Introduction
“Customer Service” describes the full purchase cycle from the pre-purchase decision-making to the actual purchase experience to the after purchase attitude of a customers. It encompasses every service, which a company offers to its clientele in order to achieve the company’s mission of driving revenue by fostering customer satisfaction, customer retention, and customer referrals. In this increasingly consumer driven economy, Customer Service is a vital strategy utilized by businesses to obtain a multitude of competitive advantages and acquire market share. 1.1 Reasons for using customer service policies
With growing significance of world-class customer service, a clear set of instructions is needed by most companies. This is typically in the form of “Customer Service Policy” documents. Such documents are especially critical in the hospitality sector, the industry where purchaser interaction is paramount since many clients utilize hospitality services repeatedly and tend to be loyal to a brand. The policy ensures that each and every individual worker of the group knows and enforces rules to ensure an exceptional customer experience, which matches the organization’s
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The rules and responsibilities for managing and interacting with clients is outlined in a strict Customer Service policy that promotes quality service, a customer-first mentality, integrity, open communication, and relationship building. Based upon their experience, they think that adherence to the policy will guarantee customer satisfaction. Furthermore, they have proactively improved service by implementing innovative technologies, whose use are incorporated into the Customer Service Policy. They believe that the policy will provide standardization and allow rapid adoption of new systems. The foundation for the policy
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Outstanding Customer Service shall define our business and we shall strive for 100% customer satisfaction.When customer talk we listen therefore we shall strategically align our business based on the customers voice
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
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
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.
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.
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
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.
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).
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.
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
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible”, (Jack Speer, 2005).
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.