3.1 Explain The Features Of Different Customer Service Standards

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Consumers do, in fact, care about experience. In fact, in many ways the rise of quick-service formats and automated service has actually fuelled a greater desire for good old-fashioned customer service, particularly in face-to-face form.

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

These customers value both low cost and excellent customer service. Providing both generates both branch loyalty and advertisement through word of mouth.

Consumers are always satisfied with good customer service. When it comes to retail store customer service and satisfaction it is important because department stores are large in size and finding help can be difficult. Colloquy, a company concerned with building customer value, released a survey and asked 3,000 consumers across five geographical areas to rate their personal experiences with retailers. Macy’s was ranked number one in the department store category, with the most loyal customers. To keep up with technology advances Macy’s has invested time and money into developing a more efficient online shopping site, Macys.com and Macysweddingchannel. This investment cost nearly $300 million in 2006-2008 is being used to scale-up these fast-growing businesses through improvements in delivery efficiency, online site functionality and customer service. To enhance the shopping experience at Macy’s 100 stores in 2007 experienced remodeling and began introducing the most advanced POS registers and systems to the sales floors nationwide. Macy’s passion is product and people. There continuing pursuit is to have unique fashionable merchandise ready for customer satisfaction. Macy’s promise is to always carry the best brands and the most-wanted items. They also believe in hiring the right employees. With the right employees, there will be a sense of motivation and helpfulness. The American Customer Satisfaction Index covers 200 companies’ products and

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

Nowadays, services dominate economy and generate most new jobs. This service encounter report aims to compare and contrast my own real-world service experiences using services marketing theories. Firstly, it will compare my two satisfactory encounters journals in East Coast Car Rentals and Ambient Hotel Colina to get the most satisfactory one. Secondly, two dissatisfactory encounters in Ray White Alderley and Myer will be compared to gain the least satisfactory one. Finally, I will give 3 recommendations for the least satisfactory encounter. Theories of level of tangibility, heterogeneity, inseparability, and perishability; level of customer service;

Within these stores, there are many different departments and groups of job roles including sales floor customer assistants, store operations, section managers and store managers (Careers.marksandspencer.com, 2016). Marks and Spencer are devoted to providing great value and services to their shareholders and customers within their business, which suggests customer service is a key part within their organisation (Corporate.marksandspencer.com, 2016). The strategic direction of Marks and Spencer is to prioritise profitability as well as growing the business, alongside improving performance in all areas of the organisation (Corporate.marksandspencer.com, 2014). This essay will focus on sales floor customer assistant departments within Marks and Spencer.

* With the help of CRM along with recognition of the customer providing personal services was also possible. This helps in tailoring the experience according to customer needs and creating a long term relationship. For eg. Rooms can be pre-assigned and prepared according to customer preferences.

Developing and putting in place clear customer service standards are very important as these are the basic standards your staff will learn from. If the standards are not put in place and followed from the beginning it will not work long term. This is important as it ensures that the customer receives the same customer service standard every time and it also eliminates room for error.

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

The best service I encountered over the period of recording my service journals was at Back in Motion Physiotherapy in the Centre City Mall. The processes that Back in Motion have in place make the service. The service environment and customer service was excellent. I am still going to Back in Motion and their service hasn’t slipped at all. The environment was excellent because the business is private with frosted glass around the outside so no one can see in and the treatment rooms are also private. The waiting room was nice and warm and they had magazines, the daily newspaper and they also had a TV that always has who wants to be a millionaire on. On my first visit (the one used for the service encounter journal) the receptionist gave me an ACC form to fill out and told me what parts to leave and what I was required to fill out. They were running on time and the physio shook my hand and introduced himself. He asked me my whole history and listened to my story first before he tried to diagnose the problem and suggest a treatment plan. It was also easy to make conversation as he is our football club’s physio and we train on the same nights so we talked about football. I found the appointment reminder system great to, they text you the day before your appointment to remind you what time it is at. Back in Motion also markets to Polytech students through the student wall planner and student diaries, they also offer a student discount and also a

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.