...whether they are conscious or unconscious. Obviously the criteria differ, depending on a number of circumstances, including the type and complexity of the product/ service we purchase. However, regardless of those differences we all have a generalised idea of the standard of product/ service which is acceptable in all situations. In most cases, when you purchase (i.e. when you are the customer) what key factors determine your purchasing decision – price, safety, quality, packaging convenience, or something else? A purchasing decision really depends on many things addition to price and quality. Let's say I would like to buy a car. I should know the market value after couple of years, because after 3 -4 years time I would like to get a new one. Customer support is one of the important thing for me. For example, if something happens to my car or I have to replace tyres, oil etc., I need to know how long these procedures will take. Is the car environmental friendly or not? Has it got a hybrid engine? I need to know the type of the car. What features has it got? I would like to have an automatic transmission, alloy wheels, climate control etc. Different people/ customers value products/ services differently. A good business needs to be customer driven to remain its sustainability. What makes products/ services attractive to you? Has it got a certificate tag on or it just hasn't passed a quality control? I love a good design. For example I would like to buy a lounge, therefore...
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...innovation that focuses on customer service and the idea of the product that is friendly user. In the world of advancing technology a company may need to gain additional information in order to incorporate a new product or an existing one to their needs. There are various reasons that one may need to contact customer service, help navigate them through installation, setup, and problems understanding the capabilities along with compatibility. The company has gathered information to come out with a research question, a hypothesis, variables to consider, and ethical considerations that must be taken into account with the purpose of increasing customer service experience. Will the new training increase customer service satisfaction? Over the past years Apple has been an adequate customer service company. We have gathered information from Human Resources department to investigate the results of the past few years in customer service result. In Apple our customer service is ranked by a scale of 1-10, 10 is the highest score, which means that all calls and face to face interactions have been ranked by people as excellent. In the past few two years our average score has been 3.90. We have come up with a hypothesis to our problem; with the new training implementation our customer service satisfaction will increase significantly. A new training to our customer service representatives has been in place for the past year with the intent of increasing our customer service experience. Our variables...
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...laser-like focus on customer satisfaction and because of its concentration on serving the replacement market. By operating in this market and by defining that the key to success is to make their customers happy, the quality and the speed of the service are the main concerns of this company. And that’s why Enterprise is investing in researching (which they’re doing through a survey) so that they can act and take measures according to the results of the survey so they can improve their customers satisfaction. This motto by which the company is governed, was first implemented by its founder, Jack Taylor, whose advice was: “if the company took care of its customers and employees first, profits would follow.”. The company’s top managers decided to use the survey results to calculate an overall average ESQi score for the company and a score for each individual branch. The survey’s first question took care of that overall average ESQi score for the company as it pretends to analyse its customer overall level of satisfaction with the service, using a satisfaction scale. Followed by an open-answer question trying to obtain suggestions for improvement so that Enterprise can continuously match to their customer needs and wants, and always investing in the company-consumer relationship. The next question addressed any problems that the customer might have had with the service so that the company can focus on solving the existing problems quickly and efficiently. The next questions were used to...
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...function.” (Miller & Osinski 2002) With the continuous customer service issues TWC is experiencing, understanding the opportunities for development in this area are key to the mission of the organization. Which is to give customers control in ways that are simple and easy, this all starts with customer service. In Colorado Springs, Colorado TWC operates its largest customer service call center. With over 800 employees on this site it’s a prime location to complete an employee survey and interviews. Both of these concepts for collecting data will be utilized to gather the information for the needs assessment. The paper should include information regarding the three levels of analysis (individual, task, organization) and should also discuss any difficulties experienced in getting the data. “The purpose of a training needs assessment is to identify performance requirements and the knowledge, skills, and abilities needed by an agency's workforce to achieve the requirements.” (OPM, 2014) A needs assessment is comprised of three parts, an organizational analysis, task analysis and an individual analysis. An organizational analysis evaluates the performance of the organization and determines what is needed to resolve the problem or weaknesses. In this assessment questions are being asked to employees that specifically relate to the overall performance of the company as it relates to customers. Below are questions that were asked on a Likert Scale, which was completed by...
