Service delivery is one of the most challenging tasks that face many organizations today. This is even worse in cases where factors such modality of fulfillment of a given service, challenges inherent in it and productivity measurements are not properly understood. My company deals with a complaint resolution service. This is a service product that is delivered directly to clients who depend on it for the purpose of redress concerning misunderstanding or disagreements as far as the company’s products are concerned. Customer dissatisfaction is highly dangerous for the existence and prosperity of any given business as it may make the business to collapse so easily. It is upon this concept that the company operates with a view to ensuring that all customer related misunderstandings are dealt with swiftly and compassionately so that clients do not feel neglected or misunderstood.
Complaint resolution, as hard as it is, is a very delicate interaction between the client and the company agents. This means that it should be handled carefully by taking into account the key requirements that it deserves. The requirements for complaint resolution are many and generic. They include patient and credence, feedback and time, customer inclusion and respect, record and documentation among others. First, and most obviously, patient of the highest level is needed. This is recommended in the cases where an agent is involved in a complicated case that may need more time to handle in one hand, and urgency on the other. In addition, any company agent is required to be patient with controversial clients who may not give room for explanations as to what could be the remedy of a given misunderstanding. Patient is also recommended as the best way of...
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...ining and continual financial support. Even though it is difficult to measure the productivity of this service product, customer complaint resolution, parameters like increase and decline in customer-related claims is a perfect gauge of its performance.
Concisely, it is suffice to say that customer complaint resolution is highly necessary for any business. This is because any customer dissatisfaction may of consequences to the survival and prosperity of the company. As a result, all customer-related complaints should be dealt with swiftly and compassionately by taking into account all the key requirements that underpin the exercise lest any deviation cost the company dearly. On the same note, this service should be carried procedurally by taking into account all the recommended steps involved in order to ensure quality customer service delivery in the company.
Also how clients see client services such as communication, greeting, making them comfortable, accurate case status’, and the resolution of situations. Actual public opinion is low (Werner, 2005).
Spokane Industries has contracted Franklin Electronics for an 18 month product development contract. Franklin Electronics is new to using project management methodologies and has not been exposed to earned value management methodologies. Even though Franklin and Spokane have worked together in the past, they have mainly used fixed-price contracts with little to no stipulations. For this project, Spokane Industries is requiring Franklin Electronics to use formalized project management methodologies, earned value cost schedules, and schedules for reports and meetings. Since Franklin Electronics had no experience with earned value management, the cost accounting group was trained in the methodology in order to bid for the project.
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
A. Determination of the feasibility of one of the proposed service lines in the attached “Service Line Development Case Study”. Trinity Community Hospital is based in an economically sound community. Structured 25 years ago, in a prime location, this 150-bed, non-for-profit hospital offers to the community residents a broad range of general medical, surgical, and support services. The Patient Protection and Affordable Care Act (PPACA) of 2010 signed into law requires a non-profit hospital to conduct a community needs assessment. To justify their tax exemption every three years, a thorough analysis of community assessments will be widely publicized.
As you can see from the points above it is vital to give good customer
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
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.
Over the past few years, the increasing dynamism and competition in the business operating environment has led to a lot of changes in how the companies conduct themselves with respect to its customers. Customers being the focal point of revenue; manufacturers are increasingly taking interest in being focused on customer satisfaction by delivering the products and services on time.
In many business industries such as retail, sales, and manufacturing, customer service is a must. If the mentality of ‘the customer’s always right’ didn’t exist then these industries may not have very good success with customer service. It doesn’t always mean all customers are right all the time but it gives them the ability to work through their differences and make the customer
Leonard Prescott, vice president and general manager of Weaver-Yamazaki Pharmaceutical of Japan, believed that John Higgins, his executive assistant, was losing effectiveness in representing the U.S. parent company because of an extraordinary identification with the Japanese culture.
In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
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
Listening is one of the most important steps with dealing with a difficult customer. By listening your can gain a better understanding of the situation and how to solve the issue. It’s important to let the customer voice their complaint and feel that the company takes each and every ...
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .