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Thesis Customer Satisfaction
CHAPTER II Review of Related Literature This chapter presents the literature related to this study. This will be conducted with the assessment of related literature to show the relevance of the literature to the study. RELATED LITERATURE Customer satisfaction is the most fundamental requirement for being in business. Therefore, every organization should plan the right strategies for dealing with customers, communicating with them, providing pleasant services and retaining them forever with specially chosen customer contact employees, all leading to their delight.
Since most of the quality problems arise due to misunderstood requirements, it is essential to take steps to correctly understand, both the stated and implied requirements of the customers. The organization should not only fulfill the contracted requirements, but also make it appoint to provide unanticipated additional services to delight the customers and retaining them forever. The most important point is that organizations should provide COMFORT to the customers while serving them. Thus, the business should be oriented towards satisfying customers. (Subburaj Ramasamy; TQM-Int’l Edition 2012)
Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service. The achievement of customer satisfaction leads to company loyalty and product repurchase. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. Clearly defining and understanding customer satisfaction can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. Kevin Cacioppo; Measuring and Managing Customer Satisfaction) Customer satisfaction has been a popular topic in marketing practice and academic research since Cardozo’s (1965) initial study of customer effort, expectations and satisfaction. Despite many attempts to measure and explain customer satisfaction, there still does not appear to be a consensus regarding its definition (Giese and Cote, 2000). Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, 1996).
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It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience (Oliver, 1980). The most widely accepted conceptualization of the customer satisfaction concept is the expectancy disconfirmation theory (Barsky, 1992; Oh and Parks, 1997; McQuitty, Finn and Wiley, 2000). The theory was developed by Oliver (1980), who proposed that satisfaction level is a result of the difference between expected and perceived performance. Satisfaction (positive disconfirmation) occurs when product or service is better than expected.
On the other hand, a performance worse than expected results with dissatisfaction (negative disconfirmation). Studies show that customer satisfaction may have direct and indirect impact on business results. Anderson et al. (1994), Yeung et al. (2002), and Luo and Homburg (2007) concluded that customer satisfaction positively affects business profitability. The majority of studies have investigated the relationship with customer behaviour patterns (Soderlund, 1998; Kandampully and Suhartanto, 2000; Dimitriades, 2006; Olorunniwo et al. 2006; Chi and Qu, 2008; Faullant et al. , 2008). According to these findings, customer satisfaction increases customer loyalty, influences repurchase intentions and leads to positive word-of-mouth. Given the vital role of customer satisfaction, it is not surprising that a variety of research has been devoted to investigating the determinants of satisfaction (Churchill and Surprenant, 1982; Oliver, 1980; Barsky, 1995; Zeithaml and Bitner, 2003). Satisfaction can be determined by subjective (e. g. customer needs, emotions) and objective factors (e. . product and service features). Applying to the hospitality industry, there have been numerous studies that examine attributes that travellers may find important regarding customer satisfaction. Atkinson (1988) found out that cleanliness, security, value for money and courtesy of staff determine customer satisfaction. Knutson (1988) revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important. Barsky and Labagh (1992) stated that employee attitude, location nd rooms are likely to influence travellers’ satisfaction. A study conducted by Akan (1995) showed that the main determinants of hotel guest satisfaction are the behaviour of employees, cleanliness and timeliness. Choi and Chu (2001) concluded that staff quality, room qualities and value are the top three hotel factors that determine travellers’ satisfaction. Providing services those customers prefer is a starting point for providing customer satisfaction. A relatively easy way to determine what services customer prefers is simply to ask them.
According to Gilbert and Horsnell (1998), and Su (2004), guest comment cards (GCCs) are most commonly used for determining hotel guest satisfaction. GCCs are usually distributed in hotel rooms, at the reception desk or in some other visible place. However, studies reveal that numerous hotel chains use guest satisfaction evaluating methods based on inadequate practices to make important and complex managerial decisions (Barsky, 1992; Barsky and Huxley, 1992; Jones and Ioannou, 1993, Gilbert and Horsnell, 1998; Su, 2004).
The most commonly made faults can be divided into three main areas, namely, quality of the sample, design of the GCCs, and data collection and analysis (Gilbert and Horsnell, 1998). In order to improve the validity of hotel guest satisfaction measurement practice, Barsky and Huxley (1992) proposed a new sampling procedure that is a „quality sample“. It reduces nonresponse bias by offering incentives for completing the questionnaires. The components of their questionnaire are based on disconfirmation paradigm and expectancy-value theory.
In this manner, guests can indicate whether service was above or below their expectations and whether they considered a particular service important or not. Furthermore, Gilbert and Horsnell (1998) developed a list of criteria for GCC content analysis, which is adopted in this study as well. Schall (2003) discusses the issues of question clarity, scaling, validity, survey timing, question order and sample size. Customers’ requirements for satisfaction are difficult to comprehend. They have different preference when it comes to availing services from providers.
Same with hospitality industry – for establishments like Bayleaf hotel of Intramuros there’s a lot of effort to make, creative thinking and strategy to stay in the competition. To be the only hotel in Intramuros, a great expectation among visitors is always present. Unless an organization evolves specific methods for measuring customer satisfaction and quantify the results, it may be difficult to say whether the customers are satisfied or not; whether customer satisfaction is improving or not it also vey essentials to measure customer satisfaction so as to stay ahead of competition.
Each business unit has to conduct its business in such a way that it is able to achieve more customer satisfaction than its competitors at all times. Therefore, to face and win the competition, every organization should continue to improve their products and services and attain higher levels of customer satisfaction. Regarding on customer satisfaction, the following statement could indicate that the establishment has a lot of services to offer. Statement of the experienced customers will prove that Bayleaf Hotel can stand in a competition as a boutique hotel yet can provide 5-star experience to its valued customers.
According to Dr. Deo Baraan the owner of the website (thegrandeurtraveler. com) “If you are looking for a new hotel that will show you Manila’s rich history, lost magic and inimitable views, nothing would be more perfect than the Bayleaf Hotel. ” In addition to what he says, “Everyone can now have a taste of an upscale accommodation in the heart of Manila’s historic district”. When it comes to money issues, Vic Nair of Kuala Lumpur (tripadvisory. com) stated “Bayleaf is a great hotel with value for money.
Excellent service from their young staff members. ” Another statement that we got from redheelsinthecity (tripadvisory. com) “Manila, in general, is a busy, polluted and messy city. Finding a place like this is close to impossible. 9 spoons restaurant has the best food and ambiance. However what I love about the place is the Sky Deck View Bar. Especially on a cold night, having a beer absolutely scratches your stress away. Not to mention you get even more amazed by the view around, very conducive for unwinding.
The place can immensely cater a good service especially for occasions. Most of all, it stands in the heart of the old city called Intramuros, which I think is the best location in manila. Service of the staff and management is impeccably wonderful and impressive. “ It is certainly not easy, at least to start with, to compute indices for customer satisfaction. It requires innovative people, a determined management and additional efforts by the organization for this purpose. This will pay for more than itself in the ultimate analysis.
Therefore, the chief executive of the organization should be committed and persuasive in measuring customer satisfaction in the interest of the organization and provide resources for this task. A feedback or a complaint criticizing the organization should be taken as a blessing in disguise and in the right spirit. If there is no direct feedback or complaint, then the organization should look for other ways for finding out the same, since feedback is one of the most important triggers for improvement.
If complaints are made, the organization should seriously make efforts to see that the complaints are result to the satisfaction of the customers. (Subburaj Ramasamy; 2012) According to Ms. Glenda G. one of the experienced customer of the Bayleaf Hotel “We booked ; paid the rooms 6 months ago ; requested a queen beds but we got 2 twin separate beds, it’s also a terrible service at the roof top restaurant they’re so slow in accommodating. We even said give us a wash cloth will clean the tables” Another experienced customer (tripadvisory. om) WWWorkes of Vilnius state that “All in all, this is a clean, comfortable hotel in a great location – but don’t expect to be able to spend any amount of time relaxing in it – it has little to offer and generally doesn’t meet its potential” VIP on Bangkok also commented on the website regarding in his experience on the hotel – “I like its surrounding and location, but ventilation need improvement to get rid of damp smell in the room. Towels smell too strong chemical” Every complaint should lead to determine efforts by the organization to make improvements so as the result in non-reoccurrence of such complaints in the future.
In short, the service provider should have a system to solicit feedbacks and complaints, deal with them dispassionately, rectify the defects immediately, compensate where not possible to rectify and analyze such mistakes to find out measures for their non- reoccurrence and implement the measures strictly. The above is also known as complaint recovery process. Every organization should have a well-defined process and procedure for getting feedback and receiving complaints from the customers and use every complaint as an instrument for improvements. SYNTHESIS
Chapter 2 is about the review of related literature; it is about the purpose of the review to analyze critically a segment of a published book of knowledge through summary, classification and comparison of prior research studies, reviews of literature, and theoretical articles. We have the foreign and local literature. In foreign literature we based on the research book. What we had is the article of Subburaj Ramasamy, Kevin Cacioppo, Cardozo’s (1965), Giese and Cote, (2000), Gundersen, Heide and Olsson, (1996), Oliver, (1980), Anderson et al. (1994), Yeung et al. 2002), and Luo and Homburg (2007), Barsky, 1992; Oh and Parks, 1997; McQuitty, Finn and Wiley, 2000, Soderlund, 1998; Kandampully and Suhartanto, 2000; Dimitriades, 2006; Olorunniwo et al. , 2006; Chi and Qu, 2008; Faullant et al. , 2008, Churchill and Surprenant, 1982; Oliver, 1980; Barsky, 1995; Zeithaml and Bitner, 2003), Atkinson (1988), Knutson (1988), Barsky and Labagh (1992), Akan (1995), Choi and Chu (2001),Gilbert and Horsnell (1998), and Su (2004), and those books associates some knowledge and ideas regarding customer satisfaction and hospitality industry.
For instance we also got statements from foreign customers who had an experience in staying at Bayleaf Hotel namely; Redheelsinthecity, WWWorkers, and VIP on Bangkok. For local literature we have Ms. Glenda G. and Dr. Deo Baraan, who experienced Bayleaf Hotel as well. Therefore, the purpose of this review is to analyze critically a segment of a published body of knowledge through these articles. INPUT: Bayleaf Hotel, Intramuros as the focus of the study and as a new hotel caters to satisfy tourists within and outside Intramuros.
CONCEPTUAL FRAMEWORK PROCESS: * Surveying through questionaires * Interview OUTPUT: Determine the level of customer satisfaction in Bayleaf Hotel and competitiveness of the establishment. The conceptual framework above shows that the input in Bayleaf Hotel, Intramuros as the focus of the study and as a new hotel caters to satisfy tourists within and outside Intramuros. The process of the study is done by giving survey through questionnaire and conducting interview to determine the level of customer satisfaction and competitiveness of Bayleaf Hotel.