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... Objective To retain current SBC and AT&T customers pre and post mergers. To acquire non AT&T and SBC customers Target Audience Current SBC and AT&T retail customers. Non AT&T and SBC customers Timeline 2 months pre-merger to 2 years post-merger Communication Plan Contributors * Outsourced communication expert consulting company * Outsourced Marketing Firm * Internal public relations department * Internal Marketing department Approvals Required CEO and VP of Marketing Messaging * Value of how AT&T merger will benefit the customer on service, time, product and technology * Building excitement on what is to come with the merger * Building awareness on what is the new AT&T brand * Building awareness on new and existing products being offered “AT&T is your new and improved communication provider. We are mature enough to know how to do business, and innovative enough to provide you the best products and services to keep you connected all under one roof” Challenges * Customer confusion in the transition with billing * Customer confusion with product line of new company * Customers not seeing the value in the merger * Customer succumbing to competitor messaging. Competitor Messaging Research what the competitors are saying about the merger to their customer base and create messaging to counteract. Communication Plan Budget $20 Million...
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...Final Paper MADS 6662 Automated Telephone Support: A Downfall in Customer Satisfaction Fairleigh Dickinson University Presented to Leo P. McGuire, MBA Presented by (Paper Group 1) Chase Diprossimo Dunaway Nancy Mayer Carolina McCann Amy Yan Javier Torres September 1st 2012 TABLE OF CONTENTS |INTRODUCTION…………………………………………………………………………………………………………… |iii | |BACKGROUND…………………………………………………………………………………………………………….. |iii | |CURRENT THINKING/ISSUES………………………………………………………………………………………… |v | |ANALYSIS/IMPLEMENTATION/APPLICABILITY……………………………………………………………… |Vii | | |Approaches that Affect Customer Service………………………………………………………….. |8 | | |Business Practices that would Assist Customer Satisfaction……………………………….. |8 | | |Areas to Keep in Mind………………………………………………………………………………………… |9 | |CONCLUSION………………………………………………………………………………………………………………. ...
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...( ) Student Workbook BSBCUS501C Manage quality customer service 1st Edition 2011 Part of a suite of support materials for the 8S807 Business Services Training Package -_._-_._ . Copyright and Trade Mark Statement @ 20i1lnnovation and Business Industry Skills Council Ltd All rights reserved. Apart from any use permitted under the Copyright Act 1968, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, In any form or by any means, electronic, mechanical, photocopying, or otherwise, without written permission from the publisher, Innovation and Business Industry Skills Council Ltd ('IBSA'). Use of this work for purposes other than those Indicated above, requires the prior written permission of IBSA. Requests should be addressed to Product Development Manager, IBSA, Level 11, 176 Wellington Pde, East Melbourne VIC 3002 or email sa/es@lbsa.org.au. 'Innovation and Business Skills Australia', 'IBSA' and the IBSA logo are trade marks of IBSA. Disclaimer - Care has been taken in the preparation of the material In this document. 'but; to the extent permitted by_law, IBSA and the original developer do not warrant that any IIcerislng or registration requirements specified in this- document are either complete or up-to-date for your State or Territory or that the information contained in this docum-ent is error-free or fit for any particular purpose. To the extent...
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...CUSTOMERS The One Number You Need to Grow by Frederick F. Reichheld FROM THE DECEMBER 2003 ISSUE T he CEOs in the room knew all about the power of loyalty. They had already transformed their companies into industry leaders, largely by building intensely loyal relationships with customers and employees. Now the chief executives—from Vanguard, Chick-fil-A, State Farm, and a half-dozen other leading companies—had gathered at a daylong forum to swap insights that would help them further enhance their loyalty efforts. And what they were hearing from Andy Taylor, the CEO of Enterprise Rent-A-Car, was riveting. Taylor and his senior team had figured out a way to measure and manage customer loyalty without the complexity of traditional customer surveys. Every month, Enterprise polled its customers using just two simple questions, one about the quality of their rental experience and the other about the likelihood that they would rent from the company again. Because the process was so simple, it was fast. That allowed the company to publish ranked results for its 5,000 U.S. branches within days, giving the offices real-time feedback on how they were doing and the opportunity to learn from successful peers. The survey was different in another important way. In ranking the branches, the company counted only the customers who gave the experience the highest possible rating. That narrow focus on enthusiastic customers surprised the CEOs in the room. Hands shot up. What about the rest...
