...“We make a living by what we get. We make a life by what we give.” -Sir Winston Churchill 62 Amazing Customer Service Tips and Quotes Time tested ideas and suggestions to keep your customers happy and loyal. by Kevin M. Stirtz www.AmazingServiceGuy.com 62 Customer Service Tips & Quotes “Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others The New Era of Customer Service We are in a new era of customer service. In fact, at the risk of sounding cliché, I’d even call it a new paradigm. Because much of what worked in the old days is just not effective any more. Many of the attitudes toward customer service are no longer relevant or useful to people and organizations who want to be successful. The new paradigm of customer service calls for people and their organizations to work together better than ever before. It is embodied in two concepts. They are the fundamental values behind every action and every decision. They are: To Serve and To Connect. As we work with our customers, we need to make sure we are constantly meeting these two standards. We need to serve them and we need to connect with them. think possible.” -Howard Schultz www.AmazingServiceGuy.com Copyright 2013 Kevin M.2Stirtz 2 62 Customer Service Tips & Quotes “Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type...
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...Strategic Service Marketing Reflective Journal Nicolae Focsa B00053177 Department of Business School of Business & Humanities Institute of Technology, Blanchardstown Dublin 15. Word Count 13582 Words General Business –BN101 Strategic Service Marketing 16th December 2014 Table of Contents 1.0 Introduction 1 2.0 Week 1 1 3.0 Week 2 1 3.1 1 4.0 Week 3 1 4.1 1 4.2 1 4.3 1 4.4 1 4.5 1 4.6 1 5.0 Week 4 2 5.1 Week 5 and Week 6 2 18.0 Conclusion 2 Bibliography 3 Appendices 1 Introduction In this reflective journal I am required to reflect on strategic service marketing. I am reflecting on 3 dimensions lecture reflection from material that I study in lecture class, employee reflection myself as an employee in service industry how can I reflect on this matter and consumer reflection myself as consumer of services. Week 1 16 of September 2014 In this lecture im going to reflect on some quotations about service Strategic services without process is little more than wish list- Robert Filek. I understand this that services cannot exist without the practice. In order to do services an organisation need to put in process A satisfied customer is the best business of strategy of all- Michael leboeuf Customer need to be satisfied after receiving a service. A customer satisfied...
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...GREEN LIFE An Electronics Recycling Service To educate and to serve Marketing Project By students: Ambre Comes Gonzague Cavrot Morgane Wernert Rainer de Sousa Romain Ades Course: Marketing Principles Professor: Girish Prayag Supervisor: Jeanette McDonald Skema Bachelor Spring 2011 Executive Summary Undergraduate students at the Skema Business School at Sophia-Antipolis, France; we have been conducting an on-campus marketing feasibility study to evaluate what would be the chances of successfully implementing a new service to the entire school community, focusing especially on the French student population. Our service concept involves educating our target market about recycling (focusing on the recycling of electronics), motivating our target market to recycle electronic devices, collecting the devices and handling them to recycling facilities. We carried out an initial exploratory research in the form of a focus group and based on it, on our insights and perceptions about the relation between the issue of recycling and our school, and also based on secondary research, we developed a descriptive research in the form of a questionnaire in French composed by closed-ended questions to be answered by 100 francophone Skema students chosen randomly across various classrooms. We obtained a 100% response rate. The analysis of the study results has indicated that despite the fact that practically...
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...Introduction to Customer Service – Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates. It is an array of activities that are intended to enhance customer satisfaction. When a business is associated with a service rather than a product, customer service is of utmost importance. That is, in a service industry, client service is at the highest priority. Customer service can be provided by a person or may be provided by means of carefully-planned self-service. In recent years, industries have started offering their customers with feedback loops, by way of which the company can obtain an immediate feedback about their services. Attractive offers, and creative product promotions can draw in customers for a business, but for the business to retain the customers and achieve customer return, only a good customer service can help. Good customer service builds healthy customer relationships. It is about earning trust from the customers and catering to their needs and expectations to ensure customer return. Actions matter more than words. It is a company's duty to act upon its words and keep the promises it has made to its customers. Let's have a quick look at the keys to good customer service. Good customer...
