When it comes to providing customer service, customers want quality, assurance and their demands met. Companies have a commitment to give good customer service. GE (General Electric) is ranked one of best companies that provide excellent customer service. Their commitment, training and quality to the customers for decades is how they gotten to the top. Meanwhile, AOL is ranked as one of the worst companies that provide poor customer service. There rude deposition, unethical guidelines and disgraceful quality is why they are going out of business. GE’s motto, “We bring good things to life” is definitely working for this company by gaining new customers, keeping old customers and increasing profits. Their great customer service started during the Great Depression, when the economy was down and customers were not spending but trying to save what little they had. During the Great Depression, when profits were nonexistent and many companies where going under, GE rose to its potential. General Electric knew that keeping the customer satisfied, listening to what they wanted and understood the hardships that many consumers had. They came out with consumer financing, where the customer could pay for new appliances over time. Their goal was to help them build a better home when the economy was in turmoil. Throughout the years, GE also became an investment firm, owning small business through out the world. They adopted Motorola’s management strategy called Six Sigma for Quality in which they promote and train to other smaller companies. This disciplined training teaches that “great customer satisfaction gives increased market share, revenue growth and leads to profit increases and improvement of projects” (Sung Park, 82). A p... ... middle of paper ... ...m customers are through the roof. The company needs to start focusing on key elements like customer service and stop worrying about their wealth and profits. They need to start looking at GE for some good advice if they want to keep the business alive and keep their clientele. General Electric and American Online both have different ways of dealing with customer service. GE has ultimately proven that their disciplined management training and three key elements of quality has pushed them over the top in customer service. While AOL is left in the dust, more concerned about what is in their bank account than the customers they serve. All companies should know that when the customer satisfaction is met, it leads to higher profits. AOL should take this to heart. Customer service is the key to a prosperous business; it is where it all starts.
There is also no form of standardized training throughout the organization. Employee morale and employee relations are lower than should be expected, due to miscommunication and lack of an established strategy. There is an absence of consistency in various ways regarding branding and identity as well. No two stores appear to be alike, names vary and locations are unpredictable. Customers also complain that the menus are inconsistent. It is also evident that reliable communication is lacking. For example, GC3 has customer comment cards, but, as the case study explained, GC3 management is not sure if they are being reviewed or taken into consideration. More so, GC3 remains unclear if they are considered one company, or three separate companies. GC3’s product portfolio is becoming stagnant, and there is an apparent need to refresh the menu and align it with their competitors. Profits are falling behind, and there is nothing in place to enable GC3 to understand what products and what stores need to be evaluated. Lastly, GC3 management is becoming disgruntled. This aggravation is evident within the Pittsburgh locations. Due to this insubordinate behavior, corporate culture in the Columbus locations has started to
Besides marketing its customer service, the company markets different programs according to its three major types of customers. Some of them being,
Comcast’s revised mission statement is: We will continue to shape the future of media and technology, our employees will provide superior customer service and earn the respect and trust of our customers, our shareholders, and members of the communities we serve. Only through providing superior customer service will Comcast earn the respect and trust of their customers. According to the American Customer Satisfaction Index (ACSI) Comcast currently has only a 70.1 percent customer satisfaction rating (ACSI, 2016). Through increasing customer satisfaction, Comcast will prove superior to their competitors.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
The internet is expanding every day to new heights never reached before. To accommodate this new growth, internet service providers are needed. One of the largest internet service providers today is American Online, otherwise known as AOL. AOL has created a friendly atmosphere where online users can easily navigate their way on the internet. There are many reasons as to why AOL is one of the leading internet service providers. By clearly gathering and evaluating these reasons, it is obvious they have made all the right choices in building a successful company.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
It has come to be discovered that since the quality of the customer service provided by the employees is not always reliable and effective, is one reason why the business itself is closing its doors. Another great example is competitors such as Amazon since the release of their online store, it has made shopping more simpler for the customer with just a click of a button,
Service/Satisfaction- AT&T has settle to be adequate in Customer Service by changing is “Customer Rules” to just “Earning Industry Leading Retention”. Although they have made tremendous strides in reducing their churn from 2.1% to 1.6% in two years validating their commitment to provide a better system to their customers after the merger.
304). Zappos’ emphasis on customer satisfaction has contributed to the company’s profitability tremendously. Zappos believes that great customer service experiences encourage customers to use the store again (Ferrell and Hartline, 2014, p. 454). In addition, Zappos’ long-term strategy is based on the idea that great customer service will help them expand into other product categories (p. 454). Zappos has established a method of serving customers and handling their issues that is distinctive from the rest of the industry (p. 453). Zappos employees are expected to wow customers and provide the highest levels of customer satisfaction regardless of how much time it takes (p. 453). Rather than urging customer service staff to take as many calls as quickly as possible, there are no quotas and the longer the call the better (Hollender, 2013). This is because Zappos uses customer service to market the brand (Hollender, 2013). The company takes most of the money it could spend on advertising and invests it in customer service (Hollender, 2013). Treat people amazingly well and they'll tell their
Customer service is still plays an integral role in business. However, how companies serve their customers is changing.
“Excellent customer service is defined as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible.” (Reference). Employees also need to realize that providing excellent customer service will provide positive word of mouth recommendations for the business that they work for in the community. A business wants their customers to say that I am coming back to this location because of the customer service that I received from this employee. “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. -Jerry Fritz”.
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
Customer service is used to set the direction for the business. In any organization customers should be first priority. Excellent customer service promotes customer satisfaction, employee motivation and gives the business a competitive edge among other businesses. (Adam Toporek, 2012). Excellent customer service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the firm. Customers should be an organization’s number one priority. After all, without customers there will be no business and no income.
Customer Service is the provision of service to customers before, during and after a purchase. The perception of success of such connections is subject to workers "who can modify themselves to the identity of the visitor". Customer service concerns the need an association relegates to customer service in respect to segments, for example, item development and valuing. In this sense, an association that esteems good customer service may spend more cash in preparing representatives than the normal association or may proactively interview customers for feedback.