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The importance of communication skills
The importance of communication skills
The importance of communication skills
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Business experts have long debated whether GM’s Saturn Corporation was a success or failure in the automotive world. Today, many of the methodologies that the “Different Kind of Company” employed live on in other brands. One of notable areas that Saturn excelled was customer service. Until the waning years of its existence, Saturn was a perennial top 10 leader in customer service ratings. For example, Saturn finished first in 2002 among a sea of luxury and near luxury automobiles largely due to the dealership experience, according to J.D. Power.
I spent several years immersed in the Saturn culture as a sales consultant. Are there takeaways from the Saturn customer service model that applicable to other industries? Absolutely! Most businesses
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Listening to a customer intently with empathy shows respect and it demonstrates character. Repeating or paraphrasing the conversation will illustrate that you are engaged, listening and understand the customer’s needs. It is amazing what you can learn about your customer when you ask the right questions and hear the answers.
Setting Expectations – Building trust in a person, product or service takes time. Trust is earned by meeting or exceeding expectations. Sometimes there is a large gap between perception and reality. Drawing upon my time at Saturn, the typical scenario was the buyer who expected to purchase a new, 8-passenger, all-wheel drive vehicle with leather seating, power options including a sunroof and an entertainment center for $300 a month with no money down. Oh, and by the way, Brian, could you throw in Saturn jackets for the
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When you are out of the office for an extended period, do you indicate when you will return and do you leave an alternate person for customers to contact? If you are busy or otherwise unavailable, do you respond to messages in the same day or within 24 hours?
When leaving a voicemail message, speak slowly to identify yourself, include a phone number and a time you can be reached, and the reason for your call. It is a good habit to repeat your name and number one more time before ending the call. Be cognizant of the ambient noise around you. Travelling down the highway in your car at 70 M.P.H. with the car windows down makes your message difficult to understand at best.
Communicating a change in business hours is another small but important detail. Update your website whenever there is change in your hours of operation. Making a special trip to a retailer or a government office to find a locked door with a small note announcing a closure is the definition of
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
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.
Since the customers in this industry are not price sensitive, having a competitive advantage is vital for firms. Hill-Rom considers customer service is its reputation, thus gives significant value to its customer relationships. In addition, its variety of products gives high competitive advantage to the
To sum up, Cranston Nissan’s service department is in need of a major overhaul. Much of the vehicle sales and service business is based on repeat customers, and the key to retaining customers is through quality customer service. The lack of a proper command structure as well as horrendous quality control has most likely cost them the business of at least one customer. With a few tweaks that make employees and managers more responsible for their work, Cranston Nissan can turn things around.
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.
Likewise, the authors looks at the prospect of exactly how employee’s customer orientation predicts customer-rated service performance. The author’s draws on the positive aspects of what a transformational leader should be by illustrating that transformational leaders can successfully simplify service employees’ task requirements by coaching them on how to meet customer needs, which can help to reduce employee’s role of ...
Saturn is the sixth planet away from the sun. 890,700,000 miles is how far the planet is from the sun. Titan is the largest of all Saturn’s moons. The second largest moon, after Ganymede, in our solar system is Titan. Saturn was called Cronus the god of agriculture, sky, and time. Cronus was actually a titan, but back then titans were worshipped the same way gods were. Cronus became the god of sky by overthrowing his father. He was the youngest titan and is also referred to as Cronos, Kronos, or Saturn. All Saturn’s moon is named after titans because Saturn was named after Cronus lord of the titans. The planet has 62 moons. Titan the largest out of 62 moons is bigger than mercury, the planet closest to the sun. Saturn can be seen through the naked eye of a human.
Saturn is the 6th planet away from the sun and is the second largest planet in the solar system with a diameter of 119,871 km (74,500 miles). Saturn’s volume is 764 times bigger than of Earth’s (so 764 Earths can be fit inside Saturn). It originated from the Greek god Cronus which was adopted by the Romans and later changed to Saturn. The surface color is yellowish-brown and is the most distant planet that’s visible to the naked eye from earth. It is known as one of the two ‘gas giants’, as it is of composed 96% hydrogen (gas), 3% helium (gas), and 1% various trace elements such as methane, ammonia, ethane, and hydrogen deuteride. It takes almost 28.5 years to complete one orbit, though it rotates in just over 10.5 hours. The range of temperatures
Saturn's sales are down, and market share needs to be increased. Also, the product line is too narrow. Current advertising is targeting the younger population, but the average age of a Saturn buyer is 43. Saturn's initial focus on employee relationships seems to be fading as demonstrated with the clash between GM designers in Europe and the U.S. on the L-Series car. In addition, overall styling of the vehicles needs to be addressed.
Saturn's history had some different discoveries, some of them were true, and some of them were false. The first person to find out about Saturn rings is the same person who invented the telescope, Galileo. His telescope couldn’t see the rings well, and Galileo believed the rings to be two smaller planets hanging near a bigger planet (Saturn). At one point he referred to them as “Saturn’s ears”. Saturn is also called the “God of Agriculture”, because it was named after the Roman god, Saturn, who introduced agriculture to his people by teaching them how to farm the land. Saturn was also the Roman god of time and this is perhaps why the slowest (in orbit around the Sun) was named after him. Early observations of Saturn were complicated by
Employees are constantly approaching me with questions or concerns on a daily basis. I usually shut them down because I do not care to listen or do not have time. Many of their issues could have been solved beforehand if I took the time to listen and understand what they were trying to express. When you listen with empathy to another person, you give that person psychological air. And after that vital need is met, you can the focus on influencing problem solving (Covey, pp.
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity.
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
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.