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...Management) 2nd Year Services Marketing Maximum Marks: 70 Duration: 03 Hours Instructions: 1. This paper is divided into 3 sections – A, B and C. 2. Section A consists of 10 questions of 1 mark each. All questions in Section A are compulsory. 3. Section B consists of 7 questions of 3 marks each. You must attempt ANY FIVE questions. 4. Section C consists of 5 questions of 15 marks each. You must attempt ANY THREE questions. ------------------------------------------------------------------------------------------------------------------------------- SECTION – A (All questions are compulsory) Write short notes on the following: 1. Word of Mouth 2. Service marketing triangle 3. Service channel 4. Supplementary services 5. Service Quality 6. Service Encounter 7. 7 P’s 8. New product Development 9. Packaging of Services 10. Service Perishability SECTION – B (Attempt any five questions) 11. Explain in detail the impact of technology in services. 12. Discuss the characteristics of service marketing. 13. Explain, how can the various gaps of service quality be closed? 14. Write a note on the marketing management of financial services. 15. Discuss the difference between perception of service quality and customer satisfaction. 16. What are the steps involved in preparing Blue Print? 17. Explain the factor affecting pricing of services. SECTION – C (Attempt any three questions) 18. Explain the characteristics of services. 19. Write in detail the...
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...improving customer satisfaction Roxie Carter Res/351 June 30, 2014 Bob Strong This case study involves development and evolution of a customer satisfaction measurement program at Browning Ferris Inc. BFI became a primary supplier in the North American solid waste industry. The observation for customer satisfaction became relevant when William Ruckelshaus was hired as the new CEO of BFI. William immediately recognize a need to improve customer focus relationship within the organization. He began implementing a plan to collect data to review details about customer quality. Identify the research problem William Ruckelsahaus realize there was an area of opportunity for BFI to increase their customer satisfaction rates. William started addressing the problem and hired the author of this case study who has worked as a technical consultant for the company to gather resourceful information. The employee utilized several key components to observe what challenges arouse and why customers felt dissatisfied with BFI services. He began first reviewing reports within the company. He research involved attending staff meeting, analyzing internal data, and interviewing corporate officers. The responses provided from each party answered the following questions. How and where does focus on customer satisfaction begin in an organization? What roles does measurement play in a customer satisfaction program? What is needed to implement customer satisfaction? How does a customer satisfaction...
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...Research Questions 3 Company Background 5 Decision Criteria 5 Analysis of Situation 7 Alternatives 9 Recommendation and Conclusion 11 References 12 Executive Summary As the leader in China’s telecommunication industry, China Mobile should meet its consumer needs, however with customer expectations continuing to grow at an astounding rate, they organization has been struck with issues that stem from poor organizational management and behaviour (Hickie, 2012). Customer dissatisfaction and lack of customer loyalty has been a problem experienced by the organization stemming directly from a lack of employee satisfaction. To solve this problem the group has asked, “How can China Mobile increase its customer service satisfaction and in turn increase its customer loyalty?” Using the concepts and principles of organizational behaviour, the research questions have been analyzed resulting in recommendations and alternatives to overcome the issue. Job satisfaction, a reward system, goal setting and a change in organization culture is seen as the effective strategies in which to overcome employee dissatisfaction. Of these concepts, the reward system will best be applied to the organization. Outlined in the following document is our analytical viewpoint of China Mobiles’ customer service problem and our recommended solution. Statement of Research Questions Research shows that more and more customers choose or...
