Business

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2014 An assignment on Customer service Contents Introduction 3 1.1 Discussion on the reasons for using customer service policy 3 1.2 The purposes of evaluating a customer service policy, indicating how this can assist future staff training and development 4 2.2 Evaluation of different communication methods and how these used to best effect 5 2.2 Analysis on customer perception is influenced by customer service provision 5 3.1 Sources of information on customer requirements and satisfaction levels 6 3.2 Carry out research on customer requirement and satisfaction levels for a selected business, suggesting potential improvements 7 4.1 Delivering customer service in a business 8 4.2 Review own performance in the delivery of…show more content…
There are some logical reasons for developing enterprise service quality index in Enterprise rent a car company. The first thing is that the company can easily gather information about the customer satisfaction through this survey conducted on them. The company identifies its loyal customers and the potential customers those are going to be loyal in future. ESQi method works with the two important term the quality and the service. The company contacts with its customer to receive their live response over telephone and if they find any customer who is not satisfied, they note the reasons what was the problem and thus they develop the problems and influences them to come back again in Enterprise rent a car company. Another reason behind the development of ESQi is that it influences the employees t o provide the best service to their customers. The company publishes the ESQi score quarterly in the organization so that everyone can see the score and particularly his position in the rank. The company determines the list of the employees who are going to get promotion in next time with the help of this score. As the members of the company are aware of this fact they won’t to stay behind in this score and that’s why they perform their best regarding the rental activities of the company. 1.2 The purposes of evaluating a customer service policy, indicating how this can assist future staff training and development Friedman & Miles (2006)
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