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Assistance with Writing a Customer Service Thesis Topic
Personalized Help with Customer Service Thesis Topic Ideas
Customer service is a popular concept in the current world. This concept is included in most courses such as hospitality, marketing, human resource among others. Whether one is self-employed or working as an employee, it is important to understand what entails customer service. In the current world, there is rampant competition in every business niche. Frankly speaking, businesses are dealing with similar goods and offering the same services. Customer service is what makes a business to stand out from its competitors. Generally, clients will view a business with excellent customer services as superior from the rest. As a student undertaking the customer service course, your customer service research paper topic ideas should hence be unique. It is important that you understand that your skills will come in handy. This also means that the customer service thesis project that you come up with will play a vital role in the business world. Now that you understand that the customer service course is very impactful, you may still be facing challenges with creating excellent ideas for a customer service thesis topic. One of these challenges is the fact that as a scholar, you have so many academic papers to handle and your time may be limited too.
New Thesis Topic Ideas on Customer Service
Interrelations between customer buying decision and customer service
Customer service is important in a business because it can influence the buying decision. If customer service support is good, there are expectations that the company gets many subscribers. This study will test this hypothesis that good customer service leads to high subscribers who eventually become customers of the respective firm/business.
Understanding and improving customer service delivery using big data analytics
Companies are realizing the importance of analytics in improving service delivery. This study will assess how big data analytics could be used in companies to improve customer service delivery quality. You can request for custom help with a thesis topic on customer service from us if you are challenged in creating your research topic.
Investigating customer service features that help in customer retention
The main objectives of companies in marketing are to attract new customers and doing whatever possible to make sure that those customers continue using their services. This research will address the features and role of customer service delivery in ensuring customer retention.
Integrating virtual reality technology in the delivery of customer service
Customer service includes guiding people on how to use products purchased from a given company. Virtual reality technology is an important aspect of teaching people on how to interact with objects they have purchased before using the physical object. This study will examine how virtual reality technology could be used to improve service delivery. Get assisted to generate a research topic on customer service by conferring with our research topic writers.
Impact of customer service agents’ gender and voice on customer buying decision
The objective of this study will be to investigate the impact that customer service attendants’ gender and voice have on a customer’s decision to buy. Capturing the attention of customers is important and the right customer service voice can be used to achieve that. This study will help companies to hire the right people as customer service providers.
Using customer service to ensure customer satisfaction
This study will examine the relationship between customer service quality delivery and the level of customer satisfaction. When customers are given satisfying answers, there is a likelihood of continued consumption of certain products and improved satisfaction. We can guide you on how to develop topic ideas for a customer service thesis.
Latest Customer Service Thesis Topic Ideas
Customer service covers a wide range of business areas. This might make it very hectic to come up with the latest, relevant research topic ideas in customer service. Our experts have been in the same situation and they understand quite well the thesis writing challenges that you are facing. We have come up with a list of the most recent ideas for a customer service thesis topic, which are:
- Evaluation of the loyalty of customers in internet banking,
- A critical assessment of the satisfaction of customers in the delivery of services,
- Discussion of the loyalty of customers in the banking industry,
- Ways in which businesses can enhance the satisfaction of their customers,
- Impact of the internet in improving customer satisfaction.
You can choose the topic idea that interests you from our list. If you still feel that you are not contented with the listed customer service thesis topic ideas, you can trust our experts to help you with creating other customized and good topic ideas for customer service research. We look at the areas that you are passionate about so that we can come up with ideas that interest you and intrigue your curiosity. You can be assured that our experts will write for you excellent research topic ideas.
Customer Service Essays (Examples)
Customer service is an important part of keeping a business profitable. However, in a changing business and cultural environment, it is difficult to ascertain exactly what values or features will accomplish that mission. This research attempts to identify the new aspects of the customer service-profitability equation and describe a model for effective use of employee training in creating both customer and employee satisfaction, as well as increased profitability.
This research is important to the stakeholders in the equation as well, service providers/product manufacturers and the consumer.
Chapter I: Introduction and Hypothesis
Chapter II: Review of Literature
Chapter III: Methodology
Introduction and Statement of the Problem
Statement of the problem: Good customer service does not happen by accident, but rather by instruction in very specific methods of ensuring customer satisfaction, loyalty and repeat purchases. The question…
Brown, Carolyn M. (1998) Customer satisfaction: Turn customer data into company profits. Black Enterprise, 29 (3), October. Retrieved July 9, 2004 from www.questia.com.
Calantone, Roger J. (2000) ISO 14000: Assessing its perceived impact on corporate performance. Journal of Supply Chain Management, March 22. Retrieved July 9, 2004 from www.highbeam.com.
Customer relationship management for commercial lending: It’s pivotal. (2002) ABA Banking Journal, 94 (11).
Diekmann, Frank J. (2004) The overlooked value of doing cultural due-diligence. Credit Union Journal, July 5. Retrieved July 9, 2004 from www.highbeam.com.
Customer Service Is a Fundamental Service That
Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele. Customer service tus becomes a very important facet of a good business and of growing profits. In tis paper various questions will be analyzed, suc as wat good customer service actually means, and wat defines suc service. A company will furter be selected, and will be analyzed from te viewpoint of good customer service.
To begin, one must analyze wat “good customer service” means. One eard tis every day and expects it from all companies. In order to appreciate good customer service one must ave ad bad experiences, suc as customer service personnel being inattentive, unknowledgeable, or not elpful. Terefore, good customer service can be defined as wen an employee takes te time to listen to a customer’s concerns by genuinely expressing interest, sympaty, and eagerness to satisfy te…
Customer Service Management
Description of the Business
I am going to work with a chain of sandwich shops specializing in banh mi. The concept is simple — banh mi is a Vietnamese sandwich on a baguette. They are usually quite affordable, often coming in a price point lower than the big sandwich chains. The name of the chain is going to be Uncle Ho’s Banh Mi, with a tongue-in-cheek Uncle Ho as the mascot. The banh mi is typically made with a meat — either pate or xa xiu (roast pork) and a large helping of vegetables. Tofu can also be used in place of the meat. The meat is used sparingly, but it is full of flavor. This helps balance the sandwich, which would otherwise be mostly vegetables. That there are a lot of vegetables helps keep the ingredient cost down. A variety of condiments will also be available, ranging…
Beaujean, M., Davidson, J. & Madge, S. (2006). The moment of truth in customer service. McKinsey & Company. Retrieved April 21, 2014 from http://www.mckinsey.com/insights/organization/the_moment_of_truth_in_customer_service
Eyre, C. (2008). Sandwich growth hinges on niche groups. Bakery and Snacks. Retrieved April 21, 2014 from http://www.bakeryandsnacks.com/Markets/Sandwich-growth-hinged-on-niche-groups-report
Rogers, A. (2014). Subway: That yoga mat chemical is almost out of our bread. Time Magazine. Retrieved April 21, 2014 from time.com/59542/subway-bread-yoga-mat-chemical/
Sheppard, P. (2012). Sandwiches market — a slice of the action. Tutor2U.net. Retrieved April 21, 2014 from http://www.tutor2u.net/blog/index.php/business-studies/comments/a-slice-of-the-action
Customer Service Ethical Marketing Customer
While this approach has been implemented by most of the economic agents, British retailer Marks and Spencer argues that the economic crisis is no excuse for the business institutions to postpone their green initiatives. They as such invested £200 million in their own ethical campaign, and they now implement it, while in the same time, criticizing other companies for having renounced their initiatives in the wake of the economic crisis. Marks and Spencer promoted messages such as the ones below:
“Above all, doing the right thing is doing it today, because our planet can’t wait until tomorrow”
“For some retailers, green went out of fashion as quickly as it came in”
These messages carried out through the ethical marketing campaign of Marks and Spencer are presented by Mark Sweney in a 2009 article in the Guardian, entitled “Marks and Spencer trumpets ethical initiatives in ad campaign. M&S’s national ad campaign…
Sweney, M., 2009, Marks and Spencer trumpets ethical initiatives in ad campaign. M&S’s national ad campaign pushes £200m ethical plan and chides rivals for retreating from commitment to green issues, the Guardian, http://www.guardian.co.uk/media/2009/jun/12/marks-spencer-advertising-ethical-plan accessed on August 22, 2012
Vaccaro, a., 2010, Review: 12 tips for ethical marketing to the new consumer, Triple Pundit, http://www.triplepundit.com/2010/01/12-tips-for-ethical-marketing-to-the-new-consumer-book-review/last accessed on August 22, 2012
11 effective strategies Apple uses to create loyal customers. Complete solutions, familiar formats and “the cool factor” keep customers coming back, Inside CRM, http://www.insidecrm.com/features/strategies-apple-loyal-customers / accessed on August 22, 2012
Customer Service Website Marketing Plan
From a performance analysis perspective, costs of alternative support channels are first evaluated, followed by the key performance indicators (KPIs) typically used in financial services organizations to measure the performance of their online initiatives, most notably, websites. Following this discussion of performance analysis there is an analysis of resource availability and allocation of resources.
From a cost-per-incident analysis, the following table presents findings from Forrester esearch specifically in measuring the median internal costs companies are incurring as a result of each customer service channel. The objectives of this marketing plan specifically focus on driving user adoption while at the same time making process workflows efficient enough to attain the following best practices figures from Forrester esearch.
Best Practices in Services Costs by Channel
Cost per Incident
Annual Growth ate
Knowledge Database and Website
Source: Watson, Donnelly and Shehab (2)
These best practices…
Good, Dr. Micheal. Software Usability Engineering. Digital Technical Journal, No.6, February 1988, 125-133.
Murphy, Jim. Establishing a True Source of Product Content for Competitive Advantage, AMR Research Report. Friday May 30, 2003. Jim Murphy. Boston, MA
Neilsen, Dr. Jakob. Usability 101: Introduction to Usability. Alertbox Article Series on Dr. Neilsen’s website. August 25, 2006.
Retrieved from the Internet on June 6, 2007:
Customer Service it Was During
(Setting and Measuring Service Standards)
The store then appointed supervisors to ensure that all employees were following the procedures properly and even used ‘mystery shoppers ‘to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the evco Drug Store measured the number of complaints, to find out whether there had been any decrease in the number and to their happiness, they did find that the number of complaints against service had come down drastically, and at the same time, the number of happy and satisfied customers had increased significantly. This program of ‘every customer, every time’, was therefore considered to be a success, and the important thing to be learnt from this experience is the fact that is that the customer must be treated with respect and courtesy every time he…
Ball State and Hospital stress importance of customer service. 20 November, 2000. Retrieved from http://www.bsu.edu/news/article/0,1370,-1019-1476,00.html . Accessed 18 August, 2005
Best Customer Service Practices. Retrieved at http://www.inc.com/guides/cust_service/23036.html . Accessed 18 August, 2005
Brodsky, Norm. The Inspector. Inc. Magazine. November, 1999. Retrieved at http://www.inc.com/magazine/19991101/15392.html . Accessed 18 August, 2005
Caggiano, Christopher. Building Customer Loyalty, the Harley Way. Inc. Magazine.
Customer Service in C H Robinson
Training programs are also another useful means of creating employee satisfaction as they give the sense of support in the professional formation of the individual.
