Dissertation on Customer Service
Customer service is the one of the most important elements of a business. Poor customer service could cause a business thousands of dollars and also “ it’s credibility.” Good customer service is what attracts people to a business. Customer service is more than just having a good attitude towards the customers. It is about the quality of the service that is being provided. When customers are pleased they become long-term assets to the company. Building strong customer relations can tie a customer and a business together. When customers are satisfied they feel well treated and are willing to treat the business well in return.
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Customer service is the ability of a business to constantly give a customer what they want and need. The ability to constantly and consistently exceed customer’s expectations is considered to be excellent customer service. Excellent customer service can be achieved in numerous ways. According to a customer service article from www.onlineshawnee.com there are ten variables in providing customer service. At business can work on these variables to provide excellent service.
The first one is reliability; this is defined as “consistency of performance and dependability.” This is important because a customer needs to feel that the business will always be there for them when they need it. The second one is responsiveness “the willingness and readiness to provide a service.” A customer does not like to feel like a bother to the business when they request a service. The customer likes to feel like the business is ready to provide the service for them at any time. The third one is competence “possession of the required skills and knowledge, by the employee, to provide the service.” The customer needs to feel that the employee that is assisting the customer actually knows and has the skills required to perform the service. The fourth variable is accessibility to the business “how easy it can be approached by customer’s.” The fifth, sixth, and seventh variables are courtesy, communication, and credibility. These are important to the customer needs to feel comfortable with the employee of the business. In order customer to feel this way the employee that is dealing with the customer needs to be polite; needs to be able to listen and communicate with the customer in a way that the customer can understand; and also needs to be able to make the customer feel like they have “their best interest at heart.” The eighth and ninth ones are being able to understand and provide security for the customer. These include being able to know what the customer wants and making them feel safe. The tenth and final variable are the tangibles. The tangibles are the “physical evidence of service, the building and the appearance of personnel, and the tools used to provide the service.” Customers feel at ease with a business when there is proof of the services that the business offers.
In order for a business to provide excellent customer service they must provide extensive training for the employees. The training includes reminding everyone from the highest to the lowest paid, from the owner to the newest hired that the customers needs are the most important. According to www.amirillonet.com “customer service starts first with business owner’s attitude and then trickles it way down to the employees.” Training the employee to realize that everyone benefits from excellent customer service, not just the business but the customer as well. The company needs to train the employees to stay focused on staying committed to “serving the customer.” Losing the focus on staying committed could be the biggest mistake for a business and its employees. This could cause the customers to lose interest in the company or feel dissatisfied.
Customer service is a vision that starts with employees’ obligation to provide top service to the customer. This vision needs to be understood by everyone in the company. Every individual within the company must accept the responsibility to provide quality service and to know how important this service is to the customer.
This service includes everything from the attitudes of the employees to how accessible the business is to the customer. If everyone does not realize this vision it could be very costly to the business and cause the organization to lose credibility, which in turn will keep it from attracting any new customers.
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Customer service is the ability of a business to constantly give a customer what they want and need. The ability to constantly and consistently exceed customer’s expectations is considered to be excellent customer service. Excellent customer service can be achieved in numerous ways. According to a customer service article from www.onlineshawnee.com there are ten variables in providing customer service. At business can work on these variables to provide excellent service.
The first one is reliability; this is defined as “consistency of performance and dependability.” This is important because a customer needs to feel that the business will always be there for them when they need it. The second one is responsiveness “the willingness and readiness to provide a service.” A customer does not like to feel like a bother to the business when they request a service. The customer likes to feel like the business is ready to provide the service for them at any time. The third one is competence “possession of the required skills and knowledge, by the employee, to provide the service.” The customer needs to feel that the employee that is assisting the customer actually knows and has the skills required to perform the service. The fourth variable is accessibility to the business “how easy it can be approached by customer’s.” The fifth, sixth, and seventh variables are courtesy, communication, and credibility. These are important to the customer needs to feel comfortable with the employee of the business. In order customer to feel this way the employee that is dealing with the customer needs to be polite; needs to be able to listen and communicate with the customer in a way that the customer can understand; and also needs to be able to make the customer feel like they have “their best interest at heart.” The eighth and ninth ones are being able to understand and provide security for the customer. These include being able to know what the customer wants and making them feel safe. The tenth and final variable are the tangibles. The tangibles are the “physical evidence of service, the building and the appearance of personnel, and the tools used to provide the service.” Customers feel at ease with a business when there is proof of the services that the business offers.
In order for a business to provide excellent customer service they must provide extensive training for the employees. The training includes reminding everyone from the highest to the lowest paid, from the owner to the newest hired that the customers needs are the most important. According to www.amirillonet.com “customer service starts first with business owner’s attitude and then trickles it way down to the employees.” Training the employee to realize that everyone benefits from excellent customer service, not just the business but the customer as well. The company needs to train the employees to stay focused on staying committed to “serving the customer.” Losing the focus on staying committed could be the biggest mistake for a business and its employees. This could cause the customers to lose interest in the company or feel dissatisfied.
Customer service is a vision that starts with employees’ obligation to provide top service to the customer. This vision needs to be understood by everyone in the company. Every individual within the company must accept the responsibility to provide quality service and to know how important this service is to the customer.
This service includes everything from the attitudes of the employees to how accessible the business is to the customer. If everyone does not realize this vision it could be very costly to the business and cause the organization to lose credibility, which in turn will keep it from attracting any new customers.
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___________________________________________________________If you need a custom written dissertation, dissertation proposal or any chapter of your dissertation on any topics, EffectivePapers.com dissertation writing service will write your dissertation paper from scratch. We work with experienced PhD. and Master's freelance writers to help you with writing dissertations and thesis papers! High quality and 100% non-plagiarized dissertations guaranteed!
