Warren Customer Service Case Study

Question 1: “What does exceptional customer service look like to me, and what are its central tenets?”

My customer service and negotiation skills were well demonstrated during my job at UNDP. I collaborated and worked with the United Nations Mission in Nepal (UNMIN) as a member of the UN Registration and Verification Team, and interviewed more than 4000 People's Liberation Army (PLA) of the Communist Party of Nepal-Maoist (CPN/M), and contributed to the development of a National Reintegration Policy for former PLA. I provided technical advice to relevant stakeholders, and when required any peacekeeping or monitor team, on effective tools for Recovery and DDR (Disarmament, Demobilization, and Reintegration) management. I advised on "lessons learned" and "best practices" in the use of different program management/strategies in Post Recovery and

Identify what information is needed by each department for day-to-day tasks. Organize effective team building activities with Department Heads.

The task of this essay is to have a research in person to pay a visit on Best Buy to discover its potential marketing problem, anticipate the consequences and provides potential solution to this problem, which from my perspective, is bad customer service.

In the medical industry, customer service is a very important thing. As a customer and a new patient, I expect to walk into an office and be treated with the same respect as the next person in line. About two weeks ago, I went into the oral surgeon’s office and was looking around to see a tiny, but crowed waiting room. I came into this office with high expectations, for my sister had just gotten her wisdom teeth removed in this office with “exceptional service’’, as my mother put it. So I looked up at the receptionist’s desk and found myself placed as the second person in line.

2. How does the contrast between the manufacturer’s inflexibility and unwillingness to accept responsibility contrast with the retailer? Which is likely to build customer loyalty?

This case study analysis is based on the 2009 case study from Stanford Graduate School of Business titled Zappos.com: Developing a supply chain to deliver WOW! It begins with the general overview of the background, philosophies and current problems faced by Zappos. This is followed by a hierarchal ranking of the four major presenting problems for the company, which are: maintaining the “wow” image without overspending, inventory management/distribution problems, transportation efficiency problems and customer behavior problems.

Giving you or obtain for you an involuntary fare refund , without charging you extra.3. Giving you additional assistance , such as compensation ,refreshments and other care .

Customer service is the most useful offer Nordstrom has insisted to put in to use as you will want to utilize it on the web store to get your deals that make an impact on people who are called consumers and operate with a useful method and procedure you can be insistent on with offers you can find on the web for your personal satisfaction required.

Attached is our proposal, “Investing in Human Capital: A Recommendation Report.” At Assess the Best LLC, we seek to solve your employee related challenges by providing a total employee lifecycle solution. By investing in your greatest asset (human capital), productivity, sales, motivation and customer service levels will increase and employee turnover will be reduced. Our solution includes leadership training and development, employee training, management, and hiring tools to help you succeed.

For services businesses that deliver highly specialized knowledge and expertise to customers, their ability to set reasonable and realistic expectations and then deliver exceptional experiences is critical to their long-term growth. The essence of customer management in services businesses including each area of the heating, ventilation and air conditioning (HVAC) industry is predicated on this concept of customer management. Concentrating on setting realistic expectations then delivering excellent experiences is the essence of excellence in customer management. Creating expectations and delivering remarkable experiences for customers in service industries gets quickly beyond technical ability to the innate sense of what really matters to customers and addressing those issues clearly, candidly and honestly (Ang, Buttle, 2009). The bottom line is that by continually delivering exceptional customer service experiences based on realistic expectations builds trust and reinforces a reputation of excellence in customer service. Trust is the new currency and it is earned and kept with the ability to understand not just the stated and explicit needs of a customer, but also understanding the nuances and unmet needs they have as well (Ballantyne, 2005). Business that can ascertain these implicit needs are exceptionally more successful than others as they earn trust much faster than competitors.

Question #1: In this section you were told that customer service relates to the level of service an organization offers to its customers. The title of this Module is “Manage Quality Customer Service.” What does “quality customer service” mean?

Customer service is the act of taking care of the customer’s needs by providing and

A company must be able to maintain significant control of CRM, even if the call center is not physically an integral part of the business. That is because the choices made by a company depend on, among other things, the quality of the relations with their customers. Therefore, teams who will then be reassured about the sustainability of their business and their structure will be able to consider themselves as stakeholders of the organization and bring their best to the organization.

CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri.hr ABSTRACT One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the