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...Bsbmgt516c Assignment 1 Question 1 Total Quality Management is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. Question 2 Lean manufacturing is a performance based, continuous-improvement process that focuses on eliminating waste and unnecessary steps all the processes of the operation so that it can meet the aim that is to provide high levels of throughput, or speed. Question 3 5 S is a technique, which can results in well-organized workplace complete with visual controls and order. The principles are Sort, Set in Order, Shine, Standardize and Sustain. * Sort means to remove what is not needed and keep what is needed. * Set in order means arrange essential items in order for easy access * Shine means keep things clean and tidy; no trash or dirt in the workplace * Standardize means maintain and make the “sort”,”set in order” and “shine” habitual. * Sustain means on going application of knowledge, skills, and abilities, gained from the 5S process in order to improve organization wide effectiveness. Question 4 Six Sigma and DMAIC is a disciplined data-driven approach and methodology for eliminating defects in any process within the operation of the business from the designing and manufacturing process of products to transactional, to delivery of the product. Six sigma or DMAIC consist of the...
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...Organizations Contents: 1. Introduction 2. Addressing the six questions 3. Conclusion Questions: 1. Although it is clear employees are not especially satisfied with their work, do you think this is a reason for concern? Does research suggest satisfied workers are actually better at their jobs? Are any other behavioral outcomes associated with job satisfaction? 2. Using job characteristic theory, explain why the present system of job design may be contributing to employee’s dissatisfaction. Describe more way you could help employees feel more satisfied with their work by redesigning their jobs. 3. Lee has a somewhat vague idea about how reward the cash reward system. Describe some of the specific ways you would make the reward system work better, based on the case. 4. Explain the advantages and disadvantages of using financial incentives in a program of this nature. What, if any, potential problems might arise if people are given money for achieving customer satisfaction goals? What other type of incentives might be considered? 5. Create a specific plan to assess whether the award system is working. What are the dependent variables that should change if the system works? How will you go about measuring success? 6. What type of hiring recommendations would you make to find people better suited for these jobs? Which Big Five personality traits would be useful for the customer service responsibilities and emotional labor? DrainFlow DrainFlow is a...
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...New Offer – Offering Extra Services over the phone Task You are going to be working in a pair. Both will complete the role of a customer service representative and a customer. You will require preparation for both roles. Customer – you will be ready to respond to a phone call. Customer Service Representative – you are going to familiarise yourself with a special offer concerning house alarm systems. You will then offer an existing customer these new services. Your Name: Jordan Your Partners Name: Josh Customer Service Representative Write down, in the box provided, the steps (questions to ask) you will have to go through with your partner. This is where you should look to familiarise yourself with the offer. |Introduction: | |Greet customer and ask if he has a house alarm | | | | | |The Offer: | |Extra services: ...
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...Customer satisfaction survey questions for 5 star hotel. (Closed-ended questions) 1. How is the cleanliness of your room when you first entered your room? a. Extremely clean b. Clean c. Neutral d. Dirty e. Extremely dirty -This question enables us to find out about customer’s satisfaction on room cleanliness as well as effectiveness of cleaning staffs. 2. How would you rate our hotel’s facilities (e.g. gym, swimming pool, ball room, conference room and others) Please state the facilities that you have used during your stay : _________ a. Extremely Satisfied b. Satisfied c. Neutral d. Unsatisfied e. Extremely Unsatisfied -This question aims to find out about customer’s satisfaction on hotel’s facilities as well as efficiency of the facilities maintenance department. 3. How satisfied are you of the hotel’s parking (cleanliness, how well is it managed)? a. Extremely Satisfied (It’s one of the best I’ve ever seen!) b. Satisfied (Not bad… ample parking spaces and reasonably clean) c. Neutral (Not much to comment / I don’t drive here) d. Unsatisfied (I rather park outside) e. Extremely Unsatisfied (You call that a parking??!) -This question asks customers regarding their satisfaction on the hotel’s parking in terms of cleanliness and how well is it managed. 4. Was what you experienced (use of rooms, parking, facilities and other services) during your stay worth the price you paid? a. Extremely...
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