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Managing conflict and negotiation
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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 act of providing good customer service used to be as simple as being helpful and friendly to customers and handling the occasional phone call or visit from an upset or dissatisfied customer(s). While keeping customers satisfied is still the primary reason for providing good customer service, new technology has completely transformed the ways businesses handle customers. Since in the early 20th century, customers might have been greeted with a smile, but they generally received poor treatment if there was a problem with an item. It was difficult for customers & replied products during this time, even if the item was defective. An independent store owner did not handle such issues and would often refer the customer to the product 's manufacturer. As telephones became increasingly popular in the ...
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...e didn’t get to cash there check on time, someone was short on their bill(s), or someone not having it their way they can possibly react in a negative position with whoever is attending to him/ her. The best way to react to a disturbed or upset customer is to give empathy, attention, feel sorry, & see a best fit way to satisfy the customer(s) needs in any way possible to satisfy them in general. In my opinion an effective way to satisfy an upsetting customer is too comply with any given demands or concerns they may have in mind but, depends on the work environment you’re in, if its food, retail, accounting there are several possibilities to get around their issue(s).
-Lucas W. Robert Customer Service 6th Edition Skills for Success MC Graw Hill Educational Customer Service Book
-https://www.linkedin.com/pulse/dealing-difficult-customers-restaurant-johnson-o-j-arumona
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
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.
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
In other words, the company cannot be good at everything. Moreover, to achieve Service Excellence it is needed to compromise some of the service attributes, mainly by reducing the ones that the targeted group of customers values less, in order to focus on the improvement of the service’s qualities that the customers want most.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
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.
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
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.
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.
Many scholars believe that customer satisfaction has a crucial role in the success of a business, and is pivotal in increasing the overall profitability of the business (Kotier, 1991). Customer value is gained through the experience they receive from the goods or purchases they have obtained from a certain business. Customer value has various definitions and concepts, Holbrook (1999) stated that it is a kind of “interactive, mutual, and preferred experience”; but simply said, “the term customer value has many meanings.”
...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.
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
Consumers are concerned not only about a product breaking down but also about the time before service is restored, the timeliness with which service appointments are kept, the nature of dealings with service personnel, and the frequency with which service calls or repairs fail to correct outstanding problems. In those cases where problems are not immediately resolved and complaints are filed, a company’s complaint-handling procedures are also likely to affect customers’ ultimate evaluation of product and service quality.
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.