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...were more than she thought her company should be paying. After all, I was the person who sold them their services and I was supposed to take care of them. They were important to my company and I was anxious to do my best for them. I turned to the CTO and exclaimed “Absolutely! I’ll be back in a week with our new program and rates for you!” As I left their office, walking out the door I had NO idea what I was going to do. I was 23 and even though my company had already paid me for getting them as a customer, I knew the right thing to do was to help out my client and reduce their costs. The first thing I did was go to my boss and I asked. “’My client asked me to come in today and wanted me to reduce their phone bills, what do you think I should do?” My boss shot an angry look back at me “Didn’t you sell them a year ago? Aren’t they already a customer?” he scolded. “Yes I did, but I want to keep them as a happy customer so they don’t leave” I replied. “Forget them, you (and I) have already been paid. You need to move on, just let the customer support department out of Atlanta handle their issues and find some new business” he shouted back. I was shocked and surprised, but I was also undeterred. I decided to ignore my manager and I went to the cubicle of one of the more senior reps in the office and asked her what to do. “Oh, that’s easy, put them on the new product we just rolled out, you’ll be able to book them as new revenue and you’ll get paid again!” she smiled. “What do you mean...
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...The Four Service Marketing Myths Remnants of a Goods-Based, Manufacturing Model Stephen L. Vargo University of Maryland Robert F. Lusch Texas Christian University Marketing was originally built on a goods-centered, manufacturing-based model of economic exchange developed during the Industrial Revolution. Since its beginning, marketing has been broadening its perspective to include the exchange of more than manufactured goods. The subdiscipline of service marketing has emerged to address much of this broadened perspective, but it is built on the same goods and manufacturing-based model. The influence of this model is evident in the prototypical characteristics that have been identified as distinguishing services from goods—intangibility, inseparability, heterogeneity, and perishability. The authors argue that these characteristics (a) do not distinguish services from goods, (b) only have meaning from a manufacturing perspective, and (c) imply inappropriate normative strategies. They suggest that advances made by service scholars can provide a foundation for a more service-dominant view of all exchange from which more appropriate normative strategies can be developed for all of marketing. Keywords: service; goods; intangibility; inseparability; heterogeneity; perishability Early marketing thought was built on a foundation of goods marketing, essentially the distribution and monetized exchange of manufactured output. Since marketing grew out of economic science, with...
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...mission to make the world more open and connected. For us, that means the entire world — not just the richest, most developed countries. We’ve made good progress, and today we connect more than billion people through Facebook each month. But as we started thinking about connecting the next 5 billion people, we realized something important: the vast majority of people in the world don’t have any access to the internet. Below, I’ll discuss the state of the internet today, why connectivity is such an important problem for the world, the major issues we’ll need to solve — technical, social and economic — and then I’ll outline a rough plan to accomplish this goal. I’m focused on this because I believe it is one of the greatest challenges of our generation. The unfair economic reality is that those already on Facebook have way more money than the rest of the world combined, so it may not actually be profitable for us to serve the next few billion people for a very long time, if ever. But we believe everyone deserves to be connected. The state of the internet Today, only billion people — a little more than one third of the world’s population — have internet access. Even more surprising, internet adoption is growing by less than 9% each year, which is slow considering how early we are in its development and that it is expected to slow further. There are more than 5 billion mobile phones in the world, with almost 4 billion feature phones and more than 1 billion smartphones. As smartphone...