The implementation of the reduced retail prices is only possible through processes of internal cost reduction. The first step is that of lowering the profit margin in the meaning of accepting reduced profits. Then, the organizational leaders could engage in conversations with the purveyors in order to negotiate the retail prices of various commodities or services. Premiums, bonuses or dividend payments could also be withheld for the duration of the economic crisis. Savings should be made relative to utility bills and invoices being deducted.
Finally, in terms of an improved organizational perception and reputation at a global level, it is advisable for C.H. obinson to invest in a marketing campaign that promotes the company and the values to which it stands true. It would also…
Goldner, P.S., Red-Hot Cold Call Selling: Prospecting Techniques that Really Pay off, 2nd Edition, AMACOM Div American Mgmt Assn, 2006, http://books.google.com/books?id=dprsSq0pRr0C&pg=PA27&dq=customer+service+definition&as_brr=3#v=onepage&q=customer%20service%20definition&f=false last accessed on November 18, 2009
About Us, C.H. Robinson Worldwide, Inc. Website, http://www.chrobinson.com/AboutUs/OurCompany / last accessed on November 18, 2009
Ford Motor Company 2008 Annual Report, http://www.ford.com/about-ford/investor-relations/company-reports/annual-reports last accessed on November 18, 2009
Customer Service in Business High
So, the level of satisfaction registered by a customer is sometimes subjective. For instance, I’ve had an unpleasant experience with ADIDAS, a company about which I have heard only the best. I went in to buy a pair of snickers, but I could not find the right size on the shelves, and so asked for some assistance. ut the salesman was not as eager to help as I would have liked, so I left the shop a bit disappointed.
From my personal and subjective opinion I believe the following companies to have high customer service: American Apparel, Daimler-Chrysler, FedEx, Nike, Procter & Gamble and United Airlines. At the other pole of the customer service quality I tend to place ADIDAS, McDonald’s, Colgate-Palmolive.
Finally, I believe that there is a significant difference between customer service and customer relationship management. The first implies the actual behavior towards customers, whereas the latter implies…
Official Website of Service Quality Institute, http://www.customer-service.com/,last accessed on September 7, 2007
Official Website of Customer Service Manager, http://www.customerservicemanager.com , last accessed on September 7, 2007
Wikipedia, the Free Online Encyclopedia, Customer Relationship Management, September 6, 2006, http://en.wikipedia.org/wiki/Customer_relationship_management,last accessed on September 7, 2007
Customer Service at College
Customer Service at College
When enrolled and even when graduated, students continue to interact with the staff regarding counseling assistance. Having a good customer service department in a college is very important as many a times it develops and shapes up a student’s idea and perception regarding the institution. If there is no department which can aid the student and help him with the problem or confusion that he faces, then this will worsen the view that he would have initially had for that particular college. This can also be a reason for him to decide not to graduate from there and get a transfer to some other college which has such services and can be beneficial for the student. It is of essential importance that customer service departments should be present in colleges. It should be there to provide them with academic and career advice and what subjects to…
(1) University of Pittsburg — Freshman Peer Counselors. Available online: http://www.fpc.pitt.edu / [Accessed on 03/09/05]
(2) Scott, S.H., and R.W. Warner – “Research in Counseling.” Personnel and Guidance Journal 53(3). 1974. Pages 228-231.
(3) W.F. Brown – “Effectiveness of Paraprofessionals: The Evidence.” Personnel and Guidance Journal 53(4). 1974 pages 257-263.
(4) Bean, J. P, Interaction effects based on class level in an explanatory model of college student dropout syndrome. American Educational Research Journal, 22(1), 1985,-page 61.
Customer Service at Apple Apple’s Customer Service
Customer Service at Apple
Apple’s customer service is among its strongest features. Its innovative in-store checkout and support methods and its highly qualified staff of in-house technical support agents help keep Apple’s customer service standards up to par with the high product standards cited in the company mission.
Among the most important of objectives for Apple when it comes to customer service is the level of knowledge possessed by each of its customer service specialists. In-store technical support personnel are identified as Apple Geniuses and, as the article by Ernst (2013) points out, they are usually able to live up to this title when handling your customer inquiries. This is the because Apple has placed knowledge among the most important features of its collective working culture.
Its effectiveness at achieving this aim may be measured by the level of customer satisfaction experienced by those completing in-store appointments or technical support…
Ernst, K. (2013). BMW Looks to Apple to Improve Customer Service. Motor Authority.
Isaac, M. (2013). Microsoft Hacked, Just Like Facebook and Apple. All Things D.
Customer Service Training Manual
Customer Service Training Manual
The Ultimate Beauty Center has had a relatively successful existence and share of the market in South Bend, Indiana for 12 or so years. It has its own tastefully-designed building with modern equipment and machinery, which have attracted an increasing number of customers from adjacent towns and states. From a simple slimming shop, it grew into a center with three other departments, supplementing slimming services: hair, nails and facial care. It was previously owned by a mother-and-daughter team who observed conservative business practices.. The Center has an overall personal complement of 60, serving an average of 30 customers and walk-ins daily.
Because of its growing volume of clients, the owners decided to open a Customer Services (CS) department, directly under the owner., to handle public queries and information, promotional campaign, media and public relations, and internal MIS arm. This experimental CS department has been operating for…
Customer Service Evaluation How Do
81 and .77, singif8icant at the .05 level, shows that the tests while valid, are not reliable in measuring ongoing performance gains. The r with complaints for Work Sample (T) of .37 and .35 also indicate that the test is highly valid yet lacks reliability in ensuring long-term customer service levels. Work Sample (T) shows that it is only sporadically valid as well with the very low r with speed and negative values for r with error rate. The Work Sample tests are ideal for capturing applicants’ ability to manage complaints yet cannot be used with any validity over other areas of their responsibilities. In conclusion these tests also need modification before they can be used “for keeps” as part of the overall methodology for hiring at the company.
3. What limitations in the above study should be kept in mind when interpreting the results and deciding whether to use…
Heneman III, H.G., Judge, T.A., & Kammeyer-Muller, J.D. (2012). Staffing organizations. (7 ed.). New York: McGraw-Hill/Irwin.
Customer Service and Database Problem
This change over would be slower, but would have produced the system-wide gap in knowledge that afflicted IBS.
Although the new system may theoretically be better, the mischance suggests that a more secure and slower process of conversion in the future will necessary to prevent further occurrences of such unfortunate and inconvenient events. Also, it is critical that the concerned customers who had to pay out of pocket expenses are assuaged of their fears that this may reoccur.
Employees affected must be given a way of identifying themselves and providing their previous social security numbers and personal and verifiable criteria to the pharmacy, so it is recorded. hen doing so, they may be given a reimbursement for all proven out of pocket expenses immediately. This will ensure all employees do give data regarding their old identification numbers and social security numbers immediately, to prevent further confusion, but convey…
On the Industry.” (2005) RSI: We Make Your Benefits Work
Department of Health and Human Services. (2005) “National Provider Identification Numbers Begin in 2005. http://www.cms.hhs.gov/hipaa/hipaa2/regulations/identifiers/NPI%20Dear%20Provider%20Final.pdf
Customer Service at JetBlue Airways
It is clear that when busy employees and weary travelers are treated with respect, dignity and courtesy, it can make a profound difference in how the company operates and is perceived by customers – and potential customers — and this is how JetBlue has succeeded in adding value through these simple but important techniques. “These guiding principles have been extended to all levels of JetBlue’s operation, internally and externally, and have created unique customer appeal” (Bodouva & Bodouva, 2004, p. 317). These guiding principles have also been the driving forces behind JetBlue’s efforts to gain additional market share by adding value from both the customer and employee perspective.
The impact of these foregoing value-added approaches has been significant and they have paid major dividends for JetBlue to date:
JetBlue has made significant progress in establishing a strong brand that helps to distinguish it from the competition. It seeks to be…
Ashby, M.D., & Miles, S.A. (2002). Leaders talk leadership: Top executives speak their minds. New York: Oxford University Press.
Couldry, N., & Mccarthy, a. (2004). Mediaspace: Place, scale, and culture in a media age. New York: Routledge.
De Neufville, R. (2006). Planning airport access in an era of low-cost airlines. Journal of the American Planning Association, 72(3), 347.
De Pelsmacker, P., & Kitchen, P.J. (2004). Integrated marketing communications: A primer. New York: Routledge.
Customer Retention Strategies Creating Exceptional Customer Service
Customer etention Strategies
Creating Exceptional Customer Service at Southwest Airlines
Southwest Airlines continues to lead the airline industry in customer satisfaction because their business model puts customer satisfaction and maximizing customer experiences at its center. Their leadership of the industry on customer satisfaction measures has also been seen in the result of Consumer eports studies as well (Consumer eports, 2007). What sets this airline apart from others is the belief that customer loyalty will lead to more profitable growth when combined with an extensive commitment to process, system and service standardization (Hardage, 2006).
Analyzing Why Southwest Excels At Customer Service
Southwest Airlines’ founders quickly realized that their business model must attract the mid-range and casual traveler if they were to succeed. They did not initially pursue the highly profitable business traveler as their competitors were doing at the time. Instead, the company quickly built ticketing, in-flight services, aircraft operations and…
Bernoff, J., & Li, C.. (2008). Harnessing the Power of the Oh-So-Social Web. MIT Sloan Management Review, 49(3), 36-42.
Best airlines for today’s busy skies. (2007, July). Consumer Reports, 72(7), 17-19.
D’Aurizio, P.. (2008). Southwest Airlines: Lessons in Loyalty. Nursing Economics, 26(6), 389-92.
Ginger Hardage. (2006). Profile: Communicating the Southwest Way. Strategic Communication Management, 10(3), 4.
Customer Service Case Returns Refunds and Adjustments
eturns efunds and Adjustments
The advantage of one retail format or channel relative to another with regard to adjustments, refunds and returns is predicated on the supporting supply chain’s agility, efficiency and capacity to respond to rapid changes in demand. It is also predicated on the relative financial contributions of the products sold through one channel over another (Stock, Speh, Shear, 2006). Companies including Amazon.com, Zappos and others have successfully used adjustments, refunds and returns as a means to increase service recovery strategies online, earning a reputation for being very customer-centric and trustworthy as a result (Forbes, 2008). All of these factors determine if one retail format or channel is more effective than others in the use of adjustments, refunds, and returns.
Analysis of etail Channels: Effects of Adjustments, efunds and eturns
The entire spectrum of retail sales channels from click & ship, brick-and-mortar, clicks & bricks,…
Chen, J., & Bell, P.C. (2012). Implementing market segmentation using full-refund and no-refund customer returns policies in a dual-channel supply chain structure. International Journal of Production Economics, 136(1), 56.
Forbes, L.P. (2008). When something goes wrong and no one is around: Non-internet self-service technology failure and recovery. The Journal of Services Marketing, 22(4), 316-327.
Stock, J., Speh, T., & Shear, H. (2006). Managing product returns for competitive advantage. MIT Sloan Management Review, 48(1), 57-62.
customer service philosophy consists of two parts. First, the company’s prices are highly competitive, and second, employees are empowered to “delight the customer.” By offering these two components of highly excellent customer service, the company has set itself apart from its competitors. By offering targeted discounts and a specific philosophy for returning and complaining customers, the company has built a loyal customer base that has contributed to its prominence in the business world. At least this has been the case before internal difficulties began to affect the company’s financial standing.
