Bad customer service also exists and just like good customer service makes the bank or any business very profitable, bad customer service can have severe loss of profits. According to a study by global management firm A.T. Kearney has found that “poor customer service is costing the GCC banking sector hundreds of millions of dollars in lost potential revenue every year” (Glass, 2008, pqar.1). So based on this study the problems that effect customer service are,” …few skilled resources, lack of product transparency, limited responsiveness, and follow up on customer requests, as well as poor multi-channel offerings, especially online and with phone banking…” (Glass,2008, par. 5). The effects of bad customer service are the exact opposite of …show more content…
I have always liked the restaurants they have at school, except that they do not have their individual check out register. It’s always busy when I come in and get food, so even though I have a particular cashier I like go to, I always tend to go to the one that has less people. Until I had a very bad experience with one of the cashiers, now I just wait my turn in the line that has the best cashier. I still remember I was super hungry the day of the bad experience, I walked in grabbed some Chick-Fil-A and went to the register that had the least people, it was little old lady, when it was my turn she said nothing except how much it was and handed me a bag to put my food in. I paid went to look for a table and before I sat down I realized I had not gotten barbeque sauce or ranch. So I went back and said that I had just came by her line but that I had forgotten to get sauces for my meal. First she refused to give me some and I told her I just came through her line and I offered to bring my receipt, but was like no you need to remember to get you stuff I don’t have time for this, so she pulled the sauces and basically through them at me. RUDE right. After that I bought lunch for a while, but one day I was craving Chick-Fil-A and decided to grab a sandwich, the same cashier was there, had no customers in her line, she saw me and said I can check you out over here and I simply smiled and said I was ok. I refused getting served by her. Another time I refused to get serve by her was when they moved her to the pods they have at school with drinks and snacks. I was really thirsty and wanted to get some water but I saw she was at the register and said nope I’ll wait. Just like when I received good customer service I told basically everyone about the bad service I had received. I also had a speech class where I was doing a
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Most of the time the cashier working at the place will treat the customer like complete garbage and not showing any concern for them. They often go through their routine of “Have a good day” when most of them could care less about how the rest of the customers day really goes. Squidward is always treating the customer awful. Squidward has lied to the customers and has said some nasty words to the customers. He has denied customers items such as salt and ice cubes. Squidward has also fallen asleep on the job many times which is disrespectful to the customer. All of these things Squidward has done, is something that the average fast food cashier is accustom to. This type of working habits represents fast food cashiers
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.
The Effectiveness of Customer Service in ASDA Every business organisation has good and bad customer service. are many disadvantages to bad customer service and many advantages to Good Customer Service. Below is a list of Asda’s Good Customer Service requirements. Polite and Efficient Staff Good Communication skills Minimum Paperwork and Redtape Efficient Responses to Enquiries Here is a list of Bad Customer Service requirements.
Developing learning activities for the Maersk Customer Service – CARE Business Partner is necessary to properly prepare the candidate for the position. The activities will have to be geared towards candidates who have experience and are able to interact well with people. Using simulated learning activities such as role plays, conflict resolution games and listening test in the training program for the position offered by Maersk would be effective ways to train and develop employees. Roles plays should be centered around real-life situations and be as realistic as possible. Conflict resolution can be integrated as part of a game of group activity that improves interaction between the employees and their customers. Finally, practicing listen
It has come to be discovered that since the quality of the customer service provided by the employees is not always reliable and effective, is one reason why the business itself is closing its doors. Another great example is competitors such as Amazon since the release of their online store, it has made shopping more simpler for the customer with just a click of a button,
Zeithaml, Valarie A, Berry, Leonard L, & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31. Retrieved April 1, 2011, from ABI/INFORM Global. (Document ID: 9401886).
However, you will gain a negative reputation 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 decrease.
For many important and well known companies its people are most important asset. For McDonald’s this applies as well. Employees who demonstrate positive attitudes and ability of commitment strive to be number one in customer satisfaction. For this same reason, McDonalds’s restaurants focus on attracting and hiring the best and at the same time provide the best place to work. Unfortunately McDonald’as well as other companies have to experience staff turnover. Many of these reasons consist of changing careers, going back to school, leaving the area, and even new opportunities they are offered. Although, it can be very expensive to recruit and train staff to reduce turnover, McDonald’ reinforces these steps and makes sure they choose wisely and also treat their staff well. McDonald’ needs and looks for people who want to exceed and deliver great customer satisfaction service. In order for them to make sure they select the best, they must identify quality skills, and or behaviors that applicants must demonstrate in order to be hired and be part of McDonald’s family. Every position or job description has an outline of the regular duties and or responsibilities McDonald’ want their employees to follow. McDonald’ also has a person specification where personal skills and competences can be defined of each applicant.
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.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
Difficult customers are just part of doing business today. “Difficult customers could be those in which you have to deal with negative, rude, angry, complaining, or aggressive people. These are just a few of the types of potentially difficult interactions” (Street). From time to time, you will also find the need to help customers who can be designated as difficult, but in a different way: Lack of knowledge about your product, service and or policies, dissatisfaction with your service and or product, demanding, talkative, internal customers with special requests, language barriers and elderly or disabled customers that need assistance. Companies and businesses that know how to deal with difficult customers or customers with special needs the right way allow a company or business to reap the benefits of high customer satisfactions and increased customer retention.
This essay will explain what is meant by excellent customer service, outline an excellent customer service structure and give ways in which it can be maintained. It will also state the impotence of customer service to a business or entity.
In most careers today, human interaction plays a key role in day to day work. Usually, people work with other people in their line of work. Even one man jobs deal with people at one time or another. In a lot of careers, people are helping other people. Sometimes, it’s hard to help someone when you don’t fully understand how to deal with what they are feeling or going through. That’s why when people are taking the path to many careers through college, they often end up having to take a psychology class of some sort. Psychology helps us better understand people’s emotions and actions. It can help people study others personalities and behaviors and come up with theories or hypotheses. Taking psychology can benefit almost every career out
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.