Case Study: Process Quality, Measurement & Review
Initially, Company A was not able to reach their minimum service level goal of 85%. However, through a series of reviews, feedback and process measurement, Company A was able to increase customer satisfaction by 18%. Since no product or service can address all needs of a consumer, there are many factors to consider when servicing a large customer base. You must develop a strategy to address your diverse customer base, because no two customers are the same. This paper will discuss how Company A improved the level of service, by reforming their approach to customer service.
By analyzing data received from prior calls, Company A was able to classify three types of customers: disgruntled,
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Listening Skills: a case study
When I started with Infosys, I was on the Apple Engagement. The job was presented to me as mainly being tech support, which aligned well with my prior work, since I excelled at providing efficient technical support. However the reality was different. Often callers would seem more concerned with venting rather than with actually buckling down and tackling their issue. This conflicted with my straightforward ‘let’s fix the issue’ attitude. The result was poor customer satisfaction.
Through training from my employer, I learned about several topics that seemed like they would help. Chief among them were Listening Skills, and parts of the P.A.I.R. process. The first of the P.A.I.R. steps, ‘Probe’, came with the advice that “…the customer is most likely upset. Care should be taken to remain patient and polite. Being courteous and professional will make the customer more at ease and result in a better, smoother process.” And also that “the customer probably is not at your level of technical expertise, and might not use proper terminology. Always remember to speak to them at their level.”
Listening skills added the fact that listening is not just hearing- listening means being aware of both verbal and non-verbal messages like tone of voice or word choice. I learned that listening starts by being in the right frame of mind. Try to remove distractions and focus on the person
The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.
In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).
Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.
Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.
Listening to complaints and explaining the options in a clear and concise way when dealing with customer enquiries.
When communicating, speaking is only half of the job, you must also be an amazing listener. There are 10 key listening skills that will always help you become the best listener you can.
9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.
Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To
This essay is to articulate an understanding in techniques and tools towards the enhancement substantial quality and excellent customer service within organizations. Also identifying technical, management and organization, tests improving business programs.
Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.
Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in
Listening is more than just hearing. The process of listening involves receiving and constructing meaning, and responding to verbal and/or nonverbal messages. In other words, listening is not always easy and being a good listener is all about developing listening skills. To receive messages appropriately we have to listen actively. Active listening can be broken down into three important skills; first of all you have to reflect the feelings that the person is communicating, secondly reflect the content that they are communicating and finally ask good, meaningful questions.
Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these