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 viewpoint of good customer service.
To begin, one must analyze what "good customer service" means. One heard this every day and expects it from all companies. In order to appreciate good customer service one must have had bad experiences, such as customer service personnel being inattentive, unknowledgeable, or not helpful. Therefore, good customer service can be defined as when an employee takes the time to listen to a customer's concerns by genuinely expressing interest, sympathy, and eagerness to satisfy the said customer. Good customer service also means employees not brushing aside questions, which they are unable to answer, but rather aiding the customer in solving their request by doing everything in their power.
Good customer relations and rapport to the customer are established by both parties being involved in the problem, and by the former party, namely the customer service personnel, being closely engaged, as mentioned above, in the problem and trying to do everything in their power to solve it.
It is also important to mention that in order to accomplish the above, the customer service personnel must certify certain customer needs. According to one website (Lifehack, 2011), there are six basic customer needs which all need to be...
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
It is clear that when busy employees and weary travelers are treated with respect, dignity and courtesy, it can make a profound difference in how the company operates and is perceived by customers - and potential customers -- and this is how JetBlue has succeeded in adding value through these simple but important techniques. "These guiding principles have been extended to all levels of JetBlue's operation, internally and externally, and
The employees should be firmly committed to the firm, they are the face of a firm (also its eyes and ears). The staff focus should be involved in the process management, also their measurement and knowledge as well as initial contact with customers, all contribute to the performance of the organization. Firms need to provide results on a consistent basis, be innovative and should respond quickly to any changes in
Employee Customer Service Training New Employee Customer Service Training Plan Justify the use of a needs assessment of your company's proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies. The employees of an organization act like the 'driving force' which can either lead the organization towards success or can turn out to be the cause of its failure. A company's progress not
However, simply hiring more people is only a part of the solution; in addition, these new employees, as well as current employees need additional training in order to allow them to serve customers more rapidly and in a more friendly manner. These goals should be tied to a compensation/bonus program for employees if the levels of customer satisfaction in the areas of improvement are enhanced. By doing so, the
(2009). Tipskey.com. Retrieved April 2013 from: http://www.tipskey.com/article/advanced_flowchart/ Kock, E., ed. (2007). Systems Analysis & Design Fundamentals. Thousand Oaks, CA: Sage. Mind Tools, (2012). Flow Charting. Retrieved April 2013 from: http://www.mindtools.com/pages/article/newTMC_97.htm Phone Call In Email In System Creates Automatic Ticket Elevated and Marked Urgent Not solved Return to customer, follow up for satisfaction Yes No Yes Cannot solve in-house Can solve in house, instruct technician Elevate to Supervisor No Yes Implement Solution from Supervisor Is this solved? Yes Receive Product Back - Test Send out to specialist; inform client of delay Arrange
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