Bibliography Using references in an essay is very important. It should only reignite your thesis statement and have your point of view. Customer Service 1 An investigation has taken place into the customer service practices of Sainsbury Supermarket, essay about customer service, the investigation will show essay about customer service following, 2 · It will identify and describe the different types of customers and their needs, · It will identify and analyse the skills required in customer service. Care must be taken in the drafting of the documents since an expectation of follow-up and improvement can be created and any lack of follow-up will increase dissatisfaction. For instance, if you are writing about the key aspects of effective customer service, some topics of arguments might be: Customer Loyalty; Customer Satisfaction; Customer Expectations; Customer Complaints.
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Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. However, this process is not as easy as it sounds — customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a wide range of factors. However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers.
Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be. The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to essay about customer service your service better. Additional expectations may arise from your customer research, essay about customer service, which you can address on an individual basis.
Benefits of Meeting Expectations. By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line. As a result of these meetings, a list of customer needs is organized and prioritized. Product concepts are created and specifications drawn with the most important customer needs addressed. In order to organize and evaluate the data, simple tree diagrams are often used. The next step in the process is critical and often neglected: conducting one-on-one, in-depth interviews with the customers. This technique deploys a structured interview lasting 30 minutes to essay about customer service hour.
The discipline behind the interview is to ensure that all areas in the discussion guide will be addressed without limiting the input from the customer to predetermined formats. In new product development, it is critical to solicit the Voice of the Customer to correct undesirable feature sets, determine most desirable value propositions, and understand future uses and applications of a new product. Not only does this result in new perspectives, essay about customer service, it also increases customer satisfaction and loyalty when their ideas are implemented, essay about customer service. Additional research and refinement occurs until the product is launched.
Now the Voice of the Customer is needed to assist the company in ensuring it is exceeding customer expectations. Exceeding expectations is extremely challenging as customers continually upgrade their expectations. The involvement in delivering products and services that exceed expectations is the responsibility of everyone in the essay about customer service. In an on-going effort to dynamically measure customer commitment and track changes over time, Voice of the Customer tracking research was established. Telephone, mail and web surveys are the typical methods of collecting data from customers. Each of these methods essay about customer service its advantages and disadvantages, all of which need to be evaluated.
Speed, confidentiality and cost are the primary item trade-offs in the decision to use a specific method. Questions are developed to obtain information on importance and the satisfaction associated with each performance attribute. A ranking model is then developed to help set priorities. Customers are usually guaranteed anonymity when responding to Voice of the Customer studies. Care must be taken in the drafting of the documents since an expectation of follow-up and improvement can be created and any lack of follow-up will increase dissatisfaction. If response rates are not adequate, several procedures can be deployed to increase participation, including offering the customer an incentive for completing the survey, essay about customer service.
If so, essay about customer service, what was the general nature of the problem? A chart graphically depicts the overall results from the research. Each of the key satisfaction issues essay about customer service plotted on the graph with the more important issues as rated by the customers being higher on the graph. In this manner, the key strengths and vulnerabilities are charted. An additional analysis is typically performed which determines which customers are likely to remain loyal and which are at risk. At risk customers are those the company is likely to lose because they are highly dissatisfied with the company. This gives a company a measurement of how many customers it may lose to competitors.
Over time, a comparison of the results allows a company to see how its situation has changed. Feedback on results, implementation of improvements and areas where additional progress is still desired should be communicated to all employees on a periodic basis. Demographic household information can also be asked and age, income and geographic region can be reported. Clear, consistent and systematic improvement is necessary to retain customers for life. Knowledge of good customer procedures is not innate. They do provide suitable training and support resources so that employees know what to do and are able essay about customer service do it. Organisations should dedicate resources time and money for training and reinforcement. Employees should be fully informed about company goals, the products and services.
People can only do the job if they are given the right tools and objectives. It costs money to train people. It will cost more if you decide not to train them. the management does not know what the customers need and expect from their service. Gap 2 is the lack of development between management perception and service quality specification. Here managers are aware of customer expectations but are not essay about customer service enough to utilize the knowledge of customer needs and expectations as the basis for defining and specifying service quality standards. This may occur due to ignorance, lack of vision, limited resources. However, service delivery may be of poor quality owing to poor employee performance due to insufficient training.