Made for You’s current strategy is to act generously towards repeat customers and those with legitimate complaints. Such generosity occurs in the form of automatic discounts for repeat customers. Legitimate complaints such as delivery delays, unavailability of requested pieces, or long waits for service are compensated in terms of discounts, charge cancellations, or upgrades.
While these strategies are extremely effective…
Friedman, S.A. (2014). Ten Commandments of Great Customer Service. Retrieved from: http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm
Keys to Operating a Successful Business. (2014). The Importance of Good Customer Service. Retrieved from: http://www.hdkeys.com/The_Importance_of_Good_Customer_Service
Customer Service Applications Delivered on Social Networks
Customer Service Applications
Delivered on Social Networks
The impact of social networks on every facet of customer relationships continues to escalate, with more companies using Twitter and Facebook to deliver exceptional customer service experiences by solving their problems quickly, clearly and transparently online (Bernoff, Li, 2008). Social networks are pervasive in their adoption today, with Facebook having more subscribers that some nations have citizens (Woodcock, Green, Starkey, 2011). This has transformed online customer service from simply a Web-based application delivered over a website to an interactive, real-time conversation with customers online (Bernoff, Li, 2008). The intent of this paper is to evaluate how Comcast and other companies in the services industries introduced the new product of online customer service over social networks to their customers, and how these changes made the businesses more profitable and stable as a result. This paper also includes a support plan for customers who choose…
Bernoff, J., & Li, C.. (2008). Harnessing the Power of the Oh-So-Social Web. MIT Sloan Management Review, 49(3), 36-42.
Ernst, H., Hoyer, W., Krafft, M., & Krieger, K.. (2011). Customer relationship management and company performance — the mediating role of new product performance. Academy of Marketing Science. Journal, 39(2), 290-306.
Fournier, S., & Avery, J.. (2011). Putting the Relationship Back Into CRM. MIT Sloan Management Review, 52(3), 63-72.
McCormick, A.. (2009, October). Dell boosts plans to sell via Twitter. Revolution,8-9.
Customer Service My Dear Colleagues
It must be noted though that good communication in selling should be done with all honesty. Never tell your customers with anything about your product that is not true. Remember that satisfied customers always come back.
Moreover, there is a saying that “the customers are always right.” Although this is not true, it is still important that you speak to your customers with respect. Even if you believe that they are not right, every misunderstanding can be resolved with proper communication.
Never push your product to your customers
Put yourself in your customer’s shoes. Would you feel good if a customer service attendant is almost forcing you to buy his product knowing the fact that you are looking for something else or something specific? Customers do not like to be forced. A customer service attendant who forces his customers with too much “sales talk” can only result to pushing his…
Customer Experiences With Customer Service at My
Customer Experiences With Customer Service at My Car Dealer
A recent visit to the service department of the local auto dealership I purchased a car from two years ago forms the foundation of this analysis. As auto dealerships rely on service departments for the majority of their revenue I thought the experience would be a mix of pure efficiency and relationship building. Previous experiences with this dealership have shown them to be not as trustworthy as I had hoped they would be as well. One of the most critical aspects of transitioning customers from being treated as members of a transaction to actually being fans is trust (Gronroos, 1994). Trust is such a critical catalyst to make a customer experience successful that technologies need to better measure and evaluate this critical component as broader CM strategies (Mitussis, O’Malley, Patterson, 2006). Going in to the dealership to get a door problem…
Gronroos, Christian. 1994. From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision 32, no. 2, (February 10): 4.
Lloyd C. Harris, and Emmanuel Ogbonna. 1999. Developing a market oriented culture: A critical evaluation. The Journal of Management Studies 36, no. 2, (March 1): 177-196.
Darryn Mitussis, Lisa O’Malley, and Maurice Patterson. 2006. Mapping the re-engagement of CRM with relationship marketing. European Journal of Marketing 40, no. 5/6, (January 1): 572-589.
Parasuraman, A, Zeithaml, Valarie A, and Berry, Leonard L. 1994. Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing 58, no. 1, (January 1): 111.
Customer Service in a Food Processor Company
Food Processor Company: Application of Customer Service
What is done to improve the clients experience is known as customer service. Different clients have different ideas about what they anticipate from the customer interaction (Harris, 2010). The client service provider must know his clients and work hard to afford them with the best customer service (Harris, 2010).
A physician calling a patient to see how he or she is feeling, a hassle free return policy, timely delivery of goods, calling a client by name, receipt look up, an up-to-date map of an area or having GPS in rental cars are just some of the forms of customer service (Harris, 2010). Other forms include: being courteous or showing a little enthusiasm; giving operating manuals and having FAQs on your website; showing your clients you care; showing understanding when dealing with customer complaints or queries; suggesting a cheaper option or…
Dimensional Research, (2013). Customer Service and Business Results: Dimensional Research.
Establish,.(2013). Customer Service Improvement Case Studies Memorandum 706.Management Consultants Specializing In Supply Chain Management.
Harris, E. (2010). Customer Service: A Practical Approach (5th Ed.). New Jersey: Prentice Hall.
MIT,. (2011). Findings from Phase 1 of the Digital Transformation Study Conducted By the MIT Center for Digital Business and Capgemini Consulting. Digital Transformation: A Roadmap for Billion-Dollar Organizations, 28-58.
Customer Services it Takes Examples
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the process management, also their measurement and knowledge as well as initial contact with customers, all contribute to the performance of the organization.
Firms need to provide results on a consistent basis, be innovative and should respond quickly to any changes in environment for giving exceptional results and satisfying customers. Further in continuous improvement, aspects such as redesign of processes or services, upgraded technology systems, proper paperwork should be focused upon. Continuous improvement requires all firms’ members to look for opportunities to improve. Overall, the continuous improvement process involves customers, leadership, employees and quality. It is the customers who determine if the firm is providing quality. They are the judges of it. The leadership is useful for setting direction of the firm.…
Brown, S.A. (1998). Breakthrough Customer Service. Toronto: John Wiley & Sons.
Buttle, F. (2004). Customer Relationship Management. Amsterdam: Elsevier Butterworth-Heinemann.
Els, W. (2003). Winning at Service. Hoboken: John Wiley & Sons.
Horrell, E. (2006). The Kindness Revolution. New York: AMACOM.
Customer Service An Ethical Issue
Business Ethics: Using Top Quality Parts
Today, every business recognizes the importance of its customers to enhance its longevity. Indeed, customers, even more than investors, are responsible for the strength or weakness of a business. If the customer base is weak and relationships are not up to par, it is more than likely that the business will also suffer. For this reason, businesses have certain codes of ethics when entering into relationship with their customers to optimize these relationships. This is echoed throughout business publications, since a high sense of ethics fosters positive and high quality customer relationships. This, in turn, will create a positive image of the company among customers, who will in turn spread the word regarding the excellence of the company. For this reason, On-Time Technology Products (OTTP) cannot in good conscience succumb to pressure, even from large investors, to save expenses in unethical ways, including using…
Knauss, D. (2010, Jan. 19). The Role of Business Ethics in Relationships with Customers. Forbes. Retrieved from: http://www.forbes.com /2010/01/19/knauss-clorox-ethics-leadership-citizenship-ethics.html
Stack, L. (2014, Sep. 9). The Customer Code of Ethics: The 7 Beliefs of a great service attitude. Forbes. Retrieved from:
Customer Service Profit vs Non Profit
itz vs. Mayo Clinic
When it comes to purchasing and spending, there are two things that perhaps do not always compare equally and favorably and that would be healthcare and hotels. Luxury hotels like itz Carlson stand out simply because not everyone can or chooses to stay at hotels like itz Carlton whereas everyone will need healthcare at some point. What draws these two firms together is that customer service is the epicenter of what they focus on and they do so in a way that is unique. Even with all of that, there are some clear differences between the two and it comes down to their motivations and why they do what they do. While both firms have impeccable customer service, there is clearly one firm that stands out from the two and it is for more than one reason.
As noted in the introduction, both itz Carlton…
Dayaratna, K. (2012). Studies Show: Medicaid Patients Have Worse Access and Outcomes than the Privately Insured. The Heritage Foundation. Retrieved 23 May 2017, from http://www.heritage.org/health-care-reform/report/studies-show-medicaid-patients-have-worse-access-and-outcomes-the
Hartman, M. (2016). The middle class vacation squeeze. Marketplace.org. Retrieved 23 May 2017, from https://www.marketplace.org/2016/07/11/world/middle-class-vacation-squeeze
Solomon, M. (2017). 7 Ways To Improve Patient Satisfaction, Experience, And Customer Service, From Consulting In Hospitals And Healthcare. Forbes.com. Retrieved 23 May 2017, from https://www.forbes.com/sites/micahsolomon/2013/11/02/quick-truths-for-improved-patient-satisfaction-and-customer-service-from-consulting-in-hospitals-and-healthcare/#1eea6b7d7cef
Ubel, P. (2017). Is The Profit Motive Ruining American Healthcare?. Forbes.com. Retrieved 23 May 2017, from https://www.forbes.com/sites/peterubel/2014/02/12/is-the-profit-motive-ruining-american-healthcare/#2ae81cce37b9
Customer Service Perspective for Non Profits
Michael J Fox Foundation
Customer Service Perspective
There are three priority areas that the Michael J Fox Foundation focuses on the could also be considered the customer service perspectives for the organization (MJFF, N.d.). The first is the attempt to alter the disease in meaningful ways; preferably in something that could be considered a cure or at least significantly improve the quality of life of the patients with Parkinson’s disease. This represents the top priority for the organization and they devote over half of their investment activity for this priority area.
The second highest priority area for research is summarized as defining PD. One of the critical missing links in the research is the ability to understand the biomarkers of the disease (MJFF, N.d.). If scientist could better understand the biomarkers of the disease, then it would be possible to track the progression of the disease as well as have…
Shaywitz, D. (2015, October 5). How Too Much Knowledge Sharing Can Suppress Innovation. Retrieved from Forbes: http://www.forbes.com /sites/davidshaywitz/2015/10/05/rapid-data-sharing-can-yield-better-solutions-but-may-overlook-the-best-ones/
Changing Customer Service
We shall, for the purposes of this paper, accept the proposition that we are moving from a culture that can be categorized as “you get what I give” to one where the customer is always right. In the real world, there are companies that do either, depending on their business model. But for the sake of argument we will assume the position of a company that is seeking to shift from the former to a more customer-centric vision of customer service. There are two elements to such a shift — operational and cultural. Operations can be laid out in such a way that barriers to customer service that may have existed in the past are now removed, for example. Yet, because service is inherently customer-oriented, based on interactions, it is critical that the organization shifts to a customer-service-based culture. This is a massive cultural shift from an organizational…
Brady, M. & Cronin, J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research. Vol. 3 (3) 241-251.
Homburg, C., Muller, M. & Klarmann, M. (2011). When does salespeople’s customer orientation lead to customer loyalty? The differential aspects of relational and functional customer orientation. Journal of the Acad. Mark. Sci. Vol. 39 (2011) 795-812.
