Problem Solving Csm

1899 Words Jan 3rd, 2013 8 Pages
Customer Service Management | Problem Solving | Antventures- Casper And Gambini’s |

Anthony Shalhoub 31010062Sabine Raffoul 3103064310/29/2012 | |

Submitted to : Dr. Esraa Haydar

Customer service management
Problem solving I. Introduction to customer service

Customer service is the provision of service to customers before, during and after a purchase. According to Turban (2002) "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Customer service is anything we do for the customer that enhances his experience.

II. Importance of customer service

Customer service is
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We, at C&G, do not believe in the Comment Card where we oblige our guests to talk about the atmosphere, the music, the service... we believe that it is very important to collect feedback from our guests. So we give them the chance to share with us “open comments”.
We are planning to launch our own Customer Comment form, where the customer will not imposed any question, rather will have the chance to write his words about his experience (positive or negative).

Q2: Is the current customer complaint procedure efficient enough? We believe in comment and not complaint; because a comment is constructive. So we prefer to call it: Customer Comment procedure.
Most of our guests are loyal and have built with time, friendly and trustful relationship with our employees. It is easy for them to confess about a positive or negative comment. In another hand, our employees believe in improving the service, and by collecting negative feedback, we can make our customers happier.
Concerning the others customers, we make sure that our team leader always pass by the tables before the guests leave to take feedback.
So I would say that the procedure is efficient even though, I believe that the new Comment Card will help customers to share their thoughts.

Q3: Who are the customers who have complaints: usually challenging customers or loyal customers who seek improvement?

Challenging customers are

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