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
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.
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 manager of baggage claims was attending his presentation and provided him with some insight on why he received the bad service during baggage claim. The manager tells him that he was forced to schedule less workers to make budget for the end of the month, which is a problem that most managers face today. Sasser believes that because there is no research being conducted on how the company is effected economically when they lose their loyal customers or the customers who have the potential to be loyal then they tend to make customer care or improvements to customer care a lower priority. If managers start considering the breakeven point they have to reach before customers actually start being profitable then they would increase their measures to improve their customer care to keep customers loyal to their business longer. Good customer service can take the slack off of a bad product. In an article Tabitha Naylor says “you see, if you have good customer service, people naturally assume you have good products” (Naylor,
Since customer satisfaction is very important in this company, Brandon Smith, one of the Vice Presidents at of the branches, said that treating the customers as if they were the “best” is what keeps them coming back for more transactions. He then continued to elaborate that they use a communication method to get to know their customers more. For instance, Bank of America’s customers talk about their financial goals. In addition, Brandon mentioned that his employees’ set many goals to change how customers view the company in a positive way.
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.
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
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.
“A burrito bowl please!” The sounds of knives hacking meat and veggies almost made it impossible to hear what I was saying, yet alone the lady behind the counter. Sliding through the line as if it was an assembly line I asked for some steak. After 30 plus minutes of bearing a humid invading presence I was feeling lush that I got what I was waiting for. In that moment my feelings of happiness were interrupted due to noticing the manager empty out my food and put half a scoop of steak in my bowl. After comparing the quantities from what I had asked for I was enraged. I strikingly ask the manager to give me the quantity I had before he had redone my order, and he responds rapidly and firm “Well, that will be an extra five dollars!” I thought to myself “Five dollars!?” and replied to the manager “We’re not eating at the top of the Eiffel Tower, now please give me what I had originally been shown!” without a doubt in my mind the manager responds “Ok, then that will be an extra five dollars!” Outrages and hungry I accept the unreasonable and frustrating offer. I get to the register and realize that I was charged not an extra $5 but an extra $10. I was so agitated I didn’t even bother to say anything. Till this very day, Chipotle owes me one
Also, bad customer service will push patients away from using a healthcare facility and risk them not paying a balance if they have one, every person should be treated with the most dignity and respect especially when relating to health matters.
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.
...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.
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.
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.
Customer is a King, it is true in real sense for the Business success in today’s competitive markets as it requires a high understanding and respect of the customer. Customers are demanding, have more money to spend and have a wide collection of goods and services to choose from. To satisfy the customers, retailers must be able to listen to their feedback and improve services and goods to keep of clients. Customer satisfaction gives an indication of how much successfully the organization is meeting the demands of customers. All activities of the retail chain stores are directed towards customer satisfaction which leads to customer retention--a pivotal factor for business growth. The principle agenda of this research paper is to illustrate the importance of customer satisfaction in the retail industry. The retail industry being the highly competitive field, being able