Questions On Customer Service Improvements

WalMart's (NYSE:WMT) expertise in discount retailing is globally recognized, as is their supply chain and extensive logistics capabilities. What differentiates WalMart from the many other discount retailers is their extensive reliance on buyer personas or representations of their customers. All aspects of the WalMart value chain are predicated on serving their customers as cost-effectively and efficiently as possible. WalMart has also created an extensive information systems network that includes satellite uploads of data on a daily basis from their thousands of retail locations to their Bentonville, Arkansas headquarters (WalMart Investor Relations, 2013). The intent of this analysis is to evaluate the mission, vision and strategy of WalMart from the perspective of improving its customer service while also taking into account its financial position. To accomplish this, objectives are provided, combined with performance measures and expected levels of performance as well. All of these factors taken together provide senior management at WalMart with insights into how they can profitably improve customer service.

Another top stakeholder within Costco’s organization is its customer clientele. After careful research, the author noted several variables that contributed towards Costco’s highly-rated customer service and satisfaction ratings that speak from sales in addition to positive feedback. The author will briefly dissect this stakeholder group and display, in writing, why this group aids Costco in providing low prices on select items, its continuous service method which has proven, both financially and through praise, to be one of the more successful methods in retail, and to demonstrate why Costco

Companies worldwide have taken this truth into account, and they have made efforts to appeal to a customer's emotions by adopting

In the next phase of their research, Berry et al. (1985) found a high degree of correlation between, on the one hand, communication, competence, courtesy, credibility and security, and, on the other, between access and understanding; and so they created the two broad dimensions of assurance and empathy, that is, five consolidated dimensions. They then used the five dimensions – tangibles, reliability, responsiveness, assurance and empathy – as the basis for their service quality measurement instrument, SERVQUAL (Parasuraman et al., 1988; Zeithaml et al., 1990). They reported further that, regardless of the service being studied, reliability was the most important dimension, followed by responsiveness, assurance and empathy. The intangibles were of least concern to service customers. These dimensions have been the subject of some criticism, though they have formed the basis for a considerable amount of research and application in the field of service management. Finn and Lamb (1991), for example, in a study of retailing, concluded that their results did not support Berry et al.’s (1985) belief that the instrument could be used to assess quality in a wide range of service firms. They found that the model’s five dimensions were insufficient to cover quality in a retailing setting. They questioned particularly

I love providing customer with great customer service. I like the services GrubHub offer, provide quick resource food option to hungry customers. This app is more than at first glance a food app it has been a way to get a heathier choice in different neighborhoods that are labeled food deserts. This appeals to social justice side of my will to service communities.

Hwang 2014 expanded on these areas to include five dimensions of customer service, as the consumer is concerned. The first is responsiveness; the timely response of the business to the consumer’s needs (Hwang 2014). The second is assurance, the continued promise of the business to have a relationship with the consumer. The third is reliability, the ability for the consumer to continue to rely on the business to provide in the manner that they have done so in the past (Hwang 2014). The fourth is tangibility, the continued actions of the business to make itself visible to the consumer. The final dimension is empathy. Empathy is the area of customer service that address when something goes wrong with the consumer’s experience, how the business handles the situation will determine whether the consumer will continue to trust the business. Each of these five dimensions helps to continue the

Listening skills are most beneficial when employees are dealing with customer complaints. When we listen to our customers, we often learn things about our products and services. We also have the chance to learn more about our customers’ needs, as well as ways to improve our customers’ experience. The best way to show our customers that we have actively listened to their complaint is to validate their complaint or issue, and offer a solution. Often, employees make this decision, on their own, but we encourage them to involve the customer. Finding out what solution would best satisfy the customer helps ‘The Store’ provide better customer service. When we experience a difficult customer, we follow-up with those customers and ask for additional feedback. We want to understand what our customers are experiencing, with our products, with our customer service, and with our employees. After customer feedback is received, we also ensure to follow up with a thank you for making suggestions.

: Having excellent customer service - “ Service from the Heart” “ Value for money”

It 's universally acknowledged that a great customer experience is one of the best ways to ensure that customers become repeat customers and this is often the goal of most organization. Long repeat customers will imply the distinction between a thriving business and one getting ready to go under, thus understanding the worth of client expertise is often of great importance (Theyel & Hofmann, 2015). Client expertise is tied with good client service, thus Team Support 's Henry M. Robert Johnson offered up a report on the best way to set about that.

     Upon first glance, the book looks overly simplified. I discovered, however, that it is well written, and makes its points clearly without unnecessarily delving into complicated theories. This book encourages readers to see customer service from a different perspective: you are not performing solely for the customer or the

1. Introduction Customer service is the act of taking care and meeting the needs and desires of any customer by providing and delivering services of high quality and assistance at professional level. We have many such organisations which are dedicated to their profession and providing their quality services to their clientele. Taking the example of Burger King (BK) a multi-national chain of hamburger fast-food organisation with millions of customers worldwide. Burger King was founded in 1954, is the world’s second largest fast food hamburger chain. It is also known as the original Home Of The Whopper. BK is committed to serve their products with premium ingredients, signature recipes, and family-friendly dining experience is what has defined

Initially, Company A was not able to reach their minimum service level goal of 85%. However, through a series of reviews, feedback and process measurement, Company A was able to increase customer satisfaction by 18%. Since no product or service can address all needs of a consumer, there are many factors to consider when servicing a large customer base. You must develop a strategy to address your diverse customer base, because no two customers are the same. This paper will discuss how Company A improved the level of service, by reforming their approach to customer service.

Service quality is thought to be a critical measurement of competitiveness. Providing excellent service quality and high customer satisfaction is the vital issue and challenge facing the modern service industry. Service quality is an important subject in both the public and private sectors, in business and service industries (Zahari et al., 2008). It is the degree to which a service meets or exceeds customer needs and expectations that is important. During the past two decades, service quality has become a major area of consideration to practitioners, managers and researchers because of its strong influence on business performance, lower costs, and return on investment, customer satisfaction, customer loyalty and gaining advanced profit (Ostrowski & O 'Brien, 1993).

This report is the outcome of a research created with the purpose of determining what impacts on customers’ satisfaction and expectation of service, as well as to study the relationship between the service nature, service quality, service failure, service recovery strategies and service guarantee. Evidence of how effective the service quality measurement models, such as SERVQUAL and SERVPREF, is also shown. The focus of this research is to show the main components of services, how

The study explores the differences in retail stores and if they may be a direct link to consumer expectations. Consumers are likely to have individualized expectations per store in regards to the quality of service a supermarket or hypermarket provides. (Amorim, Bashashi Saghezchi, 2014)