The present assignment seeks to bring forth critical analysis regarding the use and importance of customer care services in organizations. This is done in the light of previous research on the subject, empirical evidences and examples of such electronic companies such as Apple and Samsung. …
This research will begin with the statement that most people would agree with the fact that customer service accounts for one of the most important component of an organization’s overall business strategy. Without customers organizations cannot go forward to continue their businesses. Every organization generally has the thought that they provide good customer service; however, inadequacy of certain necessary steps to ensure this can make the situation far worse than their present perceptions. However, the commitment towards customer service must begin at the top and trickle down towards the lower levels of the organization. It is crucial that business leaders buy into the fat they are not only required to meet customer expectations but must also strive to gain excellence in the domain. For this it is important that they must create an organizational culture which strives to understand, execute and implement high quality customer service in the system. In today’s world of cut throat competition, organizations regard high quality service customer service as a prerequisite for having an extra edge over competitors. When customers are not satisfied with the service provided by a company they have ample choice to choose from another company. Initiative from the top management coupled with proper training and development program, a company would be successful in developing a culture which is conductive and embraces excellent customer services. Proper training and development program is an excellent way of creating a culture in which employees understand organizations; expectations of them whole interacting with customers. The need for customer feedback for tracking and measuring business performance through the level of service is considered to be equally importance. The present assignment seeks to bring forth critical analysis regarding the use and importance of customer care services in organizations. This is done in the light of previous research on the subject, empirical evidences and examples of such electronic companies such as Apple and Samsung. It brings forth the impacts of such services in these organizations o their businesses and customer perceptions. The importance of customer care service and the effect of it on our culture and society- Critical Analysis The present study synthesizes and builds on efforts for conceptualizing the impacts of quality, value and satisfaction on the behavioural intentions of customers. The study depicts recent advancement made in the areas of customer care services in organizations in the light of service marketing theories and also puts forth notable findings on the subject. One of the key features noted by researchers to stay competitive in the market is to deliver a product or level of service which is unique or, which distinguishes the company’s business from the others. The idea is to draw a distinct line between one’s own services from that of the other firms. This must be in terms of catering to customers’ needs and requirements, maintaining quality of the services and also providing after sales services to customers. Extensive research has been conducted on the subject and they typically are of the opinion that customer satisfaction can have a positive opinion on the profitability of an organization. Because of this reason, the reasons for customer satisfaction or dissatisfaction must always be considered. Research shows a positive correlation between customer satisfaction, loyalty and customer retention. Thus the three aspects of satisfaction, loyalty and retention are some of the key factors on which organizational success depends (Singh, 2006, p.1). According to ...
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Customers can be demanding and the customer service professional has to cope and perform to be able to respond to the customer needs. For this reason, customer service professional has to undergo perpetual training not only to equip them with new skills but also to refresh them with the skills necessary to perform their job.
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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
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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
Given the importance of customer service to an organization, it should be constantly under review to ensure that proper improvements are made depending on the business environment and dynamics.
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