DVD Rental
Improving Customer Service at Vista DVD Rentals
The Vista DVD Rentals store is at a crossroads. After a number of years in operation, the store is facing a critical turning point that could dictate future survival or the suspension of any further business. The transformation must revolve on vastly improved customer service. As is the case for most businesses in New Zealand, customer service has come to play an increasingly important role in Vista's relevance. Consumers have come to expect a certain level of accommodation on the part of a retail or rental operation and this imposes a high level of importance on the decisions that companies make with respect to the customer experience. Essentially, customer service can be defined as the set of standards, practices and procedures that shape the customer's experience through the course of a business transaction. This denotes two primary aspects of customer service: that which relates to the experience within the context of a single transaction and that which relates to the long-term experience of the customer in the context of an ongoing business relationship. As the discussion hereafter will demonstrate, these two aspects are directly entwined. Provided that the former is characterized by convenience, flexibility and consistency, the latter is likely to become a long and fruitful relationship for both sides.
Convenience:
First and foremost for Vista is the need to improve the convenience of its operation. As more and more customers determine to make their rentals through online measures, Vista must take efforts to ensure that its service model achieves a higher level of accommodation. Among the reasons that Vista has struggled...
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