Nt1330 Unit 4

The Purpose: Today’s society focuses on customers’ satisfaction, most business ask the consumer to take surveys to learn more about their experience. It is highly important to make sure our customers leave happy and satisfied with our service, and if they feel any different we need to get

Performance targets to staff: customer service skills need to be 20 %, customer complaint rates should be no more than 2%, and product knowledge test needs to be 50%.

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

Customer service strategies and plans, Customer service standards and charter and Customer service KRAs and KPIs.

Performance targets to staff: reduce the customer complaints by 80% by the end of the financial year, improve customer satisfaction rate by 30% by the end of the financial year, attend at least 3 staff professional development sessions or staff trainings on an annual basis, improve their product knowledge by 100% and

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

In a 2016 Marketing Week survey, 83% of marketers said they “believe customer experience is now more central to their role than it was five years ago.” Translation: Customers want to enjoy more than just products and services.

The sampling methodology used for this project utilized face-to-face interviewing of the individuals involved first-hand in the increase or decrease of customer service satisfaction. This method was very

According to businessdictionary.com, the definition of customer centric is creating a positive consumer experience at the point of sale and post-sale. A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience. In this digital era of marketing, what does that really mean? Today, consumers have more power than ever right at their fingertips. Consumers expect to be marketed to in the way that they want to be marketed to. The Internet and Social Media create a push for consumers to share individual “highlight reels” documenting daily activities. We are constantly searching for the NEXT BIG THING, viral sensation, or claim to immediate fame. Instant gratification will come and go in the less than two-tenths of a second frame of time that we give to form a first opinion. What that said, how do typical customer service “best practices” fit into the customer-centric marketing tactics that we as consumers demand and how are businesses starting to re-think their strategies?

For this report I will be looking into conduction a critique piece examining the ideas, theories and techniques specifically looking into the purpose application and limitation or the service concept, Servqual model and understanding customer types.

Performance targets to staff: customer service skills need to be 6.2%, customer complaint rates should be no more than 3.2%, product knowledge test needs to be 10.2%.

Every Business has a goal to be successful. Success is needed for a business to flour grow and one of the ways to obtain triumph in business is customer service. There are changing grades of customer service from very poor to the excellent and while many people can provide some level of customer service not everyone recognizes how to effectually provide this dynamic part of the thriving business riddle. Gaining loyal customers, and giving educational platform to inform their employees on how to give and receive great customer service as well as being able to deal with conflict resolution correctly. What is customer service? Defined by Investopedia "Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.”

Nowadays, the customer is the most fundamental drivers of enterprise achieve its strategic business objectives. Customer level indicator mainly reflects the interests of customers, to explore customer value, to provide customers exceed their expectations ' products and services. BSC requires managers to declare themselves as customer service into concrete evaluation indicators, the indicators should be able to truly reflect the factors related to the customers. To evaluate customer performance indicators mainly include: market share, customer retention, customer get rates, customer satisfaction, customer profitability (Kaplan, and Norton, 1998).

Companies are required to satisfy the customer by providing appropriate services and value-added for customers. A strong commitment to quality service and customer-oriented is a major prerequisite in supporting business success.

Customer experience can be achieved in two ways. First, the participation of the customers and, second the ability of a company to connect with the customers. Besides that, the article gives different ways within which businesses could design their customers’ experiences. First, by harmonizing their impressions with positive cues while, at the same time, eliminating negative cues the consumers. The author concludes by indicating that a customer experience is a direct