Leggett, K. (2014). Forrester’s top trends for customer service in 2014. Forrester. Retrieved March 22, 2014 from http://blogs.forrester.com/kate_leggett/14-01-13-forresters_top_trends_for_customer_service_in_2014
Linnenluecke, M. & Griffiths, A. (2010). Corporate sustainability and organizational culture. Journal of World Business. Vol. 45 (2010) 357-366.
Improving Customer Service on a Medical Surgical
Improving Customer Service on a Medical Surgical Nursing Unit
Quality Improvment Project-Customer service on the nursing unit
The hospital medical-surgical nursing unit is usually referred to as the “catch-all” department for different types of patients. This is because it includes renal patients, cancer patients, cardiac and surgical patient. It also includes other patients who do not particularly fall into any of these specialized units. The medical-surgical nursing unit is a conglomeration of all kinds of adults with all sorts of health problems and thus the nurses in this unit need to be dynamic, quick to respond and are almost on their toes at all times. Patients in the medical-surgical nursing unit are likely to develop changes in their condition quite rapidly and therefore they become more unstable even though they may have been admitted in a stable condition. This is because most patients in the medical-surgical nursing unit have unpredictable…
Amba-Rao, S.C. (1994). Human Resource Management Practices in India: An Exploratory Study. Indian Journal of Industrial Relations, 30(2), 190-202.
Dirks, K.T., & Ferrin, D.L. (2002). Trust in leadership: Meta-analytic findings and implications for research and practice. Journal of Applied Psychology, 87(1), 611-628.
Glickman, S.W., Baggett, K.A., Krubert, C.G., Peterson, E.D., & Schulman, K.A. (2007). Promoting quality: the health-care organization from a management perspective. International Journal for Quality in Health Care, 19(6), 341-348. doi: 10.1093/intqhc/mzm047
Judge, T.A., & Piccolo, R.F. (2004). Transformational and transactional leadership: A meta-analytic test of their relative validity. Journal of Applied Psychology, 89(1), 755-768.
Extraordinary Customer Service Is One
Jones (2000) explains that “Competitive advantage can be gained through customer service management (CSM) when implemented as a comprehensive approach to centering the organization on the customer. To be successful in the CSM strategy, each area of an organization must see that, directly or indirectly, achieving its objectives contributes to the customer’s overall experience with the organization (Jones (2000).”
The capacity for business growth as goals are met- if customer service is good loyal customers will begin to tell others about the company and the products and services that are available through the company (Bielski, 2002). When this occurs profit could increase and many goals can be met.
Weaknesses. The weaknesses of industry as it relates to customer service are as follows;
Lack of adequate customer service training/quality assurance- in many cases industry suffers because there is a lack of customer service training that is adequate enough to meet the…
Arogyaswamy, B., & Simmons, R.P. (1993). Value-Directed Management: Organizations, Customers, and Quality. Westport, CT: Quorum Books.
Bielski, L. (2002). The Rise and Fall and Rise Again of Customer Care: As We Move out of Recession, the Quest to Build More Solid Relationships Will Generate Renewed Interest in Customer Service. ABA Banking Journal, 94(8), 46+.
Denton, D.K. (2003). Empowering Intranets to Implement Strategy, Build Teamwork, and Manage Change / . Westport, CT: Praeger.
Jones, C.A. (2000, Summer). Extraordinary Customer Service Management: THE CRITICAL SUCCESS FACTORS. Business Perspectives, 12, 26.
Narrative of Customer Service Experience
This is one company that encourages the customer service representatives to develop relationships with the customers so that they can ask for individuals when and if they need to call back. I enjoyed this aspect of the job because everywhere I had worked before, we had a contact with the customers and the chances were extremely slim that we would ever hear from or speak to that customer again. There were many customers I enjoyed talking to and wished I could handle their future needs.
A learned through my experience that customer service can make or break a company. Several of the things my experience has taught me include:
set yourself above your existing competition (Customer, 1992).
A make it difficult for new competition to get a foothold in your market (Customer, 1992).”
Observations and eflections
When I first began my career in customer service I believed it was a…
Customer service: back to basics is better.
Public Management; 12/1/2004; Clark, Doug
How to win through great customer service.
Canadian Manager; 3/22/1992
Hms Host Customer Service Human
The reinforcement power of this feedback loop strengthens the customer service culture to the point where it has become for HMS Host a source of competitive advantage.
Another way in which HMSHost develops its customer service expertise is through its partnerships. The company utilizes these partnerships to institute a two-way transfer of a wide range of competencies, including technology, logistics and training (QSR Magazine, 2002). These partnerships allow partners like Starbucks and Burger King to contribute their own strong customer service values to HMS managers, who can in turn transfer this knowledge throughout the organization. This infusion of creativity allows for a wider range of ideas and best practices to be introduced into the organization, thereby enhancing organizational learning. The same occurred when HMSHost was taken over by Autogrill — the parent company was able to influence customer service standards and bring in new ideas with regards to enhancing the…
HMS Host website. Various pages. (2010). Retrieved March 13, 2010 from http://www.hmshost.com
No author. (2010). Host/Hostess. Simply Hired. Retrieved March 13, 2010 from http://www.simplyhired.com/job-id/jv4ritjh67/host-hostess-jobs/
QSR Magazine. (2002). HMSHost and Burger King improve efficiency with a two-phase kitchen upgrade. QSR Magazine. Retrieved March 13, 2010 from http://www.qsrmagazine.com/articles/news/story.phtml?id=3641
DVD Rental Improving Customer Service at Vista
Improving Customer Service at Vista DVD Rentals
The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing a critical turning point that could dictate future survival or the suspension of any further business. The transformation must revolve on vastly improved customer service. As is the case for most businesses in New Zealand, customer service has come to play an increasingly important role in Vista’s relevance. Consumers have come to expect a certain level of accommodation on the part of a retail or rental operation and this imposes a high level of importance on the decisions that companies make with respect to the customer experience. Essentially, customer service can be defined as the set of standards, practices and procedures that shape the customer’s experience through the course of a business transaction. This denotes two primary aspects of customer service:…
Blodgett, J.G.; Wakefield, K.L. & Barnes, J.H. (1995). The Effects of Customer Service on Consumer Complaining Behavior. Journal of Services Marketing, 9(4), 31-42.
Doolin, B.; Dillon, S.; Thompson, F. & Corner, J.L. (2005). Perceived Risk, the Internet Shopping Experience and Online Purchasing Behavior: A New Zealand Perspective. Journal of Global Information Management, 13(2), 66-88.
Ennew, C.T. & Binks, M.R. (2005). The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK. British Journal of Management, 7(3), 219-230.
Lyman, A.R. (2004). Customer Service: Does Family Ownership Make a Difference? Family Business Review, 4(3), 303-324.
Develop a Plan for Improving Customer Service
The Challenge of Improving Upon Exemplary Customer Service: Apple, Inc.
For the purposes of this task, the organisation of focus will be the international giant, Apple, Inc. Apple is an organisation and a brand with international fame conjuring instant recognition and respect from global consumers for nearly four decades. Apple has an exceptional reputation for many aspects of their business practices such as product quality, product variety, and for the paper’s purposes, customer service. As the paper will demonstrate and cite, this organisation has an outstanding reputation for customer service. Apple’s customer service is ranked high both nationally (domestically) and internationally. Why choose an organisation that is so far ahead of most others? It is a formidable challenge to constantly and effectively improve upon excellence; this is the task that Apple puts before itself each year, and it is the same perspective from which the paper aligns itself.
Ghobadian, A., Speller, S., & Jones, M. 1994. Service Quality — Concepts and Models. International Journal of Quality & Reliability Management, 11(9), 43 — 66.
Hallowell, R. 1995. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27 — 42.
Lengnick-Hall, C.A. 1996. Customer contributions to quality: A Different View of the Customer-oriented Firm. Academy of Management: The Academy of Management Review, 2(3), 791 — 824.
Meyer, C., & Schwager, A. 2007. Understanding Customer Experience. Harvard Business Review. Harvard Business School Publishing: Cambridge.
Emirate Airlines Customer Service
Emirate Airline Analysis
What follows in this report is a review and summary of the customer services aspect of Emirates Airline. The firm in question has most certainly established a name for themselves and there is the common refrain about how adept they are. Even so, there are opportunities for them to get better and all firms should commit to a culture and mindset of continuous improvement, fettering out what problems what do exist and finding common sense solutions for dealing with the same. Regardless of what problems are found, there need to be evidence-based and realistic solutions put forth, and that shall be the goal of this report. While Emirates Airlines does a lot of things well when it comes to their customer services, they could do even better and strive to do so whenever possible.
Before getting into the minutia of what should change and why,…
Business Retail Customer Service Current
Consumers also seem to become complacent, expecting poor customer service, and not demanding anything better. In addition, many consumers who experience poor customer service do not do anything about it, they simply never return to the store, and the retailer has no idea why. etailers need to remember consumers have choices. As one retailer notes, “And that’s important because no retailer sells anything that customers can’t get from another retailer” (atner, 2002). In addition, online shopping, for many, is a valid alternative to local shopping, because online retailers often offer a larger variety and volume pricing, enticing consumers to order with the click of a mouse. If a local retailer offers poor customer service, it is much less of a hassle to deal with a monitor than a mouthy or rude retail clerk. atner continues, “esearchers can identify the point during a transaction when the service level is most noticed…
Editors. (2007). Eight key luxury retail trends for 2008. Retrieved 6 May 2008 from the Consumer Lab Web site: http://consumerlab.wordpress.com/2007/11/26/eight-key-luxury-retail-trends-for-2008/ .
Ratner, D. (2002). “Much ado about customer service.” Retrieved 6 May 2008 from the About.com Web site: http://retailindustry.about.com/library/uc/02/uc_ratner1.htm .
Employee Customer Service Training New Employee Customer
Employee Customer Service Training
New Employee Customer Service Training Plan
Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies.
The employees of an organization act like the ‘driving force’ which can either lead the organization towards success or can turn out to be the cause of its failure. A company’s progress not only depends on an employee’s individual performance but the way these employees communicate with the customers has its own significance. Thus, in order to run a successful organization, it is quite essential to monitor the correlation between the outcomes and the employees’ input on a regular basis. To ensure employees’ effectiveness, organizations usually remain concerned about training their employees.
Training means a methodical intentional process of changing behavior of organizational members in a direction which contributes to…
Eisenberger, R., Rhoades, L. & Cameron, J. (1999). Does pay for performance increase or decrease perceived self-determination and intrinsic motivation? Journal of Personality and Social Psychology, 77, 1026-1040.
Gerow, J.R. (1997). Psychology — An Introduction. 5th Edition. New York: Longman.
Hinrichs, J.R. (1976). Personnel training. In M. Dunnette (Ed.), Handbook of industrial and organizational psychology. Skokie, IL: Rand MsNally.
