Status and Communication

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

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.

Regarding the frameworks for the studies, Lee et al., (2017) utilized a research design which was partially structured by preparing interview questions, however, it took on an emergent design when the service manager interviews led the researchers to explore the views of frontline staff. When data saturation occurred, they concluded the study without a defined number of participants (Lee et al., 2017).

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

In order to effectively undertake market research on customer behaviour; such as expected prices, how they react to certain methods of research and what kind of care do the customers expect after the purchase is made, it would be best to use observation along with focus groups. Surveys, if used, should be done face to face by door knocking as it is more convenient and has a high response rate. The survey should include quantitative and qualitative type’s questions in order to get a `broader view of the customers’ behaviour. Questions could include “What do you think affects your behaviour

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

1. What procedures could be implemented in a workplace to identify and analyse customer needs, wants and expectations?

The Robustness of the Effects of Consumers’ Participation in Market Research that pointed out three different point of customer service.” The first expecting to evaluate on the service provider’s performance evaluation is enduring and lasts beyond the immediate aftermath of the service

The observation companies in this paper would be Verizon Wireless and Time Warner Cable. Both of the companies are in the similar industry, both of them are telecommunication providers. I am currently a customer of Verizon Wireless and Time Warner Cable for four and three years respectively. The customer service is a critical part of any business operation that involves customer as they need to keep customer’s satisfaction to ensure that they are able to make revenue. The observation of customer service in this paper is based on the experience with dealing both of the company’s customer service over the phone, and over the social media. The customer service through the social media is popular in the past few years. The paper will discuss

Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteria;

The study was conducted on Zbase, AFB when customer traffic was fairly moderate. Each participant was asked to participate in the study if it was not too much of an inconvenience while they worked. Instructions were given and they did not have to sign a consent form. The questionnaire were read to each participate and the answers were recorded by the researcher. The participants were selected by all who ever happened to be working that day. This was a face-to-face interview with all.

In addition to power established because of organizational hierarchy or role, power is also established based on the level of influence or status one holds in an organization (Anichich, Fast, Halevy, Galinsky, 2016). “Status is the outcome of an evaluation of attributes that produce differences in respect and prominence” (Ketner et al, 2003 p. 266) They co-exists but are not co-dependent on each other. It’s possible to have status without power and power without status (Ketner et al, 2003). Whether one’s control comes through status or positional power, lauding control or significant influence over another inevitably leads to conflict.

Smith Technology Solutions collected the data and analyzed the data. Smith Technology Solutions was able to summarize the data collected from the surveys by using the tables and charts. The survey that was conducted was developed to evaluate the customer service representatives from Smith Technology and how well they take care of customers. The questions express how effectively representatives listen, understand, and handle customer questions and issues. Based on the data collected Smith Technology Solutions determined which of the inferential statistics to use. To allow the company to use hypothesis testing inferential statistics allows the complete the conclusion.

Due to these studies, it is now emphasised that good communications are vital for good management. With a standard of