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Monitoring and evaluation of customer service
Monitoring and evaluation of customer service
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Customer satisfaction in a business is dependent on the quality of service a customer encounters. The frontline staff directly interacts with customers, and customers tend to draw their perception based on the physical attributes of the frontline staff. According to corporate perspective, well dressed employees draw better impression with customers.
First impressions are very important - they can be about dress as well as attitude. Visual effect is in any event as critical as verbal effect, individuals will rapidly make suppositions focused around your facial interpretations, the attire you wear, how overall prepped you are and your non-verbal communication.
The appearance of your workers drastically influences your corporate brand character and impacts how your association is seen by your clients, customers, patients, the group, your industry market, and prospective representatives. Overall prepped representatives extend a feeling of certainty to people in general's they serve. They add to the general validity of the association they speak to. Selecting their outfits is as imperative as selecting your adornment. When it’s all said and done, the forefront staff makes the first and most enduring impressions with clients, patients and/or visitors.
The main objective of this study is to identify that how does frontline staff attire affects the customer satisfaction with transaction. The unique basic priority observed and practiced by organization is usually the motivation to keep their relationship with customers alive and well going so the future prospect goals could be secured and maintained.
Enabling your staff profits the client as well as the worker. Minimizing these events cutoff points persist-impacts to the following clien...
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...e in English, with several satisfaction scale questions and personal questions.
Style of dress being used: Professional attire: (shirt, neck tie, and university coat for male, tailored trouser with university coat for female.
Casual attire: (jeans and T-shirt for male, jeans or shalwar qameez for female).
Independent sample T-test has been used for H1. Reason behind using independent sample T-test for H1 is that impact of frontline staff’s attire has been compared with customer satisfaction.
H1: There is an impact of frontline staff's attire on customer satisfaction.
Result: H1 is accepted.
Interpretation:
In order to understand the impact of frontline staff's attire on customer satisfaction t-test has been run independently. It has been proved statistically that the hypothesis has been accepted since there is difference in means of casual and formal attire.
Americans sometimes have trouble making first impressions.Although many factors can affect someone's first impression, Statistic show that 55 percent of first impressions is actually about appearance and body language. Which means depending on how someones day is going can potentially affect their first impression.How people first present themselves the first time they meet can change they way someone may view their character.
Heald College dress code can offer their students a professional outlook. The professional dress policy can help students to be prepared for a work atmosphere setting. It can help them be comfortab...
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
Overall, clothes acts as a mirror of the person’s behavior. Clean, ironed good clothes shows a clean image of a person. Clothes change the behavior and make us act like what we wear. Expensive clothes gives feel of a rich guy, it makes us feel like a professional person. When people wore an expensive dress, they behave very elegantly and feel very rich in those clothes which changes their attitude and the way they talk. Clothes also keep an impression on the other persons. If a person wears old, dirty and worn out clothes it gives negative impression on the other hand wearing clean, ironed and good clothes possess a positive impression of that person especially during job interviews.
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.
Many businesses have begun using a casual dress policy on certain days. Implementing dress-down days may be an effective way to boost employee morale. The question that seems to pop up too often is whether dress-down days are a benefit or burden to the company. Many companies have adopted Friday as a casual or dress-down day, while others have made casual business attire a full-time policy. Some employees view wearing casual business clothing as an employee benefit. To others, it is a disaster. Both men and women are often confused about what "casual" means and about how to dress casually and still look professional. Some people in management positions feel employees goof off on casual dress day. This report will look at all these issues as well as a conclusion about the effectiveness of casual dress days.
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.
This report will explain the importance of being professional in the business world as well as cover the following topics on how to construct a professional image: work attire, wardrobe selection, and business etiquette. Each topic will point out commonly overlooked problems pertaining to projecting a professional image and including recommendations on how to remedy each problem.
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
Proper attire and good attitude is very important in evaluation of first impression. In the company, there are rules that I must obey and comply. This include in time management, and appearances. It is a big responsibility for me because when I was assigned to to my training in the company, I bring USM image with me too.
“You never get a second chance to make a first impression.” A first impression is a person’s initial mental image of another person. It is formed upon the very first meeting of two people. Everyone makes and receives first impressions. Our physical appearance is the biggest factor that influences others’ first impression toward someone else.
In a simple way, the retailer needs to create a warm, friendly and an approachable retail space to attract consumers.The visual displays is an imperative element of branding of any store. If the stock is presentable, it is bound to appeal to the shoppers. If the shoppers appreciate the store layout and product, they are likely to spend more time in the store, and in return reward the store with sales. Along with the products for sales, the staff, the décor, the store interiors, the trial rooms arrangement, the lightings and music also form an inclusive elements boosting store sales. (fibre2fashion, 2008)
...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 satisfaction measures the expectation of a customer relating to the product and services provided by the retail stores. Satisfied customers tend to be loyal to the organization and make more and more purchase from the same store, which in turn is beneficial for the organization. According to Hoyer and Maclnnis (2001) satisfaction can be compared with the feeling of acceptance, relief, pleasure and
To effectively sell a product or service, organizations have to really know how customers behave, regarding to what they buy. The study