Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
Importance of providing quality customer service
Importance of customer service
Importance of providing quality customer service
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: Importance of providing quality customer service
4.2.3 Theme One - Customer Expectation
100% of the respondents understand the value of good customer service and relationship as the way to retain their customers. The finding in the study was that, SMME owners and managers have a drive and understanding on meeting customer needs. Their approaches to customer retention are different but have the same goal that is to meet customer needs. These approaches ranges from, keeping customers happy at all times, providing variety of products or services, reliability, treating them as friends than customers, and partnering with the customers. In contrast to this, SMME stakeholders had a different view when it comes to SMMEs’ customer service and relationship. Both SMME stakeholders agreed that, SMMEs do not keep promises and that impact their relationship with their customers. The problem of failing to keep promises has resulted to customers leaving and finding other service providers. Based on the above argument, SMMEs owners and managers seem to have ways to keep their customers but they might not be working to their advantage. SMMEs stakeholders have confirmed that, SMMEs they lose their customers due to failure in keeping promises. This explains the low demand concern raised by respondent five.
On the other hand, SMMEs owners
…show more content…
Wilmot (2012:135) concluded that, meeting customer expectation is vital for the success and growth of SMMEs. Therefore, maintaining good customer service and relationships as well as having a strong commitment to product or service quality has a positive impact in customer retention. According to Dorfman (2007: 28) cited in Wilmot (2012:40), customer satisfaction strategies that can be implemented by SMMEs include, paying attention to customer needs, ensuring that customer are receiving good customer service, and knowing your customer contributes in building the trust that will translated into a long lasting
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
Strive to earn customers’ long-term loyalty by working to deliver more than promised, being honest and fair to provide exceptional personalized service that creates a pleasing business experience.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
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
1.1 Explain the value of customer service as a competitive tool 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 the 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.
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).
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.
Breaking of trust to customer will also lead their relationship become worse and the gaps between the customer expectation and actual service received become larger. According to Kassim and Abdullah (2015), their results indicate that both trust and attraction have a significant positive impact on relationship commitment with trust having a strong positive effect, while communication representing the most important determinant of attraction. So, if a company want to retain and increases their customer loyalty they should make sure they have the capabilities to manage and achieve the promises they made with
Customer satisfaction is a key ingredient to the success of any business.It is the most important factor that creates repeated customers. Some people know it but do not realize its importance. If a customer of yours is satisfied with one of your products or services, chances are this customer will purchase more of your products or services, which will increase your revenue. Therefore, in order to have your new or existing customers buy more from you, you will have to follow techniques that work. Customer satisfaction takes a very important place in Marketing. As much as you think that your marketing strategies should help you generate sales, think about how the same marketing strategies could help you achieve Customer satisfaction. There are a lot of elements involved with Customer satisfaction.
Both from the customer and the company point of view, each customer interaction is part of an iterative learning process (Ballantyne, 2004). Further, Yau et al. (2000) advocated that the relationships between business firms and its customers have been constantly encouraged as successful business practices worldwide. The strategy of relationship marketing is of high relevance particularly in the service industries because of the intangible nature of service and their high level of customer interaction (Al-Hersh, Aburoub, & Saaty, 2014). Relationship marketing is defined as the process of engaging in proactively creating, developing and maintaining committed, interactive and profitable exchanges with targeted customers (Haker, 1999). Furthermore, Gronroos (1990) asserted that relationship marketing is to establish, maintain, enhance and commercialise customer relationship so that the objectives of the parties involved are met which can be done by a mutual exchange and fulfillment of promises. Moreover, the implementation of the relationship marketing concept at the operational level refers to relationship marketing orientation (Hau & Ngo, 2012). Relationship marketing orientation indicates the firms’ philosophy of doing business concerning relationship building by propagating developing trust, empathy, bonding, and reciprocity between a firm and its customers (Sin et al., 2005a, b; Tse et al., 2004). Trust is an important element for a successful relationship between the firm and its customers (Berry, 1995). First, trust is an essential component for a successful relationship between the firm and its customers (Berry, 1995). Trust It refers to a willingness to rely on an exchange partner in whom one has confidence (Morgan & Hunt, 1994). Empathy, as a dimension of business relationship, enables the two parties to see the situation from
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
Customer satisfaction measures the expectation of a customer relating to the product and services provided by the retail stores. Satisfied customers tend to be loyal to the organization and make more and more purchase from the same store, which in turn is beneficial for the organization. According to Hoyer and Maclnnis (2001) satisfaction can be compared with the feeling of acceptance, relief, pleasure and
Customer is king of the market if you have no customer in the market you are nothing. Customer is a boss and the boss is always right. Treat with customers as he is GIFT of GOD. With no customers you Zero Marketing Value. Acquiring new customers and retaining the existing customers depend on your behavior with the customers. In business you have no authority to behave wrongly with the customer in any way. Customer can do everything with you can abuse you can anger upon you. But you in return should understand that why my client, my lovely customer is angry at me? Why?