theory of customer service is based on identifying and satisfying your customers' needs and exceeding their expectations. A company must be totally committed to delivering consistently high standards of service to gain and retain customer loyalty. Everyone from top management on down must be tuned into what the customer wants. Creating a customer service culture within a company can help build success. Customer satisfaction and loyalty are inextricably linked to the quality of customer service and, ultimately
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National Institute of Technology A Research Report on Customer Service of SBI vis-à-vis other Banks Internship Report submitted in completion of the requirement of Summer Internship at State Bank of India SME Branch, Civil Township, Rourkela Submitted by:- Under the guidance of:- Rasmita Sahu Mr. Prabir Chandra Sahu MBA Student Chief Manager Roll No- 312SM1017 State Bank of india School of Management SME Branch, Civil
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Case Study Internal Customer Attitudes Student: Date of Submission: Lecturer: Course: Customer Service Management Case Study Internal Customer Attitudes As products and services of various competing interests become increasingly equal in terms of price and quality, organisations have realized that ultimately the deciding factor in increasing or maintaining loyal customers is the commitment of an organisation to customer service strategies such as Total Quality Management
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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
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Customer service training session Ladies and gentlemen, we have come here to discuss the customer service and the strategy of how to improve it. I will tell you how to make the customer service more efficient so that our customers are more pleased with our products and services. As you see in this paragraph (slide 2), we have to focus on assuring our customers that our products are the best. Almost 45 percent of the customers went shopping elsewhere, and over 40 percent of them did not find the
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Introduction Customer satisfaction in the banking industry revolves around receiving a positive feedback regarding aspects such as staff conduct, credibility, communication and access to banking services whether through online banking or teller services. These factors represent the final dimensions of service quality that satisfy the customers. There are also the intangible aspects of the staff-customer interface. These intangible aspects include the implementation of a helpful, caring, and
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CHAPTER 15 CUSTOMER SERVICE, PRODUCT AND DISTRIBUTION STRATEGIES To be successful in the long run , small firms must develop and maintain loyal customers, as it costs for more to replace than keep one. There are three basic beliefs that forms the foundation of customer loyalty: 1. Superior customer service creates customer satisfaction 2. customer’s satisfaction produces customer loyalty 3. Small firms possess great potential for providing superior customer service Failure to emphasis
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organization to customers or potential employees. Zappos company values are gear to creating an atmosphere of fun and growth while providing WOW service to their customers. The company takes customer service to another level. A customer from Minnesota called to complain that her boots had started to leak after about a year (O'Brien, 2009). Zappos return policy allows you to return any unworn merchandise if it’s in its original packaging up to a year (“Shipping and Returns”, n.d.). The customer representative
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USAA, Linking IT and Customer Service Josh Rothrock Regis University Information Technology Concepts – MSCC 610 April 27, 2014 Abstract United Services Automobile Association (USAA) is a company that is not publicly traded in the insurance and financial industry. The focus of USAA is to provide superior customer service to its members. USAA provides its products only to the military community. To better serve this specific niche market USAA has a corporate culture that allows for its employees
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for Innovative Widgets customer service representatives. KPIs should address the areas of customer and business requirements identified below: a. call/enquiry/complaint handling time b. following organisational procedures c.identifying customer issues and opportunities to increase customer satisfaction or meet customer needs d. assisting team members to improve customer service e. assisting other internal customers of customer service team f.customer retention g. sales
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