Customer service is a very crucial to any organization for many reasons. First and foremost, it is difficult for a firm to survive without customer care. Haag, Cummings and McCubbrey (231) point out that the role of client departments in an organization include: The customer care department solves and offers services to the organization’s clients. This is actually what makes an organization to get more clients, otherwise if the customer service department’s employees fail in their duties the firm would be compromised on crucial things, for instance customer base and sales. Secondly, customer service acts as a link between the customer and the company.
That is also because the consistency of personnel behavior is hard to ensure since what the consumer receives may differ from what the firm intended to deliver, Boom and Bitner (as cited in Parasuraman et al, 1985). There are inherent difficulties in implementing and evaluating what constitutes service quality. For one, quality perceptions often depend on a repeated comparison of the customer’s expectation about a particular service. Therefore, if a service repeatedly fails to live up to the customer’s expectations it will be perceived as poor service. Secondly, in services, customers evaluate the service process as well as the final outcome (Hoffman & Bateson, 2006).
Additionally, employing behavioral mapping as well as learning the attitudes of their clients within a given region as well as making direct interaction with the clients are also linked to the success of the organization. On the other hand, the company faces one of its key challenges with its consumers when doing research as well as when designing its key products too. A great percentage of its success that depends on its customers as well as the interactions made also presents a challenge to the organization. Additionally, the company also faces some challenges when trying to get to know what their clients really
& Diggines, C. (2012), durability and functionality of products are becoming increasingly important to customers and they want items to last as long as possible. This has an impact on suppliers who needs to ensure that they meet such requirements. if suppliers meet the quality standard s of customers, they are in a better position to charge prices that reflect the perceived quality. Telephone surveys, questionnaires, surveys the customer via emails, customer service focus group, physical focus group and conduct online search are few methods that are used to measure the quality of customer services a leading indicator of consumer repurchase intentions and loyalty. It’s a point of differentiation, it increases customer lifetime value, it reduces negative word of mouth, and it’s cheaper to retain customers than acquire new ones.
Customer Expectations Essay For what is a customer expectation, is the belief about the service or delivery that serves as standards or reference against which performance is judged or not satisfactory to a customer. Due to customers who seem too compare their perceptions beliefs on performance when evaluating or judging someone’s service, customer expectations which are a critical role to services in general in everyday life. The customer aspect is the first most critical step in delivering good quality service(s) to any customer(s). Being wrong can also mean loss of useful gained money, loss of time, loss of communication, and other loss resources on things that should acquire to the customer service itself. Among the many expectations that need to be studied more and understood for successful customer services must be first reviewed into the customer(s) aspects themselves to better understand their needs and or beliefs for services.
The nature of customer services is intangible and meeting the customer expectations require comparing the perceptions of the customers belonging to diverse backgrounds and fields. The service quality is directly associated with the encounter stage, where the business intends to meet the customer needs by influencing their willingness to purchase. It is an important stage of the decision-making process and it is critical that the service provides focus on improving their service quality from time to time. With time, different techniques have emerged, which are being utilised to measure the impact of the quality of customer services provided by the business on the customer satisfaction level and customer loyalty. It is important to bring changes and developments in the quality of service level accordingly or the business can lose customers to their direct and indirect
The trust between people is mainly determined by three factors: reputation, predictability and competitiveness (Fournier, er al, 2012). In orders maintain brand loyalty is very important for a company. First, company should reduce the customer’s unsatisfied issues. Companies can through effective communication with consumers to maintain brand loyalty. Listen to the questions raised by the customer, and help them solve the problems.
(3) Tell us, teach us, and enlighten us with what you know. •Customer servicing is the way in which a Customer’s needs are processed. Broadly speaking it’s the path from the first Contact to Providing the Quality deliverable (Product/Service) to the Customer’s Satisfaction/Expectation (1). •Customer Servicing , becomes more important where servicing the Customer’s needs requires a lot of work before the First Contact, during the interaction, till the Customer’s needs are met and then some more effort to build a rapport to do this all over again and again. (2) •Customer Servicing is one of the differentiating factor (3) in the Dynamic Business World, that can make or break the Customer’s relation with a Business in the long-term and makes your Work easy or hard going forward if that Customer comes back (Perception issues we will cover under Types of Customers).
Due to the fragile economy and the similarities of product offerings, providing quality customer service is more important than ever for maintaining and growing a company. Providing quality customer service has a much more defined meaning and is different from providing "exceptional" customer service. Exceptional customer service is usually fulfilling a customer's needs based on one particular instance that may or may not be repeated. Providing quality customer service means meeting the material as well as the emotional needs of a customer before, during and after the initial purchase or contact and having sufficient processes in place where the same level of service is provided consistently. In other words, it is adopting the quality mindset as more of the company culture and part of the normal business practice rather than the exception.
It also stunts any scope for improvement or innovation as it is too focused on sticking to the set benchmarks. This often leads to poor overall performance of the organization in the long run which in turn affects the going concern of the business. Secondly, it utilizes a single, volume-based cost driver which leads to the distortion of the cost of products. It traces overheads to products or services usin... ... middle of paper ... ...osts and where to apply efforts to curb inflationary costs. This can be of particular value in tracking new products or customers and also solves the cross-subsidies problem linked to traditional costing system by separating overhead costs into different cost categories or cost pools.