EVALUATE AND REPORT CUSTOMER SERVICE Successful business depends on Customer Service. It is essential to understand that every employee is involved in customer service. Everyone in every organization is a customer of some kind. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some employee. The ability
Words: 1202 - Pages: 5
MANAGE QUALITY CUSTOMER SERVICE Assessment 1 Innovative Widgets Customer Service Plan A. VISION In five years’ time, Innovative Widgets will be the leader in customer service satisfaction, providing timely, responsive service with integrity, simplicity and a passion for excellence, while meeting or exceeding the customer’s expectations. MISSION The mission of Innovative Widgets is to always convey a passion for the customer and to consistently deliver the best service experience
Words: 648 - Pages: 3
Theservice: Delivering outstanding, uplifting service, delighting customers whenever possible • The atmosphere: Providing a “third place” to its patrons, a place where lounging, relaxing and socializing is encouraged The most recent market research at Starbucks had however revealed to management that there was substantial dissatisfaction especially in the area of service. In a survey, ten percent of customers had indicated, that they would wish the service at the coffeehouse were faster and more efficient
Words: 408 - Pages: 2
HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise
Words: 1618 - Pages: 7
Compensation Management Assignment one Case 1: The customer service agent Case 1: The Customer Service Agent Case Question one: Does the Day Diary include sufficient information? The day diary conducted includes sufficient information. The day diary includes a full day for one employee working as a customer service agent. Through the information provided it reveals the different activities conducted throughout the day. These data can help to identify the different tasks, responsibilities
Words: 2117 - Pages: 9
“Starbucks: Delivering Customer Service”, Harvard Business School Case (2004) 1. The target customers were the affluent, well educated, white collar patrons (skewed female) between the age of 25 to 44. Their needs and values were to relax from their work and their family, having whole beans and premium priced coffee beverages by the cup that’s to say a coffee of quality. They want to be unique and recognized. 2. The consumption pattern associated with Starbucks patronage
Words: 284 - Pages: 2
IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCES FROM THE RESTAURANT INDUSTRY IN PAKISTAN MS Candidate Ubedullah Amjad Ali SHAIKH Institute of Business and Technology – Biztek, Karachi, Pakistan Naveed Ur Rehman KHAN Universiti Pendidikan Sultan Idris – UPSI, Perak, Malaysia Email: naveed.r.khan@gmail.com Abstract: The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique
Words: 4985 - Pages: 20
http://vigaexalt.blogspot.com/2014/01/professional-introduction-in-customer.html Since the start of my career, I have seen the changes and evolution of customer service skills. However one skill has not changed and still remains in our customer service scope. It is Professional Introduction. Professional introduction defines the image of an organization and sets the welcoming greetings to be in standard order. Whenever we discuss professional introduction, we only limit its scope to handshake
Words: 823 - Pages: 4
Customer service excellence Introduction Organizations are increasingly beginning to recognize that to deliver superior service they must instill a sense of pride in their internal customer (employees) and motivate them. How to influence employee behavior through internal marketing is very important for organization get success in the external marketing. However, now economic environment means that it is something no company can afford to ignore (Mortimer, 2011). This essay will be evaluating
Words: 3187 - Pages: 13
Part 1 Dissatisfying Service incident 2 * Circumstances Leading to the Incident 2 * What Occurred During the Incident 2 * What made the Incident dissatisfying 3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness
Words: 3374 - Pages: 14
