Introduction of Customer Service

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.

the long run. The customers are also an important stakeholder as they hold a high expectation on

These customers value both low cost and excellent customer service. Providing both generates both branch loyalty and advertisement through word of mouth.

Costco started as a small company in Washington State in the 70’s named Price Club. The founders Sol and Robert Price sought out to create a new and revolutionary way to shop, and the result we now know today as Costco Wholesale. Costco is now a top five company in America. They are focused on serving their members, shareholders, employees and the community. Costco holds truth to their mission statement which consists of “providing the best products at the lowest possible prices”. Over the years Costco has added a Pharmacy, food court, tire center, optical, hearing aid center, gas station, and one hour photo. They also work in cooperation with car dealerships, travel agents, and various other trades and organizations for the benefit of their members.

Attracts customers with other preferences and may compete broadly in the industry by branching out in new locations

Hire and train more staff, retrain the old staff, provide regulatory and policy guideline and security of job. Restore working conditions including overtime and health insurance.

Ensure staff are consulted and encouraged to contribute ideas on improvements to the delivery of their own professional area. Promote an open and honest working environment. Encourage communication between specialists and practitioners within the company to examine results, issues and identify solutions.

The staff, in other words “the people”, are the most important part of any business. Leadership needs to ensure they clearly communicate their Business Strategy, Behavioral Vision, and ensure their skills alien with the work that needed to be accomplish to successfully meet the overall business goals. Aligning “the people” within the business strategy is very important, but also very hard to do. According to

We will always deal with a variety of different personalities and behaviours here. I speak to most customers on the phone and they could be calling for any number of reasons for example, an issue has risen with one of the windows we installed, or perhaps they are looking for a quotation. I have to be able to deal with a variety of

Sometimes employees have turn to focus on personality rather than the actual problem. So recommending a regular staff meeting that addresses issues within the work place. Not only the managers and supervisors should be instructing but junior staff given the privileges to explores and vent out their concerns, and the meeting environment should be cordial, respectful and peacefully. I will also want to recommend that the management should keep in touch with all employees through email messages and phone calls concerning all the changes and important information going on in the

- Find what motivates your each of your staff to keep working so hard for you, and provide it.

Staff, Technology and Physical resources all need to be looked after so that they perform to their best.

Customers want to be treated in a friendly manner with honest, straightforward information and responses. They appreciate a customer service representative who is willing to admit mistakes and work to correct them. Customers who believe they have been misled stop doing business with the company. These ‘critical incidents’ are experiences that make the customer walk away and never return. They don’t complain, they just leave and share the negative service experience with others. The bad news spreads, leading the organisation to lose more customers and deterring prospective customers. Critical incidents can include broken promises that annoy and anger customers. Customers expect to be informed if a promise cannot be fulfilled. Finally, customers expect understanding and empathy from a customer service representative who is willing to see things from their point of view, especially when there is a problem.

ensure that the company stays current and ensures that there will be a wider range of consumers shopping in-store, resulting in higher sales volumes and sales revenue generated.

This will help the company to deliver product and services that satisfy customers, hence increasing profitability.