Walkers Shortbread Ltd, it’s a company with a long history and their tradition is still with them as keeping the same recipe. It starts in 1898 when Joseph Walker owned a little bakery and as his fame spread and demand increased for his quality shortbreads. Local grocers began stocking Walkers products, and the family had to invest in bakery machinery to help them meet increase demands. Their products were of high standards and very quickly their products where in finest shops shelves. Walkers reputation growth over the years and they innovate new products like ginger, chocolate and oatcakes shortbreads. The family carry out tradition and are now the fourth generation of Walkers and they will make 'The world's classic pure butter shortbread'. The customer service is very important for Walkers Shortbread Ltd as it helps them in building strong relationships with their customers, suppliers and partners. According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d). 2. Assurance & Quality of Service in Walkers Shortbread Ltd Walkers Shortbread Ltd believes in their strong complains department to make sure that they will satisfy their customers with high quality services. Walkers Shortbread Ltd developed their products over the years but they also ... ... middle of paper ... ...f Walkers Shortbread Ltd have initiatives in place to provide their customers with a quality service. The research also highlighted how the Baldridge method has helped Walkers Shortbread Ltd to set quality standards that are relevant to their organisation. The research has also highlighted that Walkers Shortbread Ltd have committed to communicating knowledge throughout the organisation to their staff and its confidential. However gaps were identified as management did not have authority to amend policies and training. It was highlighted that Customer Relationship Management it’s highly important for Walkers Shortbread Ltd as there is high level of competitors and the principles of CRM will have big influence on Walkers Shortbread Ltd as they still need to increase customer loyalty as they are well known across the world and they need to maintain high reputation.
Customer service is the process that is provided to the customers before, during or after purchasing goods and services from the business. The actions that the business takes to ensure that the customers are happy and satisfied make the customer service to stand out from its competitors in the market. In order to offer a good customer service the business needs to know the customers well. The business needs to understand what the customer expects. Furthermore the business should understand what the customer needs and wants. Essentially the better the ways in which the business meets customers’ expectations and needs, the better customer service would be.
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
Panera Bread Company is a bakery-café that serves specialty sandwiches, gourmet soups, and sweet treats. The founders of Panera, Shaich and Kane, have consistently developed the company around a strategy of growth. The Shaich and Kane initially operated Au Bon Pain; a bakery served large urban areas. Seeking to extend into other markets, the pair obtained St. Louis Bread Company, seeing the benefits of acquiring an already established enterprise. The niche market that Au Bon Pain had enjoyed previously, had become a strategic weakness as it became limiting. The bakery-café culture developed in the St. Louis Bread Company was too costly to implement at the Au Bon Pain locations. Shaich, the remaining founder, sold Au Bon Pain which left no debt and cash reserves to expand the St. Louis Bread Company, known as Panera Bread Company outside the St. Louis area.
To adequately analyze customer service theory or concept in practice, this paper reflects on the Britvic Soft Drinks particularly Juicy Drench water and how the organization serves their customers’ needs in relation to its marketing strategies or mix. The theory of customer service is still wide open to differing understanding and interpretations. Kisperska-Moroñ (2005) upholds that customer service is a very wide term and varies from one company to the next. According to Hodgson, 2001 increasingly contributors to this subject direct their attention to increased consumer sophistication so as to clearly understand the concept. Many perceive customer service as a tool used in the attainment of a competitive edge in the organization’s field of operation. Ideally, Customer service can be defined as a philosophy that allows all practices of an organization to attend to the needs of customers in ...
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.
In many business industries such as retail, sales, and manufacturing, customer service is a must. If the mentality of ‘the customer’s always right’ didn’t exist then these industries may not have very good success with customer service. It doesn’t always mean all customers are right all the time but it gives them the ability to work through their differences and make the customer
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
Regarding customers’ loyalty, Greggs are leading on this field. At awareness stage Greggs are established a relationship between their products and customers. Consumers are familiar with the product line of Greggs and there are able to buy these products at different marketplace around the UK as Greggs have 1650 branches. Image and reputation of Greggs are well established at the UK citizens. The reputation of fresh products with affordable prices and the good quality of the materials that they are using creates a serious customers’ loyalty with the brand (Tepeci, 1999). Furthermore, Greggs expanded at coffee area. The results of this category were significant on positive comments from customers for the coffee quality and also on vast financial
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.
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.