. Process
The delivery of your service is usually done with the customer present so how the service is delivered is once again part of what the consumer is paying for (Ram, 2002). The service delivery process is crucial since it ensures that the company delivers the same service standards frequently to its customers.
8.4.1. Training
Employees should have proper training and knowledge on how the service will deliver in the store. Coffee bean and tea leaf have this called EEEC which stands for Engaged, Excite, Explain and Close, this is how the employees should communicate with their guest. All of these should be done during the period of transaction with the customers. The company implements this so that the employees have a easy and constant connection with their guests.
8.4.2. Strict implementation of company standards
Since the company has been growing so fast because
…show more content…
People
People are a defining factor in a service delivery process, since a service is inseparable from the person providing it ("Management Study Guide", 2015). Having the right people is essential because they are as much a part of your business offering as the products or services you are offering.
8.5.1. Rewards and Recognition
Providing rewards for the employees can boost their dedication towards their work and recognizing them on what they did on the store either good or bad can help them motivate to do more for the company. This will help to build a strong relationship and communication between the company and staff that creates a positive work culture.
8.5.2. Knowledgeable employees
Employees are the key asset in every organization. Their input into everyday operation will generate output of the organization, thus the quantity and quality of the output depends on the knowledge of the employees. A knowledgeable workforce will be achieved during the hiring process by assessing them from the pool of applicants followed by proper training and development regularly.
8.6. Physical
Response: Recognition is a big factors that helps with employee satisfaction and motivation. When an employee is excelling in their work and completing all goals and objectives, there hard work is recognized by means of gifts, announcements, and even the prime parking space at the organization.
"A simple thing such as giving a employee a little reward for outstanding performance for a month or a year could help motivate other employees to want to do better so that they could have the chance to be recognized for their outstanding work.
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.
Winn could nothing or implement a rewards program that rewards the employee with more than cash rewards; employee recognition program namely employee of the month with a paid day off or a gift card. As part of the employee focused plan, the company should allow employees’ input on how to become more customer focused, efficient, and effective organization. This would greatly improve employees’ satisfaction and help the company achieve its overall goal of providing quality customer service.
To ensure all the employees are competent, they need to develop a system to measure this competency. For example, they can do assessments to gauge competency. Besides that, they should provide compulsory and supplementary training to their employees to add in value and skills. Mentoring systems also can be implemented to ensure sharing of knowledge and experiences.
Reward Management (RM) has been defined as the distribution of monetary and non-monetary rewards to employees in an effort to align the interests of the employees, the organisation, and its shareholders (O’Neil, 1998). In addition O’Neil (1998) also suggests that a RM system can serve the purpose of attracting prospective job applicants, retaining valuable employees, motivating employees, ensuring legal requirements relating to direct and indirect rewards are not violated, assisting the company in achieving human resource and business objectives, and ultimately assisting the organisation in obtaining a competitive advantage.
Using job postings on job boards will help with candidates they already know and will boost morale of these candidates and improve their engagement. Finding external candidates could use of the internet job websites and social media. Building a quality reputation enhances this process. Use of employment agencies to screen candidates is also useful as well as walk-ins. It is important to recruit a diverse workforce. They need to screen out employees and managers whose values are not people oriented. The managers will offer an application form to collect essential background information, education background, job references and previous supervisors. It must comply with EEO laws such as handicaps. Tests and a validated interviews will raise the quality of employee short
Being rewarded and recognised for their work or contribution is what keeps an employee motivated to work towards achieving the organisational as well as personal goals. When the employees is motivated by rewards, they will have job satisfaction consequently increasing the productivity of the organisation. It necessitates the need of managers to pay more attention in understanding their employees and come up with suitable types of reward systems for the organisation so that the employees are intrinsically and extrinsically motivated all the time. The hypotheses that I put forward here is to support this statement that effective reward management is critical to organisational performance as it helps in enhancing operational efficacy and in turn production output.
The nature of the organization pays a large roll within the satisfaction of its employees, Brown and Lam (2009) divide organizations into two service categories, one being a service you provide for/on a person (example a spa) and two being service you provide on a possession (example a hotel room and the cleanliness of it). If the organization is concentrated more on delivering a personal experience to the guest, have a higher customer satisfaction based on employee satisfaction, where as when the service is more concentrated on a service to a possession, employee satisfaction is less of a factor in the overall customer satisfaction and the guests experience with the organization.
Service management is refers to the chain management system which established the relationship between the organization and consumer. It is integrated into supply chain management system when the actual sales and customer intersect. The aim of service management system is to provide the best services to the customer through their performance. The high performance of service management can ensure the optimum services to their customer in a complex manner than the typical supply chain. Most of the time, the organization requires larger inventories and strong integration with different system and innovation. They have to be prepared with advanced information and high performance to accommodate inconsistent and uncertain demand. Moreover, Service Management must be coordinated across numerous services with large number of parts and different level of the supply chain.
...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.
Reward systems in the work place are not a new idea in the workplace, but they are the key to having happy employees and happy employees mean better output. Reward systems are systems used by companies where employees who achieve particular results are paid more or get other advantages. Some employers offer pay as incentives, while others offer benefits, some use a combination of both types. Employees within a company want recognition for the time and effort that they have put into a task required of their job. The use of reward systems not only enhances the company but it gives the employee a feeling of personal connection and investment into the company. Building a reward system can be a great asset to the company, by allowing the employees to feel that they are a part of the company. Reward systems are an important tool and key concept to managing an organization effectively.
The level of participation and individual role of each customer is determined by the nature of the service. For example, a patient in a hospital would be expected to have a high level of direct interaction with the service provider whereas the level of interaction between an airline pilot and a passenger would be fairly minimal. By assessing the expected level of customer participation, a service organization can implement specific design considerations that will support the level of customer participation in the creation of the service delivery. By discussing the abovementioned issues, this essay will attempt to determine whether the quality of the service experience is likely to be enhanced by an increase in the level of customer participation. CHARACTERISTICS OF SERVICE DELIVERY Unlike good... ...
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.
Staffing is the key to the efficient performance of other functions of management. If an organisation does not have competent personnel, it cannot perform planning, organisation and manage functions