It is evident that the poor service received in the Vodacom service encounter was primarily due to the service employee. Thus it is evident that the service received from that particular service employee was not suitable for a high-contact service. This is due to the fact that although the employee was well equipped with all the necessary tools and technological equipment needed in order to perform the task at hand, he was not prepared to put his own personal technological device aside in order to interact with the customer and provide a satisfactory service. Therefore the main cause for this poor service encounter was entirely related to the Human Resources (HR) and whether the company, Vodacom, had in fact hired the best person for the job. The service encounter was extremely high-contact in nature and prescribed the employee to transfer the data from the customer’s one device onto the customers’ new device, whilst the customer sat and watched the employee. In the Vodacom service encounter, the actual core service was satisfactory, but the manner, time and effort with which it was completed with was highly unsatisfactory and this related primarily to the service employee. Underlying Causes for Defy Service Encounter With regards to the unsatisfactory service received in the Defy service encounter, it is evident that this was caused by a poorly handled and updated database system, along with a slack response to call rate. In the Defy service encounter it was not the core service which was deemed unsatisfactory due to the fact that that the service to the Defy appliance has yet to occur. The underlying cause for the poor service encounter was primarily related to the lack of supplementary service elements which should have been... ... middle of paper ... ...e, the service organisations main objective is to provide a high quality service and satisfy all its customer’s needs. In order for a service organisation to fully satisfy its customers, it needs to provide a range of supplementary services which facilitate and enhance the core service product. This in turn will result in an increase in the firms return on investment (ROI) and thus annual profit due to the fact that more satisfied customers, relate to more loyal customers and thus an extensive amount of repeat purchases. If a service organisation is able to constantly and consistently satisfy its prospects, users and employees and in turn provide a high quality service, it will establish itself as a market service leader and thus succeed as a profitable organisation. This will result in absolute and competitive advantage and thus a successful service organisation.
The Service Center’s relationship between departments and their respective managers were strained and lacked successful communication. All the departments have drastically different issues and were unable to come together to make joint decisions for the greater good of the organization.
Furthermore, he focused too much on advertising in taking in the new customers. He was too autocratic which made the employees unable to exercise their ability in solving problems. In addition, One. Tel has low complexity that is determined by having unclear job tasks and responsibilities. As there is no organizational chart, the relationship between the employees could not be determined and the job descriptions were ambiguous.
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.
Dean, A. M., & Rainnie, A. (2009). Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services marketing, 23(5), 326-337.
Covering sixty-three nations, the vital union will see Vodafone Global Enterprise supply about 50,000 Unilever workers with gadgets, network and Managed Mobile Services, which will enhance the conventional path and direction of Unilever's portable interchanges spend, upgrading cost efficiency and effectiveness in relation to the delivering of products and services. Vodafone Global Enterprise deals with the correspondence demands and needs of its clients in relation to the agreement, Vodafone will likewise supply services to Unilever with important information on the most proficient method to increase more prominent upper hand through conveying inventive versatile arrangements. Likewise, Vodafone will give key guidance on new patterns, for example, the successful administration of purchaser gadgets and applications in the working environment. Vodafone and Unilever will work a graduate learner trade project to empower further versatile development in the work environment. To rearrange the administration of Unilever's versatile interchanges, Vodafone will send a variety of arrangements including Vodafone Telecoms Management, a completely facilitated and oversaw administration intended to eliminate various operational issues. Supported by Vodafone's worldwide backing and administration level understandings, Vodafone Telecoms Management will give Unilever more prominent perceivability and administration control over its telecoms consumption, and additionally enhance the nature of administration conveyed to representatives. (Technology Marketing Corporation,
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
Before OTISLINE were installed the service personnel were dispatched from local offices. With no interaction between the different offices, OTIS had a minimal level of communication throughout the entire cooperation regarding the service area. Due to this the knowledge sharing was very poor and each local office handled each service request single handed, minimizing the efficiency. Further, the communication throughout the organization was also very poor, where service problems never reached the senior management until they had become critical situations. All together this had a negative impact on the service time causing the customers unnecessary waiting time.
The more profitable firms are those that are able to maintain their most valued customers throughout time. To satisfy a customer means to make him faithful and customer satisfaction becomes the index that measures the ability of the firm to produce income for the future.
...ther or mechanical or even customs delay. Customers were upset of these issues when they were expected to have on-time delivery of their shipments.
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...
Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.
Chase, R. and Apte, U. (2007). A history of research in service operations: What's the big idea?.Journal of Operations Management, 25(2), pp.375--386.
..., the company is either generating insufficient margin to cover the high-service level or it is unable to deliver them at an acceptable cost.
Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.