Quality Customer Service - Assignment Example

In his view, a company may attempt to differentiate itself from its competition through the provision of better customer service. The consistent delivery of superior service requires the careful design and execution of a whole system of activities that includes people, technology, and processes. Although, the rewards will include improved revenue from customers that are impressed with the service provided. Quality customer service is attained from employees through:(b) As an important element of internal customer service ‘open internal communication has a critical impact upon the motivation (or demotivation) of people who work in your business and is a key element to maintaining teamwork, higher productivity, less absenteeism and the creation of harmonious relations between employees and external customers.

The Sales Manager at Kangaroo must consider all the above criteria before implementing the customer service. To Understand these attributes, the sales manager must have an informal network with the employees and understand their needs and wants. In doing this, an excellent internal customer service will develop. This would help the sales manager in understanding the problems of employees and develop a system to foresee the events to be strategized in discussion with employees. Some examples include: The sales manager might plan a campaign like “The Best Customer Award” or any other special incentive or contests and foresee its financial implications after delegating the work to his employees.

By having a good network and relation with employees and having an internal customer service will surely help the sales manager make critical decisions and it will be supported by employees and Top management. By having this decision making power, the sales manager could easily achieve the objective of “Delight the customer”.You are at a conference of hotel managers and find yourself in conversation with Helen (who is the manager of the best five-star hotel in town) and Damian (who manages the local backpackers' hostel).