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Total quality management and benchmarking
Total quality management and benchmarking
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Customer Service Improvement
It is a beautiful day for father and son to take a trip to the home improvement store were things typically go horribly bad once they return home. Typically a home improvement project becomes a disaster once the supplies are purchased and the work begins. In this case the problem occurred much earlier than normal and the actual project never did get off the ground. Light bulbs, nails, a tube of caulk and one 40 lb. bag of asphalt patch was loaded into the home improvement buggy and purchased at the checkout. All is going well until it is decided that the buggy can be left at the store entrance and the items could be carried to the car. Just as the 40 lb. bag is lifted from the cart the problem began. Cell phone in one hand and an attempt to switch hands with the bag of asphalt in the other, one slip up and the phone hits the ground with the asphalt on top. Yes, everyone knows the result of this decision….shattered cell phone screen. A true “don’t tell mom” moment, the phone has an insurance plan and everything will be worked out prior to letting mom know so she has less to be upset about once she is told.
Applying for Phone Replacement
No problem, both parties are good with the computer and will get a claim going without delay so that the damaged phone can be quickly replaced without service disruption. Account number is found, password is remembered and keyed as the process gets underway. Filling out the forms and clicking through the screens to file the claim and also insure the claimant is the true owner of the phone. The process is surprisingly quickly nearing the end. That’s when it hits, no longer can we hide this problem from mom. The screen reads “we are sorry, this phone is no longer avail...
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... addressed. To strengthen the customer experience with this company they need to apply the same principles that are obviously being followed in the call centers out into the field with those locations that display the products that customer are able to touch and feel. Establishing benchmarks for quality in the in store locations, doing research and follow-up calls to customers that visit the stores, having company officials do onsite visits to determine if the same quality processes are being followed at the store locations as they are on the phones. If T-Mobile is able to make the in store visits as satisfying as the phone center calls are this company will be the wireless phone leader and will have the absolute most loyal customers in their industry.
Works Cited
Kurtz, D., & Boone, D. (2011). Contemporary marketing. Mason, OH.: South-Western Cengage Learning.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
In conclusion, current trends and significant events concerning T-Mobile were examined. A hard look was given to the economy, demographics, technology, political and legal issues, and social characteristics. T-Mobile is strong across the board, with surprising statistics backing up a variety of topics. The economy is strong, the demographics are not far-fetched, technology is improving, there’s no huge political or legal scandal, and T-Mobile is socially strong.
Branding/Promotion – AT&T is leading to be the only telecommunication company their customers need by connecting people better than anyone else.
8) What can you do if a store refuses to take a faulty product back?
According to the segmentation in the case Tweeter is a Specialty Store and its most important customers are the Quality/Service Customer (Appendix 3). This group accounts for 70% of Tweeter's clientele. This segment cares about high quali...
Growing sales through service: TP came up with new methods to satisfy customers. Furthermore, employees got trained on acting in customers favour.
Overall employees of AT&T view the company as a great place to work. Interviews were held with the following company employees: Gary Cohen, a Retail Sales Assistant Manager, Jeremy Macwan, a Retail Sales Consultant, and Andrew Ramirez, also a Retail Sales Consultant. The company has found there are strengths and weaknesses of being retail store employees in AT&T’s company owned locations.
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
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.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
There is a slowdown in sales of mobile handsets, in some markets like the UK, as the mature part of the product lifecycle is reached. Customers are exposed to a barrage of different images and messages by mobile phone companies, as the competition gets tougher. Vodafone appeals to new customers and aims to keep its existing ones by emphasising the uniqueness of the brand.
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
"While practically everybody today is a potential mobile phone customer, everybody is simultaneously different in terms of usage, needs, lifestyles, and individual preferences," explains Nokia's Media Relations Manager, Keith Nowak. Understanding those differences requires that Nokia conduct ongoing research among different consumer groups throughout the world. The approach is reflected in the company's business strategy:
The year is 2014, the markets are changing constantly, and they always have to meet the needs of new consumers as well as old consumers. Mobile telephones have been in the retail and wholesale business for quite some time, and are only evolving from here on out. There are things that these cell phones can bring us that are major benefits in our everyday lives. Cell phones bring us maps, radios, address books, and even flashlights now. Cell phones have taken shape from a huge portable device to a more convenient thin device that can fit in your pocket. With time in any consumer market, the consumer adapts to the technology that makes their life easier. The constant innovation of cell phones has led us to smart phones, and these smart phones are capable of putting certain businesses out of the market. Businesses that engineered PDAs in the past were met with challenges because smart phones are able to match their productivity. Land lines have become useless since everyone can afford a mobile device now. Listening to music has also switched from a traditional CD Player/MP3 Player to an everyday smart phone.