Customer Service Case Study - 1489 Words

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 (TQM). Dr Karl Albrecht and Ron Zemke have suggested in their research that, â€Å"the way employees feel is ultimately the way your customers will feel...† This case study explores the impact that an organisations customer service strategy has on the†¦show more content†¦Organisational outcomes are also affected by attitudes of dissociation from customer service. They may be the increased costs of resolving external and internal customer complaints, disillusionment/loss of the customers, inability to monitor customer service systems that identify customer wants, needs, and expectations, loss of reputation, risk of competing organisations for custome rs, high employee turnover etc. In order to establish a service culture centred on the principles of Total Quality Management, an organisation must clearly communicate this vision from the CEO and senior management down to all levels of staff including internal customers such as Pam. In this case study we saw that customer service wasn’t a priority for Pam because it wasn’t a priority for the organisation. Jonas Hansson and Bengt Klefsjo state in their research that the implementation of TQM methodologies necessitates that everyone must first understand why this model of customer service is superior to the existing standard and how it relates to the core values of the organisation. An example of an organisation’s core values that is committed to TQM might be: * Committed Leadership * Customer focused * Decisions based on facts * Continually improveShow MoreRelatedCase Study : Customer Service Skills1440 Words   |  6 Pagessummary Customers complained our staffs have very bad customer service skills and their service attitude are very rude. There are no customer service training provided to the staffs and each staff treat customers in their own way. The company is now losing customers because a lot of customer complaints and customers decide to not to come back to our company. The project is developed to help the company’s staffs to improve their customer service skills and knowledge and know how to treat customers correctlyRead MoreJohn Lewis customer service case study1710 Words   |  7 Pageskeeping customer satisfaction 2 2. California Fitness Yoga Centers Vietnam - A real example of bad practice of customer service 3 2.1. About California Fitness Yoga Centers Vietnam 3 2.2. California Fitness Yoga Centers Vietnam’s customer service problems 3 2.3. Causes of bad customer service 4 2.4. Recommendations 5 3. Conclusion 5 4. References 6 INTRODUCTION Customer service is the provision of service to customers before, during and after a purchase. Customer service is a seriesRead MoreCase study: Managing Customer Quality Service1675 Words   |  7 PagesContents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Lauras business at each of the stores?How would you account for any difference?2.Level of Service..................................................................3How would you rate the level of service provided by the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura shopped at the first newsagentRead MoreEssay about Starbucks: Delivering Customer Service – Case Study1328 Words   |  6 Pagesits position on the market by connect with its customers, and create â€Å"third place† beside home and work, where people could relax and enjoy others or themselves. It was th e motto of Starbucks’ owner Howard Schultz and mostly thanks to his philosophy; company has became the biggest coffee drink retailer in the world. However, within the new customer satisfaction report, there is shown some concerns, that company has lost the connection with customers and it must been taken some steps to help StarbucksRead MoreCustomer Satisfaction Towards E-Banking Services: a Case Study on Ific Bank Ltd.6472 Words   |  26 Pagesnot only the potential for success but also a never-ending series of questions regarding its design, its value to its users, ultimate use and acceptability. E-banking is the waves of the future. It provides enormous benefits to consumers in terms of case and cost of transactions, either through internet, telephone or other electronic delivery channels. For many consumers, electronic banking means 24-hours access to cash through an Automated Teller Machine (ATM) or Direct Deposit of paychecks into checkingRead MoreCase Study : High Levels Of Customer Service And Address Any Manufacturing Issues That Arise1123 Words   |  5 Pageswill have to encounter returns, high levels of customer service and address any manufacturing issues that arise. Don’t get me wrong physical products can be an extremely profitable business and if you are interested in starting a physical product business I wrote a book that teaches you exactly how, which you can check out here. Although I do like physical product businesses they can be exhausting and unless your company has reached a certain size the work can seem to be endless. However, withRead MoreInvestigation of Online Service Quality of Hsbc, with Regard to Customer Satisfaction Case Study Based on Hsbc Bank (Uk)18388 Words   |  74 PagesInvestigation of online service quality of HSBC, with regard to customer satisfaction Case study based on HSBC Bank (UK) BY Nishar chozhivalappil 1092227422616 Dissertation submitted in fulfillment of the requirements for the degree in master of business administration at University of wales Student Name : Date : ------------------------------------------------- ABSTRACT The theoretical methodology adopted in this research study has been developed according to an existing methodologyRead MoreThe Desctiption of the Service Desk1159 Words   |  5 PagesThe service desk has strong relationship with customers, users, IT service providers and third-party service providers. The service desk is responsible for carrying out incident management and request fulfilment processes. The objective of the service desk is to restore normal service for users as quickly as possible.Besides,help desk also give, a strong impact on customer satisfaction or dissatisfaction.This paper provides a wider literature review on service support and provides a more detailedRead MoreCustomer Service Policies Of The Salon1602 Words   |  7 Pages Customer Behavior and Experience – Salon  Introduction Customer service is a very essential factor for the success of any company. However it is vital to note that most companies fail to take this into consideration the importance of customer service to their overall performance (Gilmour et al., 2013). It is certain that based on the case study, the complaint made to the manager clearly shows that one of its customers had completelyfailed to uphold the recommended customer service standards. ThisRead More1. How, Specifically Is the Process of Attribution Illustrated in This Case?819 Words   |  4 PagesCase Module 5 1. How, specifically is the process of attribution illustrated in this case? Ans. The process of attribution regarding the case referred, flags relatively regarding the behavior of the customer’s eye contact wrong implication. The case study stated that a in certain supermarket dozen females claimed the issue of drawing the unwanted attention for maintaining eye contact. There was no clear information as how many female employees were employed there. This may raise several questions