Customer Service Services And The Service Sector

2162 Words Jan 26th, 2015 9 Pages
Since+ the global economy embraced customer service, issues regarding levels of customer service have become more prominent in service organisations. Even now there are organisational managers with no training or knowledge of how organisations in the service sector require a high level of customer service. This is ignorance of the fact good customer service can create a competitive advantage; increase profit; efficiency; and increase staff and customer retention and satisfaction. Based on comprehensive reading and research, this essay looks at examples of three service organisations and shows how many of the difficulties faced by the service sector are caused by a lack of awareness of, and training in the importance of excellent customer service.
Gilmore (2003) describes a service organisation as one where the perceived value of the offering to the buyer is determined more by the service rendered than the product offered. Gilmore goes on to say customer service used within the service organisation is an act, process or performance. The service can be intangible, such as legal services, health care and cleaning services. Or it can be an element of a tangible product, like restaurants and retail outlets. The customer service used in service organisations are a series of customer experiences designed individually by the organisation to create customer satisfaction and retention.
It is important to be customer focused in the way service experiences are delivered because…
Open Document