Importance Of Customer Service Management

Faculty of Science & Technology

CUSTOMER SERVICE MANAGEMENT

IMPLEMENTATION OF CUSTOMER SERVICE MANAGEMENT PROGRAMME OF BUSDUCT MANUFACTURING

NAME : SITI HAZIRAH ADAM

MATRIC NO. : CGS01106633

EMAIL : [e-mail]

TEL.NO. : [phone]

LECTURER : MR. PRAGASH SOPROMANEN

LEARNING CENTRE: JOHOR LEARNING CENTRE

1.0 Introduction

Customer Service Management is a management system to direct and control the key elements in the customer service process (e.g. process, people, technology and information) towards the provision of excellent customer service and achieving customer satisfaction (Sirim). Due to the shinning of product life

The challenge is whether the organisation is ready to compete in line with the changes or not.

The core principles of excellent customer service involve the following three aspects (See Figure 1):

a) Delivery: quality of CS process;

b) Emotion: quality of CS people; and

c) Physical: Quality of CS infrastructure and work environment.

Figure 1: Core Principles of Excellent customer Service

Customer service management can be realised by including the three core principles of excellent customer service and modelling them to create a systematic and structured framework towards the provision of customer service excellence.

The core process principles-delivery emotion and physical are blended together and transformed into significant elements in the core processes and supporting factors of the Customer Service Management (CSM) Model (Figure 2). These include the involvement of top management, delivery performance and the customer relationship for retention.

CUSTOMER SERVICE MANAGEMENT

Core Processes 1

Management Orientation

&

Strategy 2

Customer Requirement