Improving Organizational Retention Paper

The company is geographically located in most major united states locations. It employs a hierarchal organizational design. One of the contributing factors to its success is the company’s success in providing a dining experience for its customers that excel in choices, price, customer service, and serving size. The company is known world-wide for its delicious cheesecakes with the key factor being the variety.

I would like to let all of my employees know that the ultimate goal of our business is customer satisfaction. The negative feedback in today’s world is more serious because of the social media where huge number of people could read the reviews. Back then, it got spread by word of mouth which didn’t have as huge impact as it can be today. The customer rating for Cancun Mexican Grill is three on Yelp.com. The poor customer service could lead customers to become dissatisfied with our restaurant. They may share their experience to others by writing reviews in a social media site or in person. If we provide great customer service, that will encourage them to write good reviews about our restaurant.

Maintaining the status quo isn’t leadership, its management, and it’s very risky business in a changing environment. (Bennis, 2009, p. 42) Organizations risk their competitive edge when they remain the same, are unwilling to adapt, or become resistant to change. Leaders are change agents and must be willing to set the example when it comes to change initiatives. Leaders must be willing to change what they do. Leaders need to set the example for their constituents when it comes to learning and developing new leadership competencies. (Kouzes & Posner, 2012)

The Customer Service Experience plays a key role in communicating the culture of your business and services. Customer service is communicated to customers through employee’s appearance, their interaction, knowledge, skill, and attitude. Managers, supervisors, and/or team leader are to provide the information, skills, and support to provide quality service to customers, “In other words, for customer service to be successful it must be managed successfully” (Martin, 2011, pg. 1). Customers want is value for the money along with effective, efficient service. This paper will discuss the

The information in the first part of this report supports the notion that effective business enhances the customer experience for an organisation. It indicates some key skills that must be implemented to ensure the customer experience is of a high standard. Customer experience can be defined as the interaction between customer and organisation and perceptions gained through their experiences. A successful company should strive to provide high customer experience and ensure this standard is maintained through the life of the customer relationship.

“According to the current wisdom, managers are principally administrators; they write business plans, set budgets and monitor progress. Leaders on the other hand, get organizations and people to change. Management is a function that must be exercised in any business; leadership is a relationship between leader and employees that can energize an organization” (Maccoby, 2000, p. 1). While leaders set the vision for employees, mangers direct the vision; sometimes there is an overlap of roles. Employees follow leaders either because the leader is successfully and productive or out of fear. The leaders at Woody’s are dangerous to the employees and the organization, they evoke unprofessional and unsafe behavior such as grinding up good veneer by the floor workers. A change in leadership style could improve the behavior and networking with the floor workers.

For a business to prosper, the staff must ensure the customers are treated with respect. Any business solely depends on the availability of its customers or clients. If the clients are not contented with the type of service they receive from a specified firm, they will move to other places where they will be satisfied. As such, it is important, as a manager of any business, to ensure customers are treated with respect and are in turn happy. To make sure that this happens, the staff need to know how to engage properly with a client and ensure the customer is satisfied with the type of service they get.

Customer service is the process of interacting with the customers and the companies to understand the customers’ demands and queries. The customer service is there for each top restaurant who wants to provide a better dining experience to their customers and to get feedbacks from them (Huemer and Setzer, 2011). The customer service helps the company or the restaurants to understand the needs and demands of its customers. By doing that, the company can retain their customers who become loyal to the restaurant after certain period of being served and thus, the restaurant wins the heart of its customers. The main objective in carrying out this research is to determine the importance of customer service process in the acquisition of customer loyalty and their retention to the restaurants in UK by taking the special reference of top two restaurants where one is Berners Tavern and another is New London Café.

There is a market opportunity for the improvement of customer service that will satisfy the customer resulting in revenue improvement. First employees must be trained learning skills in customer service having commitment and confidence in handling customers professionally. Customers will feel that they were treated as an individual and taken care of. It is through the direct experience of customer service with the employee and the customer, showing how important they are and what the company can deliver. Satisfying the needs by delivering what is valuable to the customers will drive them to purchase more products and services, achieving customer loyalty. Good customer service and care is the most essential method for improving customer loyalty. Building loyalty with 5% more customers would lead to an increased average profit per customer of between 25% and 100% (Carter 2014).

Because of economic improvements, a long-term and commonly advantageous relationship between the customer and the hotel is becoming progressively more important. Companies with satisfied -consumers benefit from higher margins and consequently greater profits–than do businesses that fail to maintain and satisfy their consumers This fact has conducted hotels to invest in new ways to improve service quality and the perceived value that hopefully will lead to better customer satisfaction and loyalty, and thus establish a better relationship quality with each customer.

Customers play a key role in the functioning of any business. For a business to function smoothly they should ensure the satisfaction of their customers. Many

Hospitality industry has shown an important increasing in its growth and diversification in recent years. it is also a service industry which has direct communication with customers. “The rationale of marketing is to know and understand the customer so well that the product or service fits him and sells itself. For successful operation of the firm a customer takes the centre stage in the management policy”(as quoted by Kotler and Armstrong, 2009). As an indispensable part of a hotel, customer satisfaction has become one of the most popular field which is researched by the hotel

In such service industries as Telecoms, IT, Banking and Insurance, Hospitality etc, customer service is the rule and personnel that can deliver on this value are king.

The matter of which a business’s implements customer service has much more effect on the bottom-line that one may think. According to Johnson (2015) a Harvard Business Review study recently quantified the value of the customer experience, demonstrating that delivering excellent support generates high returns. With that being said staff need to be adequately trained on quickly resolving customer problems that may arise. Staff also needs to be made aware of exactly how customer service affects overall profitability for the company. The study came to conclude the top five affects in relation to customer service and the bottom-line. First the study shows that satisfied customers are much more likely to spend more money. Johnson (2015) states the Harvard Business Review study shows that customers who said their experience met or exceeded their expectations spent approximately 140% more than customer who reported a negative experience. Second customers who are dissatisfied actually end up costing the company money by returning products, and exhausting their time with supporting company staff. Third a happy customer tends to be a repeat customer for years to come, leading to an increase in revenue for the company. According to Johnson (2015) the Harvard study shows that members who report high levels of satisfaction have a 74% chance of still being a customer a year later while only 43% who rate

It is possible to attaining long-term success in the banking sector by providing excellent customer service. It is an effective strategy for taking full advantage from the engagement between customers with organizations and also offering a competitive edge to survive in this