Customer Service Vs. Technology

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Datatronics is a worldwide, high-performance supplier of integrated resource planning solutions to many global companies. Datatronics products include products used for telecommunications, industrial controls, medical, power supply, automotive, and computer supplies. This case study assignment explores key issues and role of customer service, with respect to the US branch of the company located in Romoland, CA. It includes a comparison of customer service and customer satisfaction. Joel McGivern is the Chief Information Officer, while Matt Rubenzahl is the head of customer service center, North America. Matt is required to evaluate the status of customer service at Datatronics and provide recommendations to the Joel, the

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

Many service providers are continually assessing their ability to create customer loyalty, as Berry (1995) explores the direct relationship between loyalty and profitability through cost reduction and increased revenue per customer. It is the belief of many that customer satisfaction

The observation companies in this paper would be Verizon Wireless and Time Warner Cable. Both of the companies are in the similar industry, both of them are telecommunication providers. I am currently a customer of Verizon Wireless and Time Warner Cable for four and three years respectively. The customer service is a critical part of any business operation that involves customer as they need to keep customer’s satisfaction to ensure that they are able to make revenue. The observation of customer service in this paper is based on the experience with dealing both of the company’s customer service over the phone, and over the social media. The customer service through the social media is popular in the past few years. The paper will discuss

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

Good customer service has become something that is hard to find in today’s digital world. People are often being replaced by computers, recorded messages, and machines of all sorts that will do the job of the person who used to do it. The problem with this, as I’ve pointed out, is that you cannot bond and interact with a computer device. You will never get to know the computer, feel cared about by the computer, and you won’t ever feel compelled to tell others to go see the computer at a particular place because it will treat you right.

In the next phase of their research, Berry et al. (1985) found a high degree of correlation between, on the one hand, communication, competence, courtesy, credibility and security, and, on the other, between access and understanding; and so they created the two broad dimensions of assurance and empathy, that is, five consolidated dimensions. They then used the five dimensions – tangibles, reliability, responsiveness, assurance and empathy – as the basis for their service quality measurement instrument, SERVQUAL (Parasuraman et al., 1988; Zeithaml et al., 1990). They reported further that, regardless of the service being studied, reliability was the most important dimension, followed by responsiveness, assurance and empathy. The intangibles were of least concern to service customers. These dimensions have been the subject of some criticism, though they have formed the basis for a considerable amount of research and application in the field of service management. Finn and Lamb (1991), for example, in a study of retailing, concluded that their results did not support Berry et al.’s (1985) belief that the instrument could be used to assess quality in a wide range of service firms. They found that the model’s five dimensions were insufficient to cover quality in a retailing setting. They questioned particularly

The video provided in this assignment eludes that businesses improve customer service, by handling customer service through call centers that are in house. The goal for any customer service representative is to be able to say yes to the customer on the other

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

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 customer interaction can also be between the customer and technology. The customer may be required to interact with technology in a technology based service encounter to experience the service on offer. In such a service encounter the customer is in control and might be willing to participate but not possessing the necessary skills, knowledge and abilities to operate the machinery for example for a customer to purchase goods online or book a hotel reservations using the company’s website requires the customer to be computer literate hence when not and fails to place an order the service on offer would be deemed by the specific customers as of poor quality. Lovelock and Gummesson (2004) suggest that the service offer and encounter are less variable when machine-intensive technologies are utilised in service encounters since variability of the service encounter posses a great threat to the quality of service on offer. In a case where the customer successfully interacts with the technology in the service

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.