Customer Service Case Study

1.1: Explain the value of customer service as a competitive tool

Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have 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.

1.2: Explain the process of mapping the customer journey and its importance in delivering effective customer service

Mapping the customer journey helps

Both will have impacts on brand loyalty, reputation, brand image and revenue. The potential impacts are all very similar. Brand loyalty will increase with good customer service but decrease with poor customer service. For example, in printing services, if we did not treat our customers with respect and help them out, they would not use us anymore and they would find an external company to use that would provide good customer service. This also applies for reputation as it will increase with good customer services and decrease with poor customer service. Customers tend to share their poor customer experiences with others rather than their good customer experiences. For example, if we were rude to our customers, they are likely to go and tell their colleagues, friends and family as they would be warning them not to use us. In terms of the image of your brand, you will gain a positive image if you are providing good customer service. However, you will gain a negative image if you are providing poor customer service. Revenue also has a similar impact as it is maintained and can increase with good customer service. This is because customers will pay more for your brand. However, if poor customer service is given, the revenue will