Phillips-van Heusen’s Acquisition of Tommy Hilfiger: Case Study I in Operational Planning

All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.

| Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced.

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

A successful service strategy has to be implemented through executing thorough analysis, understanding customer demand, commitment from staff/management, intense dedication and a considerable financial amount allotted for spending. Policies and procedures should be outlined and must be customer service oriented. The work -flow should promote reliable service. A comprehensive contingency plan must be in place to ensure uninterrupted service to customers in case of an unforeseen event such as a natural disaster. The customer’s need must always be considered as top priority every step of the way. There is several long-term business initiatives that are best practiced by ingraining them in the minds of employees and

Effective service delivery (include: delivering service on time, delivering service on budject, dealing with difficult customers, handling and resolving complaints)

This is an introductory course intended to provide the student with a mix of theoretical and practical knowledge about managing service operations in businesses such as financial services, retail hospitality, healthcare,

What is service? And what does it take to truly achieve excellence? INTEGRITY FIRST Integrity is best

River Island is one of the most popular brands on the high street in the UK and it is in the fashion retailing business. Estimating total retail market size around five percent of the Britain’s economy and it employs around ten percent of the total workforce in the UK as per UK Trade & Investment, (2014). However, time is crucial for the companies on high street, because of declining rate of profit. The occurrence of this phenomena is the result of too many stores on the high street and weak customer spending. Weak customer spending is the result of use of latest technology by customers to buy the products (Bamfield, 2013). Therefore,

Every business has a mission to be able to achieve great customer satisfaction and generate

I operate a service-based business and have discovered first-hand what it takes to run a team of people. I’m constantly exploring new ways of helping them operate at their best. I’ve discovered what works and what doesn’t.

So, we need to make sure that every step or the process that we incorporate in our strategy of service delivery represent or reflects the quality and standard of our service. In services, if we talk about satisfying our customer, practically it’s very hard to agree a customer or make him/her trust that our service would be up to their desired level.(Jessica Hwang, Eves and Desombre, 2003). So, for this we need to identify some of the gaps that always exist in very service firm and by filling those gaps, a company can satisfy her customer more efficiently. The four services gaps

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.

Leading the industry by providing personal, honest and effective service that results in an advantageous business relationship with our customers, partners and suppliers;

Before going over the issues of the service performance, it is very crucialcritical to know the components of service experience which are categorized into four components: the service workers, the service setting, the service customers and the service process. The service workers include those who interact with the customer (such as waiters or bank tellers) and those who contribute to the service delivery out of the customer’s sight (such as chefs or bank accountants). The service setting includes physical environment in which the service occurs. The service customers are the ones that are receiving the service. Last of all is the service process, which is the sequence of activities necessary to deliver the service (Fisk, Grove & John, 2014, p.21).

The role of frontline employees for service excellence is crucial. Especially in the services sector contact