Report on How Customer Service Affects Business Profits

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

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

Customer Service: Our business is built on the premise of achieving 100% customer satisfaction and developing a long-term

9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To

Patrick Lencioni identifies three main causes for why an individual’s job is commonly miserable. Anonymity, the first sign, is described as a feeling employees may receive when they acknowledge a manager’s lack of interest in the personal lives of employees. Slighted, these employees typically feel as if managers fail to care about any personal details of their lives, and view them as property rather than people. The second root cause is irrelevance. Irrelevance occurs when employees cannot see the impact their job has on a company or an individual; this sign ties in with desire to feel appreciated and needed.

Customer service can help to build positive relationships with customers, increase sales and lead to loyal and returning customer which can have a positive effect on the business and indeed the industry as a whole.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

Employees are at work, but are they actually engaged in their jobs? In October 2013, The Gallup Organization conducted a survey with 230,000 full-time and part-time workers in 142 countries which consisted of 12 questions. According to Gallup’s latest findings, 87% of workers are “not engaged” or “actively disengaged” and are emotionally disconnected from their workplaces (O'Boyle & Harter, 2013, p. 11). Most studies have broken the various types of workers into two groups, engaged and disengaged, but Gallup’s study has broken it down even further. They have determined that there are three types of employees: engaged, not engaged and actively disengaged (O'Boyle & Harter, 2013). The terms actively disengaged or not engaged are not

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

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.

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.