Gap 4 refers to the gap between service delivery and external communication which occurs due to pre-purchase promotional materials communicating unrealistic service levels which cannot be delivered in reality. Again it can stem from being poorly briefed about the service by the sales staff resulting in over promise and under delivery. Employees by clarifying their roles in service delivery, training and motivating them to perform well in their roles as co-producers. Gap 5 can be effectively closed by minimal promise and maximum performance. Free Essays Topics Essay Checker Hire Writer Login. Free essay samples Customer Service Customer Service Essay.
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These essays usually tell the customers about the steps an organization takes to ensure that their customers are satisfied. A good structure also plays an integral part in the quality of the essay. A high-quality essay must follow a proper structure. Always remember that your professor is not only looking for reasonable arguments. He is focused on the way you structure these arguments in the research paper. Below let's discuss some key components of a strong essay structure:. First impressions always last. Even if you are on your first date, you always start with the best form. Similarly, a good customer service essay must also have an amazing introductory paragraph. Try to use strong and captivating vocabulary when starting the essay. But don't just start the essay with specific information.
Most students use a funneling approach in the introduction. Start with general information about the topic and gradually tone down to the specifics. This will give a professional feel to your essay, and your professor will be impressed. Let's look at an example. For instance, if your professor requires you to write a customer service essay, explain the different types of customer support techniques. Then you can focus on the method that is dominant in many organizations. Introductory paragraphs are generally short.
The second and probably the most crucial part of the essay is the body. It might be a good idea to take a piece of paper and note down all the important arguments you want in the essay. Now you have a clear line of what you want to write, and the writing process will be smooth. Allocate one paragraph for each of your points so that clarity might be achieved in the document. Try to start with the most compelling arguments and end each section with the line that connects the next one. For instance, if you are writing about the key aspects of effective customer service, some topics of arguments might be:.
The main body paragraphs, like the essay, follow a specific structure. Start the paragraph with a significant point to discuss and eventually lead up to the thesis statement. Try to use strong vocabulary and avoid any fillers. Students are tempted to add unnecessary information in the main body to increase the word count. Always avoid this habit because this might lower your essay quality. Put to keep the text concise and to the point. Professors love an essay that is not too wordy and clearly defines every argument. Lastly, avoid using repetitive sentences. If you have already discussed a certain point, no need to repeat it several times. This looks highly unprofessional. Try to make the words as catchy as possible and avoid grammatical mistakes.
The conclusion is the last part of your essay. Make sure that the last paragraph does not contain any new arguments. It should only reignite your thesis statement and have your point of view. The purpose of a concluding paragraph is to summarize the entire essay. It must be a short paragraph and squeeze all the main arguments to complement the whole text. Conclusions are great when they use catchy words that fascinate the reader. For example, if your essay revolves around customer relationships in customer service, try to conclude something that gives your point of view. Try to end the essay on a good note that makes the reader satisfied.
Cliffhangers are not advisable as they leave ambiguity in writing. Try to use sentences that give a more significant meaning in a short space. Your professor has to check hundreds of essays. He might frown at wordy sentences and mark the essay as poor. Using references in an essay is very important. Term papers are generally complicated essays. They require backing up of each fact and figure that you aim to discuss. To prove that the information acquired comes from a credible source, having a separate bibliography section is extremely important. Adding references improves your research credibility and shows the professor that you put into finding good and accurate information for the essay. You might also include in-text citations in the paper to make it more accurate.
Some common types of referencing styles are:. Customer Service Analysis. Good Essays. The Importance Of Customer Service Words 3 Pages. The Importance Of Customer Service. Powerful Essays. Customer Service Words 5 Pages. Customer Service. Customer Service Words 3 Pages. Customer Service Words 19 Pages. customer service Words 3 Pages. customer service. Better Essays. Customer Service Words 3 Pages 5 Works Cited. Customer Service Recovery Words 2 Pages. Customer Service Recovery. FedEx Service Magnagement and Customer Service Issue Words 4 Pages.
FedEx Service Magnagement and Customer Service Issue. Popular Topics. Wall Street Journal Online. Principles of Marketing. University of Minnesota. Describe how both Allegiant Air and the Ritz-Carlton approach their customers. Your email address will not be published. Save my name, email, and website in this browser for the next time I comment. Quality essay writers is our second name. We give you value for money by delivering high-quality work written by the best essay writers. Prompt: Read the case study from the following documents regarding Allegiant Air and Ritz Carlton files attached : Allegiant Air: Going Where They Aint from Armstrong, G. Wall Street Journal Online Principles of Marketing.
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