Customer Service Policy For Business Essay

Customer service involves a consideration of what is needed to treat the customers in a desirable

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.

Section 1 – Understand the factors that affect an organisation and the customer service role

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

Cultural Habit #1: Delivering a great customer experience is a way of doing business – it is not just a program.

8) Describe why their organisation must limit the customer service it gives to balance customer satisfaction with organisational goals.

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.

Quality customer service is indispensable for any company in the transportation industry; proving to be a leading factor, along with price and product, as to why customers will stay or stray (Wadhams, 2014). A few strategies used by leading industries to obtain higher satisfaction service levels include: practicing anticipatory services, adapting to changes within the industry in a timely manner, invite interaction, exercise discretion, stress safety, develop relationships on a name basis, and show transparency. With consistency, each of these procedures can lead to an outstanding customer service base and provide the framework for a strong, committed, and long-lasting organization displaying customer appreciation and rewarded with customer loyalty (10 Customer Service Tips from the Transportation Industry,

Customer service is definitely important in automaker market, because customer who drives broken car, it is possible to occur a serious car accident. I believe that most of customers do not have car knowledge and need a high quality after service.

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.

I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job. It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having

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

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

To understand the customer gap like, what the customers expect from the company on various parameters.

Also, as it takes time to service the car and doing without the car may inconvenience the customer, they may have a negative perception before the process starts. There is need to be aware of the difference between the car service and the customer service. The service may be good but the customer service can be bad at the same time.