Xpresso Lube Case

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.

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SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.

Customer service plays a vital role in the running of this organisation. As they have many competitors they try extremely hard to stand out above the rest with their customer service approach. They use the slogan ‘Every little helps’ to

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

quality products and services is also what makes customers want to come back to an organization.

Our clients invest significant time and money in our company. Our service to clients determines how fast we grow, the number of employees we can employ, and our profit. To retain and grow our clients, we must ensure we deliver the best possible service quality and value.

Employees must first align their perceptions of service quality to what the customer’s perceptions are (Becker & Wellins 1990). Understanding what drives the customer establishment relationship is important to turning one time customers into loyal

The purpose of this report is to analyse the customer service system employed at West Dealership of Melbourne Car World. It should be noted that performance management has not been carried out so far this financial year which has no doubt prompted, at least in part, this investigation and the following report. The first quarter data of the 2012 financial and all data available pertaining to customer service operations will be considered.

Lube oil maintains its ability to cool and lubricate. Yet, its lubricating quality tends to deteriorate over time due to contaminants such as dirt, sludge, metals, and water to name just a few. Many methods exist to remove these contaminants. These methods include; strainers, filtration, settling tanks, and centrifugal type purifiers. In the centrifugal purification process, there are two common methods used. One method is the batch purification process where all of the oil is removed from a storage tank (sump, settler, etc.) by the purifier and is delivered cleaned to another reservoir. This method is typically done on machinery that is not operating. The other method is the continuous process where the centrifuge takes a portion of the oil from a tank, cleans it, and recycles it back to the same tank. This method can be used on operating equipment but is not as fast or efficient as the batch process. Centrifuges can also be used as Separators or Clarifiers. Separators use a dam ring or discharge ring and remove water as well as solids from the oil being purified. The water is discharged from the purifier. A clarifier is used when the main contaminant is sediments, and water does not need to be removed from a system. Any small amounts of water that does enter the centrifuge will remain in the bowl until it is cleaned.

* To have the confidence of the information that should be given to customers, advice them and offer a better customer service.

Improving customer service, offering them the best selection, quality, and value (Company History, n.d.) is at the core of the business. The company is committed to the customer’s experience and tailors the business “through the eyes of our customers” as “listening to the customer has never been more important” (Annual Reports, 2014). Additionally, the company offers a variety of brands and services to serve

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

with the service seems to be insufficient for customers to remain loyal. Creating customer loyalty is

At IOCL, customers always get the first priority. New initiatives are launched round-the-year for the convenience of the various customer segments. Exclusive XTRACARE petrol & diesel stations unveiled in select urban and semi-urban markets offer a range of value-added services to enhance customer delight and loyalty. Large format Swagat brand outlets cater to highway motorists, with multiple facilities such as food courts, first aid, rest rooms and dormitories, spare