Discuss the Four Dimensions of Customer Service in a Company.

8. Based on how the textbook defines the four dimensions of Customer Service, name two companies that you are familiar with that, in your opinion, are leaders in customer service excellence. (This is your opinion; do not use the Nordstrom’s example from the text). Honestly I can say the Ferguson Enterprise is the MOST customer oriented company I have ever worked for or known of. Soma Intimates is definitely second due to how much research they use to learn what their customers want.

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

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

‘Dependability means doing things in time for customers to receive their goods or services exactly when they are needed, or at least when they were promised’ (Slack et al, 2013). In other words it is: being reliable.

Dependability refer to as ‘customers receive their products or services on time’ or ‘being on time’.

9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

Logistics and supply chain management is an important aspect of a firm’s strategy for the business to achieve success by creating value throughout the logistics and supply chain. The research paper will outline the concepts that are involved in creating the logistics and supply management framework. The logistics and supply chain management strategies will drive success for the company towards fulfilling and supporting customer needs, procurement and manufacturing operations of the firm.

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.

In recent years, logistics has been identified as having the potential to become the next governing element of corporate strategy to create value for customers, generate cost savings, enforce discipline in marketing efforts and extend the flexibility of production and information technology helps to improve the logistics management.

In what ways specifically did each of the five-service quality dimensions contribute to your perceptions of poor service? Be as specific with your examples as you can.

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

This case study will focus on the importance of service quality for business owners to consider, and how it can directly affect customer satisfaction. Using relevant theory and frameworks this case study will critically analyse the current situation of the customer service of the restaurant chain Pizza Express, and based on the research and evaluations reached, make recommendations as to how best overcome these issues. Pizza express is a restaurant group with over 400 restaurants across the United Kingdom (UK) and 40 others across Europe, Middle East and East Asia. The chain was founded in 1967 by Peter Boizot and was recently sold in 2014 for £900million to China based equity firm Hony Capital. The restaurant chain has been chosen after a

During 1980s, most global firms focused on quality management in product design and internal process improvement in order to achieve competitive advantage. Today, the spotlight shines on transferring value to customers instead (Mentzer & Williams 2001). Therefore, logistics has turned to be the primary marketing instrument for increasing and sustaining competitive excellence. While comparing to the past, logistics was only taken as a function regarding the higher productivity objective (Hutt & Speh 2011).

Dependability means do things on time. Dependability means well management and coordination with each operation ensuring other process. are reliable, such as delivering right material or information on time, correct foreseeing and planning the facilities, reorder and workforce. It leads to more effective operation. It effectively arranging the facilities, information, material, workforce, money and time to ensure all of them can be available at any time, saves the time to wait or to look for the other substitutes. Dependability arrangement reduces the chance of repeating input resources or some resources leaving unused increasing the cost of maintain or store fee, or labor cost.

Indeed use of third-party logistics (3PL) firms in transportation helps firms to meet complexities of global trade, worldwide increased competition, as well as the constant downward pressure in terms of prices and margins. This is in a bid to build up better logistic systems that can fulfill their needs for better services at a lower cost. Among the reasons as to why companies use 3PL firms is to outsource non-strategic activities which enables organizations to concentrate on the major competencies as well as to exploit external logistics expertise, (Ivan Su Hertz, Susanne, 2009). These third party firms have the capability of developing unique assets, acquiring the necessary resources and achieving superior logistics performance using 3PL relations. Companies therefore find it efficient and effective method of achieving the needed service with no engaging so much in investing new capabilities and in assets upon entering into a relationship with 3PL firms.