Senheng Electric (KL) Sdn. Bhd.
Interoffice Memo
DATE : 5 May 2014
SUBJECT : Management of customer service
Background
Sen Heng® Electric (KL) Sdn. Bhd. is one of the leading consumer electronics chain stores in Malaysia. This store operates over 100 branch spread throughout Malaysia. Senheng was first established in 1989, from a tiny consumer electronics half shop lot set up with stocks worth less than Ringgit Malaysia thirty thousands to the largest electronics chain store today with branches straddling the length and breadth of Malaysia (Sen Heng®, 2013). This store own by the Lim brothers, K.H., K.C. and K.Y. Sen Heng has gained its reputation and credibility that has made it the number one in the industry through progressive, forward looking, and innovative touches.This store provide variety of electronic appliance from home to kitchen, from computer to smartphones and high standard of quality control (Sen Heng®, 2013).
Problem Statements
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.
Besides, the staff always gave the empty promise to customers. Picture below is a complaint by a customer, our staff have promise to contact her next week but after 3 weeks still not contact yet.
Figure 1: Complain by Customer (Source: Lowy...
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... Apply shift time working schedule can avoid unfriendly treating customer, because our operators will not be too tire.
• Apply MicroStrategy’s analytic platform we can work in high efficiency and can reduce overcome system down problem.
References
Foo, K. (2013). SenQ’s sensibility. The Star Online. Retrieved from http://www.thestar.com.my/Business/SME/2013/08/15/SenQs-sensibility.aspx/
Jones, M. (2007). CIM Coursebook 07/08: customer communication. United Kingdom: Elsevier Ltd.
Lawfer, M., R. (2004). Why customer come back: how to create lasting customer loyalty. United State of America: Career Press.
MicroStrategy®. (2014). Retrieved from http://www.microstrategy.com/us/about-us/overview
Murley, P. (1997). Handbook of customer service. England: Gower Publishing Ltd.
Sen Heng®. (2013). Retrieved from http://www.senheng.com.my/content/20-company-profile
want clients to be waiting longer because of this change. The managers were losing power
Customers are in awe of the stance this company has taken not only for the customer service but the way they tend to care and want the best for their employees. It has been proven time and again that a great management team can create a great working atmosphere and that initially trickles downhill to the other employees that are hands on with the customers. It’s simple, happy employees equal happy
Supervisors should be sure that customer service agents are not exposing customers to unpleasant customer service. By teaching employees the right way to offer customer service, So there would not be a need for a complaint letter. “Selling is a science, summed up with 5 cute letters: (A)pproach, (P)probe, (P)resent, (L)isten, (E)nd.” Gallo, C. (2015, January 9). The solution to poor customer service issues is how my internet research is related to the problem
Soman,D & Marand, S (2009). Managing Customer Value: One Stage at a Time.: World Scientific Publishing. p9-14.
Therefore, the quality of customer service is not all, but also need to make their own business personality, to establish their own service
As you can see from the points above it is vital to give good customer
Have you heard of that saying “the customer is always right” it’s a famous slogan? The underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is essential for a healthy business in creating new customers, keeping loyal customers,
Customer service is a very important description to a job. Every employee has a job description to their position that requires them to have some type of quality service that keeps their customers, patients and/or clients satisfied because of their business. Often, we see a lot of employees treat their customers as a part as a description, they become routine. Because employees’ tend to do the same exact thing, over and over again in the work place, they begin to develop a go with the motion type of attitude, causing a robotic like service towards our customers.
“Customer Service” describes the full purchase cycle from the pre-purchase decision-making to the actual purchase experience to the after purchase attitude of a customers. It encompasses every service, which a company offers to its clientele in order to achieve the company’s mission of driving revenue by fostering customer satisfaction, customer retention, and customer referrals. In this increasingly consumer driven economy, Customer Service is a vital strategy utilized by businesses to obtain a multitude of competitive advantages and acquire market share.
Superior customer value: strategies for winning and retaining customers (3rd ed.). Boca Raton, FL: CRC Press.
The essential principles of customer service are timeless. Customers want a friendly voice at the other end of the conversation that will help them solve their problems. They want to feel the service is personalized just for them. When prospects decide to purchase a product from a company, they become a customer from that moment on. Customer service is the providing of service to customers during and after a purchase.
Gremler, D., & Brown, S. (1998). The loyalty ripple effect: appreciating the full value of customers. International Journal of Service Industry Management, 10(3), 271-291.
In 2012, Boonying Kongarchapatara & Randall Shannon in their paper, ‘Investigating the Effectiveness of a Loyalty Program Through the Relationships of Program Design, Implementation, and Customer Loyalty’ emphasize on the factors which affect the customer loyalty programmes through their design and implementation phases.
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.