The Customer Service Department of a Business
Customer service, a department within a company, which tries to ensure
that customers are happy, both with the goods or the service the
business/company is providing, also the manner in which the manner
they are served by employee's and the company approach towards them.
All businesses need customers to buy their products and services. In
order to do this company's and businesses must treat customers
respectively so that'll encourage them to buy their products or
service. As more and more companies compete for customers business,
businesses must provide a high-quality product or service that is safe
and reliable, does what it's suppose to, and offers good value for
money, but during this they must ensure that a high standard of
service is provided for the customer.
If a poor customer service is provided it is likely that the customer
will take their business elsewhere, this could be due to poor staff,
or just general lack consideration for the customers needs. This
important aspect of customer relations is so vital to the
successfulness of a business that most customer service departments
within a business produces questionnaires, deal with customer
enquiries and complaints a forward these to the departments which they
apply to so that customer service in future their will be greatly
improved thus improving relations with customers and improving sales.
All customer service departments aim to improve customer relations by:
* Providing relevant information for that matter
* Giving general advice
* Providing credit facilities for customers
* Delivering goods, makin...
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...olleagues and to the
society, communities and natural environment in which we operate.
(Taken from the Cadbury Schweppes website, www.cadburyschweppes.com)
Also they encourage customers to help with the running of the company
by asking them to contribute to anything, which they may feel is not
to a standard, which they like. They do this by offering an address on
the back of all their products, on the back of one of their products,
a marble bar, it says:
"At Cadburys we are proud of the quality of our products and we want
you to enjoy them. If you are not entirely satisfied with this
product, please return it with it wrapper to our customer services
manager at the address below, saying when and where it was bought, if
bought in the republic of Ireland please return to, Cadbury Ireland
ltd., Coolock, Dublin 5.
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.
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
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
middle of paper ... ...in keeping the wheels of the business. The maintenances of the company equipments etc. They also acts as a help support of the company, this means if there is any enquiry by the customers, the customers will ring the helpdesk support and complain about the products or any information that the customers need will be provided by the this department. About the complains, these complains will be transfer to the research and development department to make the product better or to fix the problem the consumer having.
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 the 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.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
MARKETING DEPARTMENT The aim of this department is to make sure that the business produces goods that consumers would want to buy and sell. Activities of marketing and sales department at Sainsbury's: Market Research: this type of research is a research that Sainsbury's would like to find if a product or a service is suitable for the consumers. This is because they can find out what kind of products or services the consumer's wants. Sainsbury's would also like to find out about if the product exists, if so, how would they manage to improve it. There are two types of research Sainsbury's could use 1) field research and 2) desk research.
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.
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.
Samuelson, Judy. The Business of Education: Why change-minded MBA candidates turn to the Institute before they pick a business school. The Aspen Idea: 66–67. 2011. Print
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
Customer Service is the act of dealing with the customers needs by giving and delivering professional, helpful, high quality service and help some time recently, amid, and after the customer's requirements are met.
Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in many ways to help a company become and stay successful. CRM can help businesses gain a competitive edge through communication, marketing, gathering customer information, social media and mobile technology. Customer relationship management is a continually evolving domain and now social media technologies have revolutionized the way businesses and consumers interact. (Choudhury & Harrigan, 2014) There are many benefits that come with implementing customer relationship management.
Customer Relationships is about building a relationship of trust and convenience. A customer wants the company they are working with to be intuitive. To know their needs before they do. They want to feel respected, they need to believe you are honest and have integrity. This relationship breeds comfort and familiarity and causes the consumer to continue to do business with your company. This relationship that is built develops a personal relationship, like a friendship and it is one that the consumer cannot get from the store down the road and it is that personal touch of sincerity, of knowing their needs, of servitude that will turn them into lifelong branded customers.