Miller & Osinski (1996). Training Needs Assessment. Retrieved November 18,
Hallmarks of Customer Service Excellence
Recently, there was a McDonald’s employee who made an error about a customer’s order. There was a slight discrepancy involved because the customer wanted a breakfast biscuit with eggs, and the employee thought that since the customer mentioned “eggs” in the plural sense she wanted two of these biscuits. However, even once the customer clarified that she wanted just one biscuit, the employee continued to stating that the customer ordered two. The employee was remiss for not admitting his mistake. He was focused on being right, when he should have been focused on satisfying the customer by fulfilling her order correctly. He should have merely admitted his mistake the first time, and corrected the order as opposed to arguing with the customer.
Another time, there was a McDonald’s employee working the drive-through window who was guilty of overpromising to customers. One of the customers was uncertain about which beverage to…
Internal Customer Service vs Outsourcing
Foremost, training takes employees away from their work and therefore generates reduced operational efficiency.
Higher costs with benefits
An outsourcing contract will be simple and clear and will generally only state the object of the contract and the sum of money to be paid at established points in time. The American company would only pay the amount of money in the contract, to the manager or representative of the foreign company. The U.S. manager will not have to deal with employees or their demands.
ith internal service however, the manager will constantly have to deal with the employees and their demands. He will have to offer medical coverage, leave days, premiums and bonuses and so on. These once more increase the costs and negotiations and meeting have the ability to decrease operational efficiency.
Hiring and retention costs
Considering that the services to be offered to customers are a new line…
McDonnel, B.M., 2008, Contemporary Labor Economics, 8th Edition, the McGraw Hill Companies
Thompson, T., 2008, What is Outsourcing? Wise Geek, http://www.wisegeek.com/what-is-outsourcing.html . Ast accessed on December 12, 2008
New Customer Service Application on
Alliances and partnerships that enrich the customer service experience of any online self-service application are exceptionally effective across other industries as well.
The introduction and support of an online self-service application is a multifaceted and highly coordinated strategy that requires system and process integration to be successful. In addition the support for roles-based access and preferences definitions is also critically important as consumers are increasingly expecting this from their online applications and will often reject and not use those that assume a one-size-fits-all mentality in their design. Finally gaining user input and designing with consideration of their needs is crucial for change management to occur. As online self-service is part of a CM strategy in many organizations (egan & O’Connor, 2002) the marketing of the application in addition to its inherent value must both be actively communication clearly.
Sven C. Berger. (2009). Self-service technology for sales purposes in…
Sven C. Berger. (2009). Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption. The International Journal of Bank Marketing, 27(7), 488-505.
Campbell, D., & Frei, F. (2010). Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel. Management Science, 56(1), 4-24.
Robert Kapanen. (2004). Customer relationship management and service delivery. International Journal of Services Technology and Management, 5(1), 42-55.
Chor-Beng Anthony Liew. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131-146.
Starbucks Delivering Customer Service Starbucks
However, simply hiring more people is only a part of the solution; in addition, these new employees, as well as current employees need additional training in order to allow them to serve customers more rapidly and in a more friendly manner. These goals should be tied to a compensation/bonus program for employees if the levels of customer satisfaction in the areas of improvement are enhanced. By doing so, the needs of the firm, its customers and employees are all met, thereby fulfilling the role of an effective business entity.
Brown, a. (2004, August). What’s Brewing at Starbucks?. Black Enterprise, 35, 25.
Clark, P. (1999). Organisations in Action: Competition between Contexts. London: outledge.
Culpan, . (2002). Global Business Alliances: Theory and Practice. Westport, CT: Quorum Books.
John, J. (2003). Fundamentals of Customer-Focused Management: Competing through Service. Westport, CT: Praeger.
Karp, H. (1998, February). Worth More Than a Hill of Beans:…
Brown, a. (2004, August). What’s Brewing at Starbucks?. Black Enterprise, 35, 25.
Clark, P. (1999). Organisations in Action: Competition between Contexts. London: Routledge.
Culpan, R. (2002). Global Business Alliances: Theory and Practice. Westport, CT: Quorum Books.
John, J. (2003). Fundamentals of Customer-Focused Management: Competing through Service. Westport, CT: Praeger.
Job Task Analysis — Customer Service Job
Job Task Analysis — Customer Service
Job Task Analysis Customer Service
Location: Corporate Office
Hourly (Entry 10.00/hour, range to $14.80/hour)
Call Center Agent
High School Diploma or Equivalent
Excellent Interpersonal Skills
Working Knowledge of Basic Computer Operations and MS Word and Excel
Must pass a background and drug screen
Ability to Multi-Task effectively
Clear speaking voice and good command of English
Typing skills of 25-30 wpm or greater
One year experience in Customer Service or Sales
Ability to problem solve and find win-win solutions
Pleasant “can-do” attitude
Excellent listening and empathy skills
Work in a call center environment
Maintain customer service targets
Sales and Sales support
Consistently meets established guidelines
Effectively communicates with customers, coworkers and managers
Demonstrates accuracy and thoroughness to Quality Programs
Ability to service…
Managing Customer Service Satisfaction Over
To protect each party various stipulations of the agreement will define specific instances when it is valid. These different elements are important, because they are showing how these provisions are designed to safeguard both parties and provide added levels of support for a particular product / service. As a result, there are several different components that are a part of an effective service guarantee to include: they clearly state the terms / conditions, they are fair and they list the specific benefits both sides will receive. (Fabien, 2005, pg. 33) (Hart, 2000, pg. 4) (Kau, 2006, pp. 101 — 111)
The service guarantees that we will be examining include: PG & E. And Travelocity. In the case of PG & E, they are clearly stating what customers should expect and the conditions when this agreement will not be applicable. This significant, because the guarantee is considered to be…
Fabien, L. (2005). Design and Implementation of a Service. Journal of Services Marketing, 19 (1), 33.
Hart, C. (2000). Uncovering Customer Value. Marketing Management, 9 (1), 4.
Flowcharting Customer Service Help Desk
(2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/
Kock, E., ed. (2007). ystems Analysis & Design Fundamentals. Thousand Oaks, CA: age.
Mind Tools, (2012). Flow Charting. Retrieved April 2013 from: http://www.mindtools.com/pages/article/newTMC_97.htm
ystem Creates Automatic Ticket
Elevated and Marked Urgent
Return to customer, follow up for satisfaction
Cannot solve in-house
Can solve in house, instruct technician
Elevate to upervisor
Implement olution from upervisor
Receive Product Back – Test
end out to specialist; inform client of delay
Arrange for unit to be mailed in — once it arrives, tag with Ticket number
Analyze and Address Issue
Analyze and Address Issue
Elevate and Assign to Tech…
Advanced Flowcharting. (2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/
Kock, E., ed. (2007). Systems Analysis & Design Fundamentals. Thousand Oaks, CA: Sage.
New Ideas for Nordstrom’s Customer Service Approach
Nordstrom began as a shoe retailer, and eventually transition into a fashion and apparel department story, but all along it was the strong desire of management to provide “the highest level of customer service” with “top of the line, high quality merchandize” (Chapter 5). This paper points to the need for Nordstrom to continue to expand its great customer service, and the risks it might take in that regard.
Nordstrom and Customer Services
How can a great company known for exceptional customer service continue to provide that service and at the same time boost customer loyalty? Given the extraordinary measures that Nordstrom already has gone to — and goes to — how can they continue to provide services that go above and beyond what other upscale department stores? These are the salient questions for this paper. Ideas for continuing to provide great customer care services are provided in the following…
CNN. (2013). Nordstrom’s Christmas ‘tradition’ keeps on giving. Retrieved September 15,
Martinez, A. (2011). Tale of lost diamond adds glitter to Nordstrom’s customer service. The Seattle Times. Retrieved September 15, 2014, from http://seattletimes.com .
Loeb, W. (2014). Want To See The Future Of Retailing? Check Out Nordstrom. Forbes.
Recruiting Customer Service Employees
H manager: Conducing a job analysis of a new customer service positon
Three types of techniques can be used when conducting a job analysis in the workplace of a particular position. The first, that of job observation, takes the form of a trained workplace analyst observing the employee completing his or her tasks. While for some positions this may be useful, particularly manual tasks, other jobs are more difficult to assess visually. In these cases, managers may request a work sampling (such as a representative report) or ask the employee to keep a diary or log of their work (“Job analysis methods” 2015). For a customer service job, observing might take the form of listening to selected calls fielded by existing employees in the position. The disadvantage of this approach is that it can be extremely time-consuming. Also, the trained observers can only give subjective impressions and may…
Campion, M. & Thayer, P. (2001). Job design: Approaches, outcomes, and trade-offs.
Frandsen, S. (2014). How to evaluate a customer service representative. B2B. Retrieved from:
Quality Cost-Competitiveness Customer Service and First-To-Market Are
Quality, cost-competitiveness, customer service and first-to-market are all essential determinants to global commercial success. All sectors of the economic market are obliged to reduce costs and production times while increasing profits and market share. Ambitious organizations are turning to systems management programs such as Six Sigma or Total Quality Management to develop and maintain exceptional standards across the whole of an organization. This includes all aspects of production and manufacturing processes, as well as marketing, sales and distribution, financial considerations, employee motivation and customer service. Finally, product development in the form of a perennial portfolio of projects helps to ensure the viability of a company.
The incorporation of systems management programs has become integral to the renaissance and future of an organization. Often, enterprises will combine qualities from several methodologies such as integration aspects of Six Sigma with Project Management; the very topic of consideration for this essay that examines…
(1) Anbari F.T. (2004) A Systems Approach to Six Sigma Quality, Innovation, and Project Management. Proceedings of the 7th International Conference on Systems Thinking, Innovation, Quality, Entrepreneurship and Environment (STIQE 2004). Maribor, Slovenia.
(2) Anbari F.T. (2003). An Integrated View of the Six Sigma Management Method and Project Management. Proceedings of IPMA 17th World Congress on Project Management. Moscow, Russia.
(3) Anbari F.T. (2002). Six Sigma Method and Its Applications in Project Management. Proceedings of the Project Management Institute Annual Seminars & Symposium, San Antonio, TX.
(4) Kwak Y.H., Anbari F.T. (2004). Benefits, Obstacles, and Future of Six Sigma Approach. Technovation: The International Journal of Technological Innovation, Entrepreneurship and Technology Management, 26 (5-6), pp. 708-715.
Changing the Face of Customer Service in Companies
complaint from the customer was legitimate since being a grown up who had the trust to walk into OTTP shops to purchase a laptop computer and the employee instead mimicked a child’s voice while talking to her, bearing that she was confined to a wheel chair. The client was also rightfully offended for the sales representative to keep leaning on her wheel chair, causing her personal discomfort.
In this event, Mr. MacGibson should unequivocally apologize to the customer on behalf of the company and of the employee who showed gross misconduct. He also needs to assure the client that the individual sales representative will be summoned and accordingly dealt with and that it is not the policy of the company, nor the habit of their employees to act in the manner displayed by Joanne.
The changes that Mr. MacGibson should implement should include the overall organizational policies that should make…
Measuring Improvement in Customer Service the Use
Measuring Improvement in Customer Service
The use of metrics and key performance indicators (KPIs) to measure progress in meeting and exceeding continuous improvement objectives for Customer elationship Management (CM) is commonplace in many industries. The continuous improvement goals and objectives for the CM strategies at a company of interest, Cincom Systems, are multifaceted and concentrate on measuring improvements in prospecting, selling and service strategies over time. Cincom uses a benchmarking methodology for creating a baseline of performance, and then continually measures performance gains over time across five core business units.
