Customer Service Level 2 Essay

"The Customer Comes Second" is an account of the management and leadership style of Hal Rosenbluth, the Chief Executive Officer (CEO) of Rosenbluth International, a global travel management firm that was founded in 1892 by Marcus Rosenbluth, Hal’s great-grandfather. The premise of Hal Rosenbluth’s management style is just as the title of the book suggests; concentrate on your employees first and your customers second. I found the management practices outlined by Mr. Rosenbluth to be innovative and applicable to all types of business, not just the travel industry. I was also very intrigued by some of the creative employment practices used by Rosenbluth International as well as their fight to stay alive in the travel

product/ service bundles to meet customer needs. How can they do this and how can

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2. Identify a range of sources where a person can find information and advice on the customer service industry, occupations and career progression.

Question 6 (KSAO 8)You are asked to send a memo to corporate in response to customer service complaints to your particular store? You

In order to understand the make-up of the Customer Service Department and how the employees interact with one another, please see Sociogram below:

2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline how customer service is carried out in these types of organisation and highlight the differences in customer service across these organisations.

When you have all the details about the complaint, ask the customer how they would like it to be resolved.

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

there is an even better answer to that; every day is different! You’ll make customers feel at ease, in a

When you have all the details about the complaint, ask the customer how they would like it to be resolved

Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between customer satisfaction and customer loyalty and how to companies and or business achieve this? Also when you have difficult customers how do you achieve customer satisfaction?

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”.

Greeting customers is the first step to give good customer service, but it certainly isn't the last. I work in a retail store and almost all of the other associates are also seventeen year old girls. We all get along and are friends outside of work. This makes the work

Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.