Essays On Bad Customer Service

Importance Of Customer Service Essay

IntroductionNowadays, many medium sized service companies have appeared in our market society. What factors have led them to success? Of course, the most important one is doing as best as they can on customer service. Customer service is not only a quick table wipe and a glass of ice water. There are many mechanisms to control it. In this essay, I am going to describe the importance of customer service, and then I am going to talk about how customer service works in the system. Follow that I want to focus on the analysis on how to use this method to make companies to achieve success. Finally, I will illustrate what is my feeling in EIBT, what is its strengths and ways to improve.

Importance of customer serviceThe meaning of customer service is assisting customers. The purpose is to make them feel comfortable and respected. As a result a staff member should provide their service to satisfy customer needs and expectations. Staffs need to be well prepared to suit for all different customers. Customer service is one of the most important ingredients of the marketing mix for services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to receive refund when they have a complaint about a faulty product that they have paid for.

Identify customer needsAs customer's first impression is lasting and deeply, staffs use appropriately communication skills with prompt and courteous service to greet and show empathy, listen and provide feedback, use verbal and nonverbal behavior and problem-solve and consult customers. A positive impression will create goodwill and relationship between them and the organization. First of all, attentive to the customer in the process of service. Secondly, concentrate on the issue, not the person, then, target key points. After that, investigate with questions and verify customer's need. At last, energize your response.

Deliver a service to clientsTo be successful, company should provide product and service information such as telephone number and internet site to help them know more about this company. It is much easier to compare with other companies for customers. In addition, by building relationships with customers you are able to gatherfeedback about all aspects of the product and service delivery. Furthermore, the member of the company should deal with difficult situations. Different approaches are implemented to treat different types of customers. Some customers are impatient, frustrated, therefore, be professional, avoid getting personally involved, calm them down as quickly as possible, sort out any problems in...

Loading: Checking Spelling

0%

Read more

Traits of Poor Customer Service Essay

1205 words - 5 pages Customer Service We all deal with customer service on some level in our daily tasks. Our experiences are not always pleasant, and I feel that more focus needs be on providing not only just basic customer service but to step it up and provide quality customer service. While there are both external and internal customers, they both should receive the same respect. Service can be provided thru forms of both written and oral communication....

Analysis of Customer Service Management

1740 words - 7 pages The experiment uses a hair salon sample survey to gain a deeper understanding of customer service. A thorough interpretation of the data set separating close and distant relationships provides insight into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data is organized into several columns and separated by response. Respondents who are close are identified as “1”, while respondents who are distant are...

Principles of good customer service

921 words - 4 pages Principles of good customer service It is very important to give excellent customer service when out in resort working as a rep. customer service can be given by one person or alternatively it can be given out as a team. This is to ensure that the customers get the best from there holiday, and so that they build a rapor with you to gain trust for them to come back time and time again. Seeing the customer happy also benefits you as a rep...

Measuring a Hotel's Quality of Customer Service

660 words - 3 pages Measuring a Hotel's Quality of Customer Service It is quite difficult to measure the quality of a service, because the satisfaction of the customer depends on many intangible factors and psychological features. The principal methods to evaluate services are: SERVQUAL, Gap Analysis, Tolerance zone and Walking Audits. We are going to explain this methods and study if we could apply them to the hotel. §...

Importance and Benefits of Community Service

616 words - 2 pages Though, the concept of community service is not very new its importance has developed in the past few years. There are thousands of organizations all over the world that engage and hold millions of young people all through the world. People of all age groups, with a maximum number of youth are involved in the process of community service. Community-based organizations include; social service organizations, non-profit providers and associations...

Importance of the Service Industry to the Economy

2038 words - 8 pages Importance of the Service Industry to the Economy At the time when the economy was developing apace and the significant change on economic structure was progressing, the importance of service industry in economic system has been increasing steadily so to become one of principal drivers for most countries economy development, e.g. In the United States, 78% of the GDP is attributed by service industry[1]. Due to such kind of tendency, the...

The Importance of Knowing How to Provide a Service

944 words - 4 pages Service is any act, performance or experience that one party can offer to another and that is essentially intangible, and does not result in ownership of anything. Its production may or may not be tie to a physical product (lovelock,Patterson & Wirtz, 2011). Services are processes that provide time, place, form, problem solving or experiential value to receiver (lovelock,Patterson et. Al, 2011). No matter how good a service is, it will always...

The Influence of a Hotel Quality of Service and Image and its Effect on Tourism Customer Loyalty

1636 words - 7 pages I. Statement of Problem Hospitality and tourism have evolved into truly global industries are dispersed worldwide. Due to changes in lifestyle, the services offered by hospitality businesses are now considered to be necessities. Consequently, during the past decade, there has been an exponential growth in hospitality businesses to meet the demands of the growing market. Today, hospitality organizations are faced with intense competition. Hence,...