Analysis of Continuous Improvement Objectives in CM at Cincom
Cincom Systems is a 43-year-old enterprise software company with approximately 700 employees globally. It has a leadership position in the aerospace and defense, complex manufacturing and outsourcing industries. The metrics and KPIs that the company uses to measure continuous improvement for their CM systems include customer retention rates, sales cycle performance,…
Goldberg, S.R., & Godwin, J.H. (2004). Benchmarking and CRM. Journal Of Corporate Accounting & Finance (Wiley), 16(1), 71-72.
Renart, L.G., & Cabre, C. (2008). Paths To Continuous Improvement of a CRM Strategy. Trziste / Market, 20(1), 61-77.
Schneider, M. (2004). ROI on the Rise?. CRM Magazine, 8(4), 13.
Contact Our Customer Service Department at an
contact our customer service department at an Interesting Incident of My Life
This is the narration of a very peculiar experience that I had a few years ago. I still don’t know how much credibility I can account to it whenever I think about it, but it sure as hell gives me the spooks even up to this day. It all came to pass one cold, dreary winter night. The darkness almost stifling in its vast presence and the very atmosphere seemed to be tingling with apprehension and fear, though that could have been my own feeling of foreboding amplified by my imagination.
The stage it seemed, had been set for some gruesome gothic murder or something and this is what happened that fateful night:- It must have been close to 2:00 AM when I left the party, weary and tired for all the dancing and frisking that Id done.…
Contact Our Customer Service Department at the
contact our customer service department at the Secret of the Spotted Shell is both a mystery story and a coming-of-age story. The mystery part of the plot is driven by the question of what is so special about the writing on the spotted shell of the title. The secret is apparently so terrible, it seems to have forced a young man going on a secret mission to rescue a friend in Vietnam. The novel also tells the story of a young girl who is desperately trying to create a new family for herself in the Virgin Islands. The is anxious to solve the mystery not just because she is curious about its solution, or even because her cousin is directly involved, but because she also wishes to create a sense of peace in her new home.
The story begins as Wendy Williams is sent away to live with her relatives…
Contact Our Customer Service Department at in
contact our customer service department at in her essay “Social Responsibility,” written in 1990, Barbara Illingsworth argues that the primarily private behavior of homosexuals and intravenous drug addicts should not be curbed, even though their behavior exposes them to AIDS, because they primarily harm only themselves.
The date of the essay is significant, because history has proven her wrong. At the time of the essay, San Francisco was considering closing the bathhouses, common hangouts for homosexuals seeking casual sex, because they were perceived as an easy way for AIDS to spread among homosexual men. While this was likely true, Illingsworth argued that since they harmed only themselves, their right to behave in this way should not be curbed. Likewise, she argued that intravenous drug abusers should be allowed to continue with practices such as sharing needles because the problem remained within their social milieu.
She discusses the “weak harm principle,”…
History has proven her wrong. Some of the men frequenting bathhouses were bisexual. They came home to wives or female lovers, and spread AIDS to them. Intravenous drug users were often heterosexual. They would be sexually intimate with a non-infected partner, and infect the partner. At the close of 2002, some reports show AIDS spreading faster among women than men. Sexual preference is no longer much of a protection against AIDS unless one is a completely non-heterosexual Lesbian who never uses drugs. Illingsworth also ignored the financial burden taken on by society to care for those infected by the AIDS virus if the people could not pay for the treatment themselves.
Illingsworth’s main argument, that these groups of people risked only themselves, wasn’t accurate. In addition, the idea that a group of people should be allowed to pose a risk to greater society because society has been unfair to them in some way, makes the two groups sound helpless and unable to assert for themselves.
Closing the bath houses wouldn’t have curbed AIDS in all likelihood, because sexual drive is a powerful one, and people would have found a way to be together. However, by educating these groups about condoms and clean needles, many lives were saved. To ignore the risk to lives because of social slights seems a very weak argument.
Supply Chain and Customer Service
Supply Chain Management
The proposed changes will hopefully improve customer service, but will also focus on improving the integration between the different units, so as to put a common front for the customer. Moreover, the changes will begin to modernize the system for tracking inventory. The reason that the customers expect to be able to track their orders every step of the way is because that is fairly common technology. Thus, a move to RFID and other technologies that facilitate real-time tracking, along with adopting a common technology platform, will serve the company’s needs in a number of ways.
First, the customers will receive the tracking information that they want, and should expect from any company in 2015. This will resolve the company’s major customer service issue, and thus should help to improve its customer service scores overall, which are presently being dragged down by the technological inferiority in the…
Intentionally Bad Customer Service
Bully retailer of eyeglasses
Thrives on threats, intimidation and bad publicity
Widely accused of defrauding customers monetarily and/or through fake goods (Segal, 2010)
Who are the stakeholders
Employees of Decor my Eyes
Owners of Decor my Eyes
Credit Card Companies/PayPal
f. Legitimate owners/retailers of brands being sold by Decor My Eyes (Business Dictionary, 2016).
Interests of Stakeholders
Threats levied by people with Decor My Eyes
Fears for Safety
Being sold fraudulent goods
Being sold no goods at all
Not being able to get refund/exchange
f. Desire for prosecution of Decor My Eyes for threats
g. Desire for Prosecution of Decor My Eyes for fraudulent goods
h. Desire for Prosecution of Decor My Eyes for financial deceit/theft (Business Dictionary, 2016).
Laws/Violations that Apply to this matter
a. Threats against customers
b. Financial fraud with credit card companies or other financial institutions (e.g. Decor My…
Business Dictionary. (2016). What is a stakeholder? definition and meaning. BusinessDictionary.com. Retrieved 13 February 2016, from http://www.businessdictionary.com/definition/stakeholder.html
DeMers, J. (2014). No, The Customer Is Not Always Right. Forbes.com. Retrieved 13 February 2016, from http://www.forbes.com /sites/jaysondemers/2014/09/02/no-the-customer-is-not-always-right/#340840c537de
Segal, D. (2010). For DecorMyEyes, Bad Publicity Is a Good Thing. Nytimes.com. Retrieved 13 February 2016, from http://www.nytimes.com/2010/11/28/business/28borker.html?_r=0
Customer Relations Service Comparisons There Are
This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is “lack of gratitude.” One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves.
Let us now look at another airline from the list. Delta Air Lines chief customer service…
American Airlines adds extra feature and more self-service machines” (16 September, 2005)
Delta Air Lines aims to climb customer satisfaction table” (6 October, 2004) Airline
Customer Centricity – Literature Review
Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988).
Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988).
There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have…
Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.
Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.
Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.
Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.
Service Quality of Singapore Airline
Service Quality of Singapore Airline
The focus of this work in writing is the examination of the SERVQUAL model as it applies to a case study of Singapore Airlines in regards to service quality and the application of a conceptual model of service quality. This study will additionally explain the gap in service quality between firm and customer.
The work of Prayag and Dookhony-Ramphul (2010) report that the SERVQUAL model “is still the most widely used scale for measuring service quality. The SERVQUAL scale has been applied to airlines, hotels, financial services, health care, and the public sector.” (p.3) uttle (1995) reports that SERVQUAL makes provision of a technology “for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and erry, have further developed, promulgated and promoted the technology through a series of publications.” (p.8) It is reported that the AI/Inform…
Buttle, F. (1995) SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing 30,1. Oct 1994.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1985), “A conceptual model of service quality and its implication,” Journal of Marketing, Vol. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1986), “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality,” Report No. 86-108, Marketing Science Institute, Cambridge, MA.
Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality,” Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Service and Marketing Customer Point-Of-View
Customer Service and Marketing
Customer Centric usiness
The customer-centric business model is a necessary hybrid delivery system of goods and services in today’s business environment. With the advent of the Internet, and e-business, customers are no longer limited by traditional geographic parameters for their purchase choices. Other factors which established boundaries to the consumer’s choices, such as limited knowledge of purchase options, and time constraints, or the inability to travel, and research options before making a purchase choice have been dissolved.
Today’s consumer is driving the marketplace in much more powerful ways, since he or she can sit at a desktop computer, and become aware of the options, prices, and product selection in minutes. Armed with this power, the retailer, or provider of good and services that are not also in touch with the advancing level of consumers desires will be left with full shelves, few customers, and falling revenues.…
Almasy, Erich. Building a Customer-Centric Organization. 2000. Mercer Management Conculting. Accessed 12 Dec 2002. http://www.mmc.com/views/00winteralmasy.shtml
Drucker, Peter. (1982) In Search of Excellence. SanFrancisco: HarperCollins.
Ryan, Janet. Creating a Customer-Centric Online Business. 2001. Clickz.com. Accesses 12 Dec 2002 http://www.clickz.com/res/analyze_data/article.php/843481
Service Operations Management Report Mccarran
While this paper focuses on process-centric improvements to McCarran, the research completed for this paper highlights the critical need for an all-encompassing IT architecture that allows for data to support both processes as thoroughly as possible.
Figure 3: Combining the Check-in and retailing processes for greater efficiency
Luggage and Baggage Process Improvements
Another major area of process improvement McCarran needed to focus on was luggage and baggage handling. The airport had been losing between 10% to 30% of all bags, leading to high levels of customer dissatisfaction and many manual processes attempting to compensate for the confusion around this broken process. Relying on Radio Frequency Identification Devices (RFID) McCarran piloted several programs for baggage tagging, management and retrieval using the RFID standard. In the retail industry, Wal-Mart has been a pioneer in establishing higher levels of performance in logistics and supply chain performance using RFID, and McCarran’s many efforts have…
Joustra & Dijik (2001) – Paul E. Joustra and Nico M. Van Dijk. SIMULATION OF CHECK-IN AT AIRPORTS. Presented Proceedings of the 2001 Winter Simulation Conference B.A. Peters, J.S. Smith, D.J. Medeiros, and M.W. Rohrer, eds. http://delivery.acm.org.l/10.1145/570000/564271/p1023joustra.pdf?key1=564271&key2=2390578611&coll=portal&dl=ACM&CFID=11352431&CFTOKEN=77150947
Liu and Wang (2006) – Integrated RFID Data Modeling: An Approach for Querying Physical Objects in Pervasive Computing IBM Silicon Valley Lab and Siemens Corporate Research Princeton, NJ, USA CIKM’06, November 5-11, 2006, Arlington, Virginia, USA.
Study in Contrasts (2006) – A Study in Contrasts: The Evolving SOA Strategies of IBM And Microsoft Thursday, October 05, 2006: Dennis Gaughan. AMR Research. Article.
Service Fairness in CRM in
Time Warner approaches the issue of returns and service adjustment through a series of escalation paths and programs. These are the first step in averting any potential need for service recovery. When the service disruption is their fault or the fault of weather-related causes the company, Time Warner is quick to provide a refund or at least a credit for lost service. This is consistent with the concept of reciprocation and respect for customers as well (Thanh, 2007).