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...Summary 2.0 Situation Analysis 2.1 Market Summary 2.2 SWOT Analysis 2.3 Competition 2.4 Product (Service) Offering 2.5 Keys to Success 2.6 Critical Issues 3.0 Marketing Strategy 3.1 Mission 3.2 Marketing Objectives 3.3 Financial Objectives 3.4 Target Markets 3.5 Positioning 3.6 Strategies 3.7 Marketing Mix 3.8 Marketing Research 4.0 Controls 4.1 Implementation 4.2 Marketing Organization 4.3 Contingency Planning 5.0 Conclusion Printing services are a necessary evil in this life. Without the headlines that read “Extra, Extra, Extra” as the newspaper boy tosses the bundle and it hits the concrete; those words would hold little meaning had they not been in BOLD INK. Combine that with the insatiable need for more products and services needing to be marketed on the web and a firm that provides all the bells and whistles of big-wigs like FedEx Kinkos and you have a ONE STOP SHOP that the demand for service never recedes. Market Summary The printing business is broad and vast. The market is huge because there are no companies with a dominant market share in this industry. Print services are a $4 billion dollar industry (IBISworld, 2013a) and that is just from print services. The firm offers graphic design services which are a $9 billion dollar industry (IBISWorld, 2013b) and web design services which are a $20 billion dollar industry (IBISWorld, 2013b) that keeps growing and growing as citizens strive...
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...Q1.1 Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers. It also makes the service far more unique and satisfying. Dimension 1 - tangibles; The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. In other words, the tangible dimension is about creating first hand impressions. A company should want all their customers to get a unique positive and never forgetting first hand impression, this would make them more likely to return in the future. Dimension 2 - reliability; The reliability Service Quality Dimension refers to how the company are performing and completing their promised service, quality and accuracy within the given set requirements between the company and the customer. Reliability is just as important as a goof first hand impression, because every customer want to know if their supplier is reliable and fulfill the set requirements with satisfaction. Dimension 3 - responsiveness; The responsiveness Service Quality Dimension refers to the willingness of the company to help its customers in providing them with a good, quality and fast service. This is also a very important dimension, because every customer feels more valued if they get the best possible quality in the service. Dimension 4 - assurance; The assurance Service Quality Dimension refers to the...
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...clWhat cloud computing can do for your enterprise Lessons from the second generation of cloud adopters Written by Phil Wainewright Commissioned by Appirio What cloud computing can do for your enterprise : Lessons from the second generation of cloud adopters Contents Stair steps to the cloud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Why take to the cloud? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 What the cloud changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Expected changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Unanticipated change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 IT managers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
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...product or service. The service I have chosen for this assignment is a salon. First, I will explain marketing mix and then I am going to develop a marketing plan for this service. Marketing mix The marketing mix refers to the set of actions, or tactics, that a business uses to promote its product or service in the market. The 4Ps of marketing mix are price, product, promotion and place. Nevertheless, marketing mix is increasing and it includes other Ps such as packaging, position, people and even political. (http://economictimes.indiatimes.com/definition/marketing-mix, 18/01/2016) Marketing definition and opportunity The service I have chosen for this task is a salon. A salon is a very competitive business and we are more than likely to set up a business where there are already salon established. The salon is based in the city centre of Birmingham, near the bullring. We decided to open our salon here because there are many people who come here every day for shopping and we have an audience of 26 000. The services we provide are haircuts, hair dying, waxing, bridal makeup, and other services such as threading and IPL laser treatment. We will also offer hair smoothing and other services such as threading, waxing and IPL laser treatment. Crop is a unisex hair salon and spa. People can come with their family and everyone can take the service in our salon. There will be a little play corner for the kids and a seating facility for adults while waiting. We also have a...
