Customer Service Case Study

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.

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.

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

The impact of service quality is a direct driver of customer satisfaction; a goal that all organisations strive for. Scholars and academics have confirmed that superior service provision will result in customer satisfaction, thus positively affecting future behavioural intentions (Qin, Prybutok. 2008). This train of thought exhibits the overarching importance of employees in organisations.

By not listening to customers and understanding what they need from a product or service will not allow the organisation to maintain its effectiveness in the market place, producing poor quality products or service and effecting overall profitability for the organisation.

On Saturday 12/12/2015 at 2155 hours, Security Officer Omar Alonso was dispatched to room # 37 for a signal (34) Customer Service Assist. ON arrival he immediately realized that the call was for a Disorderly Patient in ED (51D) and called dispatch for additional officers to respond. While waiting for back up the patient, Armando Montalvo (DOB: 08/15/1986; FIN# 84957381) who was intoxicated, tried to exit the room to leave the unit. Officer Alonso had to use MOAB hands on techniques to restrain the patient and get him back on his stretcher by the time additional Security Officers arrived and assisted in keeping the patient inside the room by using verbal communication.

Customer service is an extremely important aspect of any job when interacting with clients and customers. This second scenario is a situation that arose in a law office setting, how the assistant handled the situation, and what the proper procedure should have been.

The gaps model is one framework that can help the service organisation maintain service quality (Zeithaml & Bitner 1996, cited McColl-Kennedy & Kiel 2000). The core concept of this model is the fifth ‘customer gap’. The key to success in the management of service quality is to eliminate the customer gap. In order to do this the organisation must firstly eliminate four prior organisational gaps; (1) not knowing what customers expect (2) Not selecting the right service designs and standards (3) Not delivering to service standards (4) not matching service to promises made. McColl-Kennedy & Kiel (2000) propose that if gaps one to four can be kept closed, then the fifth gap, which is the customer gap, can be bridged.

They understand that service quality is a critical success factor for their company to stay on top of their competitors. If service quality is given the attention needed guest satisfaction will improve. If, service quality and continuous quality improvement is no acknowledge studies show that customers feel unappreciated and usually result in unsatisfactory service. Usually, this negative experience goes viral in seconds. Therefore, LongHorn understands the importance of service quality and CQI. The company understands that mistakes happen and training is needed to refresh service quality into its employees.

Successful companies who are focusing on customers’ loyalty. To identify customers’ satisfaction, there should be surveyed to analyze the strengths and weaknesses in performance, and develop scenarios for development and renewal. Customers satisfaction measurement focus usually on "how" services because product quantity easily measured and analyzed and is evidence of achievement and success of the organization. Therefore, senior executives are keen to highlight the quantitative achievements. But under the concept of Total Quality Management Principles (TQM), it has become more focused on quality rather than quantity of service. Thus, to measure customer satisfaction, there is two aspects, which they are quality and quantity and that what

Teaira is a professional candidate that has experience working in a high volume call center.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Societal and financial matters are not directly held and taken care of by the presidency, they are in fact handled by the congress which is the main politic and governmental institution of a country. Current governments more precisely congress try to improve the functioning of their society and economy by proposing and passing laws that might or might not apply to all. This essay will emphasize on a passed by the congresswoman Martha Roby focusing on the functioning of companies specifically employees that may get paid for overtime work.

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

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