Time Warner is less apt however to provide a refund or credit if there is a conflict with a customer over the quality or latency of a signal over time. This is unquantifiable from a Time Warner standpoint, but very real to a customer. The divergence between what quality level Time Warner thinks it is delivering and it actually is from a customers’ perception causes the majority of churn in their customer…
Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007.
Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G. Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323.
Dang, Dan Thanh, 2007. Tenacity more help than warranty. The Baltimore Sun Tribune Business News. Washington DC.
Service Quality Research the Research Discussed in
Service Quality esearch
The research discussed in this paper is based on the application of the SEVQUAL model to the restaurant sector of the hospitality service industry. The SEVQUAL model was developed in 1985 and has been refined since for use in the service industry. In contrast to goods, service quality has been difficult to measure because of the intangibility, variability and heterogeneity of the service. Moreover, the service quality depends on the interaction between service provider and consumer. The SEVQUAL model was developed to overcome these limitations. The research articles discussed in the following sections were all conducted to apply the model in the restaurant sector to evaluate the service quality of various kinds of restaurants.
In addition to the SEVQUAL model, another useful model is the DINESEV model which has also been used by a couple of the researches discussed in this paper. The researches discussed in this…
Chow, I.H., Lau, V.P., Lo, T.W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. Hospitality management, Vol. 26, pp. 698-710. Accessed from www.sciencedirect.com
Fitzsimmons, J.A., & Fitzsimmons, M.J. (2006). Service management. 5th ed. Tata McGraw-Hill.
Fu, Y., & Parks, S.C. (2001). The relationship between restaurant service quality and cnsumer loyalty among the elderly. Journal of hospitality tourism research, Vol. 25, pp. 320-336. doi: 10.1177/109634800102500306.
Grigoroudis, E., & Siskos, Y. (2009). Customre satisfaction evaluation: Methods for measuring and implementing service quality. Springer Publications.
Customer Relationship Management
Customer elationship Management
Over the last several years, customer relationship management (CM) has become an area which is helping firms to reduce costs and increase productivity. This is because it is focusing on offering small, medium and large sized businesses with number of solutions to streamline their operations. While at the same time, they are utilizing technology to integrate various solutions together. The most notable include: technical support, sales, marketing and customer service. (Brookings, 2013) (Buttle, 2012)
These areas are helping firm to reduce their costs and more effectively understand what is most important to their customers. This is when they can introduce products and services which are most in demand. These objectives are achieved by creating a single platform and adapting to the organization itself. This offers a firm with a customized solution (via the Internet) that assists them in understanding cliental and the marketplace. (Brookings, 2013) (Buttle, 2012)…
Brookings, M. (2013). What are the Advantages and Disadvantages of CRM? Houston Chronicle. Retrieved from: http://smallbusiness.chron.com/advantages-disadvantages-crm-43395.html
Buttle, F. (2012). Customer Relationship Management. New York, NY: Routledge.
Customer service in government
Understanding the importance of customer service in federal government is key to realizing the full potential of the government customer. With the sector’s customer satisfaction ratings at an all-time low, we must consider making radical improvements in the government customer experience. So why can’t you get there from here? The answer may be simpler than you think.
Performance vs. expectations
In 2007 only 57 percent of tax returns were filed electronically. Now it’s over 90 percent. No more hunting down forms in government offices or trips to the Post Office. 1 For most Americans, e-file is quick, efficient, and free. This is just one example of improvement in government customer service.
But that’s not how customer experience in government is seen according to the American Customer Satisfaction Index (ACSI). ASCI’s most recent report shows citizen satisfaction with government customer services at its lowest level since 2007.
In customer service in government agencies, satisfaction is not the same as performance. In practice: Satisfaction = Perceived Performance – Expectations
Or as researcher David Maister put it: “if the client perceives service at a certain level but expected something more (or different), then he or she will be dissatisfied.” 2 Even if citizens perceive government customer service performance accurately, there’s still a gap between performance and expectations. Citizen expectations are set by customer experience in the larger marketplace. Customer-focused business models like Uber, Amazon Prime, and Facebook, coupled with the integration of digital and mobile technologies have drastically altered customer expectations. Consumers expect to access products and services when they want them.
Why you can’t get there from here
So, if steady improvement is not going to cut it, what agencies need is a transformative breakthrough that delivers radical government customer service improvement. Agencies need to rethink their approach to customers, or even who their customers are. Agencies may need to reorganize to better deliver a leading customer experience and respond to customer needs and think beyond their walls to consider the range of stakeholders that can help reimagine the customer experience. This type of breakthrough change is possible. Challenge.gov, won the Innovations in American Government Award with prize competitions—helping consumers block annoying robocalls and astronauts benefit from less cumbersome gloves.
How can your agency deliver a breakthrough in government customer service satisfaction? Here are four areas that an organization can look to get started:
- Think from the customer’s perspective: Understand the customer’s perception of your organization’s performance. What experiences shape their expectations and perceptions?
- Move from transactions to experiences: Think beyond the interaction with the customer to the full experience of accessing and using your product or service. Think of your own experience with a physician: The cost, speed, and accuracy of the treatment matter; but so do the wait, parking difficulties, and insurance hassles.
- Think about touchpoints across silos of the organization: Ownership of the end-to-end customer experience is often unclear. Leadership must put in place people and systems to enable the organization to see and think across silos to support a seamless customer experience.
- Take a new approach to information: Agencies must begin to capture information on customer perceptions, experiences, and desires to deliver the experience customers want.
Outside customers are not the only individuals whose expectations are being continually recalibrated by marketplace experiences. These recommendations are as relevant for employees as customers. The need for a transformative breakthrough applies to internal support too. More satisfied employees tend to create more satisfied customers.
If you are focused on incremental improvements in government customer service, the old maxim from Maine, “You can’t get there from here,” is likely to hold true. If, however, you undertake a journey focused on transformative change, you may be able to get wherever you want to go.
Bad customer service and how to avoid it
There is an abundance/availability of similar products in the market these days. Customer service has emerged as the real brand differentiator for industries in both B2C and B2B sectors. A business that wants to thrive must focus on delivering customer satisfaction. Because the consequences can be truly detrimental. So what is bad customer service and how can you avoid it?
Bad customer service impacts businesses
Ignoring customers’ needs and providing bad service experiences ultimately results in losing customers to the competition. It is potentially the worst customer service mistake a company can make. The Microsoft 2018 State of Global Customer Service survey revealed that 61% of consumers have switched brands. This is due to poor customer service. Consequently, bad service leads to lost revenue and lowered profits. According to the Serial Switchers report, poor customer service is costing businesses more than $75 billion a year.
Companies failing to deliver quality customer service are at risk of losing not only current customers but also potential ones. Negative word-of-mouth can have a disastrous impact on a company’s online reputation causing would-be buyers to look elsewhere. According to the same NewVoiceMedia report, after only one bad service experience; 20% of those surveyed would post an online review. Another 20% would complain via social media and 8% would tell friends and colleagues not to use that particular company.
Poor customer service affects all aspects of a business. It can also contribute to the loss of frontline employees. Having to deal with dissatisfied customers on a daily basis makes the job more stressful and eventually leads to burnout. The resulting high employee turnover further damages a company’s image and creates additional expenses for recruiting and training new agents.
What should you avoid to prevent bad customer service?
Ignoring service requests
Completely ignoring service requests is the worst customer service mistake that a lot of businesses make. The Customer Service Benchmark Report shows that 62% of companies did not respond to a customer service request. Moreover, 90% did not acknowledge or inform the customer that their email has been received.
Not resolving an issue
Not resolving a service issue during the first contact or not being able to do it at all is another major pain point for consumers. 62% of respondents had to make multiple attempts to resolve their recent customer inquiry. However, almost one in ten consumers indicated their problem was never resolved as stated in the Northridge Group State of Customer Service Experience report.
Long wait times
Consumers hate being put on hold and having to wait for a long time when they reach out for support. The Genesys State of Customer Experience research showed that nearly half of consumers are willing to wait on hold between 1-3 minutes. 30% are willing to wait between three and five minutes. And only slightly more than 10% are willing to wait over five minutes.
Poor employee knowledge
Unknowledgeable customer service agents have become a great source of frustration for consumers. According to Microsoft, customers ranked a representative’s lack of knowledge as the most frustrating aspect of customer service. Another is when the customers have to repeat themselves.
Lack of manners and etiquette
A single negative interaction with a service employee displaying inappropriate behavior, bad manners, and an unfriendly attitude not only leads to poor customer experience but also leads to churn. According to a report by New Voice Media, 42% of consumers stop supporting brands because they are put off by rude or unhelpful staff which is another worst customer service mistake.
Etiquette in Live Customer Support
5 main causes of poor customer service
1. Hiring the wrong people
The quality of customer service provided by a company largely depends on the people that are hired for the job. Therefore, not having the right employees on board is the number one reason for poor customer service. Apart from qualification, relevant experience, and skills, service agents should have; the right attitude, mindset, as well as a natural passion for helping people.
2. Lack of proper training
Untrained employees won’t be able to deliver excellent service experiences. The lack of adequate product knowledge/basic customer service skills will be shown in decreased customer satisfaction. Service reps should be aligned with company goals and equipped with the right tools to perform their job well.
3. Lack of employee engagement
Very often, poor customer care is caused by a lack of effort from customer service agents. This can be a result of a lack of employee engagement and motivation. Disengaged frontline employees are less enthusiastic and less likely to create emotional connections with customers.
4. Employee burnout
Employee burnout can stem from a stressful work environment, excessive workloads, low morale, or poor management. This can lead to lower efficiency, lower productivity, and poor customer engagement. Even the most experienced service agents aren’t able to provide great service if they suffer from workplace burnout.
5. Misunderstanding expectations
Today’s digitally connected, tech-savvy, highly demanding consumers want immediate, efficient, and omnichannel customer service across all touch-points. Misunderstanding customer expectations and failing to meet them inevitably causes poor customer service experiences. Thus, creates unhappy customers spreading negative word-of-mouth.
5 bad service quotes to remember
“It takes months to find a customer… seconds to lose one.”
Vince Lombardi – American football coach, and executive in the National Football League
“If you’re not serving the customer, your job is to be serving someone who is.”
Jan Carlzon – CEO of the SAS Group
“If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000.”
Jeff Bezos – President of Amazon
“News of bad service reach more than twice as many ears as praise for good service experience.”
Timi Nadela – Entrepreneur, author
“If you are not taking care of your customer, your competitor will.”
Bob Hooey – Author of 30+ business, leadership, and career success publications
Discover on your own
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Frequently asked questions
How does bad customer service impact businesses?
Ignoring customers’ needs and providing bad service experiences ultimately results in losing customers to the competition. Consequently, bad service leads to lost revenue and lowered profits. According to the Serial Switchers report, poor customer service is costing businesses more than $75 billion a year.
What should you avoid to prevent bad customer service?
The first and probably the most obvious one is not resolving a customer request or ignoring it. Other customer service pain points include long waits, poor employee knowledge, lack of etiquette and manners.
What are the 5 main causes of poor customer service?
The 5 main causes of poor customer service include hiring the wrong people, lack of training, employee burnout, misunderstanding customer expectations, and lack of employee engagement.
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