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...CUSTOMER SERVICE IN TELECOM SECTOR (A CASE STUDY ON SYLHET ZONE) REPORT ON CUSTOMER SERVICE IN TELECOM SECTOR IN SYLHET ZONE Course Code: BUS-214 Course Title: Business Communication Submitted to: Tanvir Ahmad Torophder Lecturer Department of Business Administration Submitted by: Group Name: Name ID No. Samad Ahmed Chowdhury 1001010010 Tanzina Akther 1001010014 Rumena Akther Chowdhury 1001010016 Aysha Jahan Reme 1001010017 Nasima Begum 1001010018 S.M. Humayoun Kabir 1001010019 Md. Abdul Wadud 1001010036 24th Batch, Section-A Department of Business Administration Leading University, Sylhet Submission Date: May 5, 2011 May 05, 2011 Tanvir Ahmad Torophder Lecturer Department of Business Administration Leading University Sylhet- 3100 Subject: Submission of report on “Customer Service in Telecom Sector “(a case study on Sylhet zone) Dear Sir: We the SPARK group glad to present our report on “ Customer Service in Telecom Sector “ (a case study on Sylhet zone) that you have offered us to prepare as a requirement of Business Communication course. This report provides us with a learning experience & knowledge. We tried our best to gather most complete & relevant information. We are greatly hopeful that this report will meet up your expectation & will clarify the idea about the subject. We tried to prepare this report according to your prescribed guidelines. While working on this report...
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...consumer? When we talk about marketing, there are lot things that we should know first. Marketing is activities of creating value that desired by the potential buyers and receiving value from the potential buyers for the value that they have received. When marketers want to create something that has value to the potential buyers, marketers must know first, what do the potential buyers need or want. As a marketer, it does not make any sense if we sell something that does not have value, or if the marketers want people to purchase something that they do not need of even want. Marketers can not force anyone to do something. They can only ask them to buy their product or service. Some people might not care about what they are asking for. So, in the business of selling product or service, we know word “marketing”. Marketing is an art of identifying and meeting the people’s needs and wants. It is all about communication between two parties that profitable for the both sides by exchanging value. Marketing is not that easy to do. As we know, we can not mess with the “free will” of the people around us or people that we see as the potential buyers. It is up to them if they are willing to buy the marketers’ products or service. In this case, the marketers have to do their marketing activities. Their job is to tell people that their product or service is suit with the people’s need or want. Therefore, the marketers have to know what do people need or want. How can the marketers find...
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...talk about leaving for a positive reason such as an opportunity, or a chance to do something better. What is your weakness? Always try to give a positive answer. For example, "It takes me a long time to get ready in the morning, so I set my alarm two hours ahead of my time in for work." What are your strengths? Sell yourself. Say how you can be a desirable employee for the company. What do you know about the type of work we do? Do a research about the company before going to the job interview. Why should we hire you? This is your chance to show why working for the company is important to you and why you think you will fit in. Don't mention other applicants for comparison. Tell me about a suggestion you have made. This will show that you care about the company's growth. Use an example that was accepted and successful, especially one that is related to the position. Do you consider yourself successful? You should always answer yes. Success doesn't necessarily have to be big ones, just mention how you have achieved goals you have set for yourself. What do co-workers say about you? Recall good things that your co-workers have said like, "My manager, Mr. Santos, once told me that I am a very organized person". How long would you expect to work for us if hired? Don't give a specific answer. Say something like, "I plan on staying for long." or "As long as we both feel I'm doing a good job." Do you think you are overqualified for this position? Regardless of your qualifications...
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...+55-11-5501-6371 carlos.gondim@booz.com Booz & Company EXECUTIVE SUMMARY There is widespread recognition that the typical corporate cost-cutting initiatives will not suffice in the current business environment. To navigate the global downturn and even prosper in the process, corporate leaders must take a step back and consider how best to implement long-lasting and effective initiatives aimed at fundamentally improving the way their companies operate. Booz & Company’s approach focuses on three strategic questions: What do we do? How do we do it, and where? How well do we do it? Our experience shows that companies too often neglect the relevant issues related to their business model (“How do we do it?”). Focused efforts in this area can result in structural improvements in efficiency and effectiveness. This Perspective explores the commonly observed issues and derailers surrounding companies’ business models in light of important questions they currently face: Have we built into our operation the flexibility and resilience necessary to survive this crisis? Is our business model appropriate for navigating and succeeding in this global downturn? Booz & Company 1 THE NEW CEO AGENDA After a period of intense growth across almost all sectors and regions, the global downturn has rapidly shifted CEOs’ agendas from strategies for growth to how to improve performance and tighten cost controls. Though the crisis...
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