due exemption for not paying a credit bill because they were on holiday. A customer’s satisfaction is when the organisation meets the customers expectations or exceeds their expectations.
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.
By the end of World War I, Jesse turned 70 years old and had become increasingly debilitated by his arthritis. Jesse Boot decided to retire in 1920; accordingly he sold Boots to the United Drug Company of America. Over the next 13 years under American ownership, Boots continued to grow. A new manufacturing site was acquired at Beeston in 1927 and the 100th Boots store was opened in 1933 (“Boots History, 2015). In 1933 the United Drug Company sold its shares of Boots to John Boot, Jesse 's son. Under John 's leadership the company continued to evolve. Boots first overseas store opened in New Zealand in 1936 (Boots History, 2015). During this time, Boots key brands No7 and Soltan were launched.
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.
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
The rst step that we need to do is hire the right people and train them properly-as what Walmart is currently doing-and keep training them. It is important for us to set the goals and expecta- tions clear to all employees so they know what we expect from them. Training program can help our employees learn new things and im- prove the skills required for customer service. A study has shown that satis ed employees make satis ed customers, which proves that there is a correlation between employee satis- faction and customer satisfaction.
Customer service is anything which provides the customer with satisfaction before, during and after purchasing and using goods and services. Good customer service provides an ex...