Customer Service
Effectiveness of Employee Training Programs in Customer/Employee Satisfaction and Increased Profitability
Customer service is an important part of keeping a business profitable. However, in a changing business and cultural environment, it is difficult to ascertain exactly what values or features will accomplish that mission. This research attempts to identify the new aspects of the customer service-profitability equation and describe a model for effective use of employee training in creating both customer and employee satisfaction, as well as increased profitability.
This research is important to the stakeholders in the equation as well, service providers/product manufacturers and the consumer.
Chapter I: Introduction and Hypothesis
Chapter II: Review of Literature
Chapter III: Methodology
References
Appendices
Introduction and Statement of the Problem
Statement of the problem: Good customer service does not happen by accident, but rather by instruction in very specific methods of ensuring customer satisfaction, loyalty and repeat purchases. The question in the current business environment is: Are employee training programs in increasing customer and employee satisfaction effective in enhancing profitability?
Chapter II: Review of Literature
In answering the main question, there are a number of additional issues that need to be clarified or integrated into the findings relative to the stated problem: How effective are employee training programs in increasing customer and employee satisfaction and increasing profitability?
Below is a review of a small sample of the recent literature concerning those issues.
Customer service defined
It seems to be easier to define what customer service is not rather than what it is. In a recent report, the Institute of Management & Administration noted that customer service cannot be an occasional thing, used only when addressing a particular issue or complaint (IMA, 2003). It is also not simply avoiding mistakes in customer contact situations (IMA, 2003). In fact, customer service is not simply behavior that creates satisfaction; the same report noted that despite increasing levels of customer satisfaction generally, customer loyalty was generally...
Customer Management Description of the Business I am going to work with a chain of sandwich shops specializing in banh mi. The concept is simple -- banh mi is a Vietnamese sandwich on a baguette. They are usually quite affordable, often coming in a price point lower than the big sandwich chains. The name of the chain is going to be Uncle Ho's Banh Mi, with a tongue-in-cheek Uncle Ho as the
Customer service is a fundamental service that a business should provide in order to increase sales and have a returning clientele. Customer service thus becomes a very important facet of a good business and of growing profits. In this paper various questions will be analyzed, such as what good customer service actually means, and what defines such service. A company will further be selected, and will be analyzed from the
While this approach has been implemented by most of the economic agents, British retailer Marks and Spencer argues that the economic crisis is no excuse for the business institutions to postpone their green initiatives. They as such invested £200 million in their own ethical campaign, and they now implement it, while in the same time, criticizing other companies for having renounced their initiatives in the wake of the economic crisis.
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(Setting and Measuring Service Standards) The store then appointed supervisors to ensure that all employees were following the procedures properly and even used 'mystery shoppers 'to find out if all the measures were being implemented, and the reports showed that they were indeed being followed, about 90% of the time. Subsequently, the management of the Revco Drug Store measured the number of complaints, to find out whether there had been
Training programs are also another useful means of creating employee satisfaction as they give the sense of support in the professional formation of the individual. The implementation of the reduced retail prices is only possible through processes of internal cost reduction. The first step is that of lowering the profit margin in the meaning of accepting reduced profits. Then, the organizational leaders could engage in conversations with the purveyors in
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