StudentShare solutions
Triangle menu

Managing Customer Service - Essay Example

Not dowloaded yet

Extract of sample
Managing Customer Service

Both gaining customer commitment and stimulating employees can produce an outstanding service for the corporation and to ensure that the results first satisfy the client, and then lead to successful target achievements.
Service strategies vary from company to company, however, they are some general rules that need to be observed. Each service strategy aims to improve its customer care and to meet the needs of its customers in the most professional manner. Strategic approaches aim to continuously enhance the understanding about the customer service and how to implement it into the routine work with clients. In order for a company to succeed it should have easy to grasp strategy endevours, which are understood by the personnel. This constitutes a great level of the customer service, since they provide diverse pieces of advice and support for its clientele. Cook (2008) also elaborates on modern online technology and explains how those changes affected the overall customer service and employees. Customer engagement is best explained by Cook (2008) illustrating few example from eBay, Tesco and John Lewis. There is a universal structure and service units regardless of where they are positioned in the market chain and as geographical location.
Among the other useful tips that Cook (2008) provides her readers is to listen to customers. Listening to customers is one of the most vital principles of service management. Attention should be paid to the customer's demands and requirements. Company representatives should carefully direct customers in order to understand and meet their needs. When customer is speaking, the employees should carefully pay attention and if necessary take notes, especially if the conversation is conducted over the phone. While listening to the customer, the employee should quickly take action on those issues that are easily solved and fixed.

Another topic that Cook (2008) reviews is the implementation of customer care strategy. Since customers are becoming growingly sophisticated and inventive in their demands, this requires the implementation of well organized customer care strategy. Every business is dependent on the clients, thus to provide a high level of responsiveness to their desires is the prime aim of every organization. Developing and implementing extensive approaches to customer relation management has increasingly become the cornerstone of service management. There are also training and development programs for customer service which aim to make the servicing more interactive (Cook, 2008). There are integration approaches into these training customer service programs which debate real situations and life experiences and enable the employees to frame their impressions about the ever-changing customers' demands. Recognition and rewards are other inseparable part of excellent customer care (Cook, 2008). The company has to recognize the customer as valuable and to indicate that he is important, because he choose particularly us to provide him with the service. To connect reward with customer loyalty we have to show that we try our best to keep the customer. To achieve this we reward him in many different ways - from offering him discounts, to bonuses for returning to us again.

Mudie and Cottam (1999) look closely at the relationship between marketing and public sector issues. Besides pointing out to these key areas, they also provide exhaustive examples and case studies ...Show more

Summary

Customer loyalty is of primary importance for the long term financial prosperity of a business or any organization. The modern times we live in have forced customers to demand more and more from the service industry. What is more, they have even higher expectations of the products and services that they have paid for…
Author : xmorissette
Managing Customer Service essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Managing Customer Service"
with a personal 20% discount.
Grab the best paper

Related Essays

Customer Service Excellence
In fact customer service is being looked at as an opportunity to gain competitive advantage. Organizations try to use customer service as their unique selling point. In their effort they try to deliver service beyond the expectations of the customer thereby leading to excellence in customer service.
11 pages (2750 words) Essay
Customer Service Excellence
According to the paper the concept of marketing has evolved over time and customer is given the highest priority by any business organisation in the modern era. A company which is market oriented keeps the customers at the central position and all its business activities revolve around the customers. It tries to align its marketing strategy.
8 pages (2000 words) Essay
Customer Service Excellence
The effects of poor customer service in reducing the elements of consumer trust would be dealt in the paper relating to companies like Google, Starbucks and the Royal Bank of Scotland. Cases would be presented such that where emergence of problem, wrong business decision and lack of transparency has countered a low customer servicing problem for the companies leading to loss of potential trust among the consumers.
9 pages (2250 words) Essay
Online Customer Service
The earliest businessmen practiced the idea of creating a good relationship with their customers so as to retain them. This was an easy thing to do during the first days of business, the workers were able to recognize each customer, and the sales representatives knew the preference of each customer and also would identify who would pay on time and who could not1.
11 pages (2750 words) Essay
Armani Hotel (Dubai) - Managing Customer Service
It has to be mentioned that the hotel’s highly individualized kind of customer service helps in converting the intangible factors in to tangible ones. This in return helps in a great way in the marketing of a service in the hospitality sector. Also by providing superior level of customer’s satisfaction it can be said that the hotel will be able to retain customers and thereby attain significant amount of finance related advantages in the long run.
6 pages (1500 words) Essay
Customer service
To achieve such excellence they have climbed the ladder gradually and with much care taking all aspects into account. McDonalds has never compromised on quality, customer satisfaction and employee loyalty and comfort. McDonalds is one of the world's ruling entrepreneurial success stories and have reached about 30,000 locations, in more than 120 countries around the globe and serves billions of customers each day.
8 pages (2000 words) Essay
Customer Service Operations & Excellence
The target customer base is the college and university students (Disabledgo, 2013a). It is regarded as one of the main restaurants in the Dockland campus and its high food quality sets it apart from the other restaurants like Cafe on the Green and The Buzz Bar at the Duncan House Refractory.
8 pages (2000 words) Essay
Managing Customer Service Report
The groups are; ‘Sponsorship team’, ‘Operations team’ and ‘Hospitality team’. This energetic and talented team has been bestowed with the task of managing the forthcoming event called ‘Bright Light, New fashion’, where emerging designers
5 pages (1250 words) Essay
Customer Service
Expectations about the performance or output of the process may not necessarily be expressed out rightly but one ought to know as this can affect how one’s performance is viewed (Hill, Roche and Allen, 2007: p 186). There are those
1 pages (250 words) Essay
Customer service
Flaming Waters Company is happy to join the league of leading wine-making firms in the UK and beyond. The company is starting a new and exhilarating phase for its small wine and whisky brands that will bring new opportunities and possibilities. The
8 pages (2000 words) Essay
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT
Comments (0)
Rate this paper:
Thank you! Your comment has been sent and will be posted after moderation