Essay on Half.Com Customer Service

"The Customer Comes Second" is an account of the management and leadership style of Hal Rosenbluth, the Chief Executive Officer (CEO) of Rosenbluth International, a global travel management firm that was founded in 1892 by Marcus Rosenbluth, Hal’s great-grandfather. The premise of Hal Rosenbluth’s management style is just as the title of the book suggests; concentrate on your employees first and your customers second. I found the management practices outlined by Mr. Rosenbluth to be innovative and applicable to all types of business, not just the travel industry. I was also very intrigued by some of the creative employment practices used by Rosenbluth International as well as their fight to stay alive in the travel

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You can de-escalate a tense situation with ease and grace—working through a tough issue or bug with an upset customer not only doesn’t scare you, it’s a challenge you’re eager to take

Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.

Question 5How did you go above and beyond the call of duty when dealing with a customer?

Two different customer service models that most retail and online retail organisations use are the cheap prices and convenience model and the personalized in-depth model. The cheap price model is controlled by management and ensures policies and procedures are in place that can be easily measured and constantly measured. This is the one that we at Flanagan’s use more than the other model. However, the other models the personalized and in depth model is used predominately by our other section of the organisation. This is the hotel and leisure and building maintenance side of the business. This is face to face and allows our agents/advisors to be more personal with them. Good use of

The same customer service skills that are needed when dealing with customers face to face are needed when dealing with customers on the telephone (Lucas, 2015). Arthur W. Page, the first vice

In his essay, William F. Buckley Jr. is questioning why people do not complain. From my perspective, after working three years in customer service, people are complaining to much. They complain for not be acknowledge by a salesperson who was just answering a phone call, they complain that the music is too loud, the lines too long, the food too hot, the shopping bags too simple... The shoes are supposed to last a lifetime, and so should do the batteries of the watches. The fabrics need not to shrink/enlarge but the only variable that is changing is actually the customer's weight! People are finding unreasonable motives just to make someone else's life as miserable as their own.

Brown, Carol A., Christina L. Grippi, and John W. Mullins. Pamela Spencer: Is the Customer Always Right? The McGraw-Hill Companies, Inc., 2012. Print.

Listening to complaints and explaining the options in a clear and concise way when dealing with customer enquiries.

Customer Service: Michael actively listens and ask relevant questions to ensure understanding of the assigned task without interrupting other 's when speaking. He strives to ensure that all request are satisfactorily completed in a timely manner.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

During research on this final project, the author found an example of Wal-Mart's communication in backing customer service. A Wal-Mart customer returned a completely thawed turkey including all the fixings for a dinner because her relatives could not make it due to car trouble (Now That's Customer Support, 2006). Wal-Mart returned the customer's money which was $19 plus some change and the customer returned the complete turkey dinner which included two boxes of stuffing, some cranberries, stuff to make pumpkin pies, green beans and a package of rolls (Now That's Customer Support, 2006).

Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should be designed and delivered seamlessly from the customer's point of view. Customer-driven operations lead to success. Decentralized, uncoordinated customer service provision makes for a most frustrating experience for customers.