(1) Importance and difficulties of quality in service marketing (2) Benefits of relationship marketing

1564 words - 6 pages Assessment Item 2 - Individual essayService sector has been the major growth industry and service economy has been a major growth driver in many economies in late 20th Century. In 2009 services represented 76% of

The Importance of Volunteering: College Students Should Do Community Service Before Graduating

1311 words - 5 pages Nowadays, it is very difficult to get a job without a College Diploma. Our ever-increasing demands on student’s academic performances have insured well-educated adults, but what we have failed to focus on is the vital component of volunteerism as an integral part of rearing well-rounded adults. College students should be required to complete a year of community service/volunteer work before they can graduate, in order to create mature and caring...

"The aim of marketing is to know and understand the customer so well that the product or service fits him or her and sells itself." (Drucker) Produce arguments for and against this statement.

924 words - 4 pages In 1973, Peter Drucker stated "The aim of marketing is to know and understand the customer so well that the product or service fits him or her and sells itself." Considering that marketing is an exchange process between two parties which results in both customer and organizational satisfaction (Kolter & Keller 2006). It seems logical that, if a business is able...

Similar Documents

The Impact of Good Customer Service

...KRISTINE PALINGAYAN ABLAZA BST1 HISTORY OF THE TRAVEL AGENCY AND GENERATION A travel agency is a private retailer or public service that provides tourism related services to the public on behalf of suppliers such as airlines, car rentals, cruise lines, hotels, railways, and package tours. In addition to dealing with ordinary tourists most travel agencies have a separate department devoted to making travel arrangements for business travelers and some travel agencies specialize in commercial and business travel only. There are also travel agencies that serve as general sales agents for foreign travel companies, allowing them to have offices in countries other than where their headquarters are located. The British company Cox & Kings is sometimes said to be the oldest travel agency in the world, but this rests upon the services that the original bank, established in 1758, supplied to its wealthy clients. The modern travel agency first appeared in the second half of the 19th century. Thomas Cook, in addition to developing the package tour, established a chain of agencies in the last quarter of the 19th century, in association with the Midland Railway. They not only sold their own tours to the public, but in addition, represented other tour companies. Other British pioneer travel agencies were Dean & Dawson,the Polytechnic Touring Association and the Co-operative Wholesale Society. The oldest travel agency in North America is Brownell Travel; on July 4, 1887, Walter T....

Words: 878 - Pages: 4

Good or Bad Service

...For the article, “why service stinks”, please answer the following questions: Does service really stink? What are the negative effects of reducing service to some customer? Please provide an example. Service really stinks. Nowadays company just emphasizes on potential customer and valued customer. If you fall below on these two categories, companies rather lose you than take time to serve you. Company are smart on checking customer background based on existing information and pass transaction history. Based on the pass history can determine customer value. Companies believe that serve a value customer is easier than looking for a new customer to buying the product. Meanwhile, based on checking customer background, company easy to define who will be potential customer. Potential customer need to emphasize because their willingness on buying new product is higher than a new customer. Potential customer know the company very well, they tend to invest more on trying new product. Serving valued and potential customer is easier than looking for a new customer which needs to start from the beginning. It costs 5 times more to obtain a new customer than retain an existing one. There are some negative effects will reduce service to some customer. Tom Unger called the bank’s toll free number to clarify his mysterious service charges showing up on his bank account, he reach a bored representative who try to brush him off. Tom Unger wrote two letter to make a complaint, a First......

Words: 3215 - Pages: 13

Twitter - a Good Customer Service Story

...Hotel Service Story Yet December 17, 2009 When a guest tweets a complaint about his or her stay at your hotel, do you ever see it? Do you try getting in touch with the person to apologize? That’s all well and good, but Four Seasons Hotels & Resorts has set the bar for social media customer service quite a bit higher than that. When a guest at Four Seasons Resort The Biltmore went on Twitter last month to make a lighthearted complaint about the hotel’s turndown music (”Okay, the turndown music in my room at Four Seasons Biltmore is so not soothing. More appropriate for a funeral or beheading.”), she wasn’t expecting anything to come from it. So imagine her surprise when she returned to her guestroom the next day to find a bottle of wine and a note from the general manager apologizing for the substandard tunes-along with a listing of local radio stations. Turns out the Toronto-based corporate interactive marketing team behind @FourSeasons saw the tweet and took the time to notify the California resort about the problem. Making the story all the more impressive is that the guest is not identified by name on her Twitter account, meaning the Four Seasons folks had to do a bit of sleuthing to figure out who she was en route to rectifying what was at most a minor nuisance. (Read the first-person account at HotelChatter.) I talked with Cherry Kam, Four Seasons’ director of interactive marketing, about the incident. In keeping with the hotel company’s exemplary customer service......

Words: 870 - Pages: 4

Customer Service

...factor for the long-term prosperity of the company is strong trusting relationships with customers. Quality customer service is not only one of the competitive advantages, in many areas it has become the only competitive advantage. Quality of service is the new standard by which customers judge the quality of the product. Customer service is a kind of sale, because the good service makes the customer to come to you and to buy from you more often. According to the research of American Management Association, regular customers who buy from you again and again, because they like the service, provide an average of 65% of company sales. One of the main problems is that managers do not want to consider the customer service as a marketing strategy. For many companies, improving the quality of service becomes a considerably more effective tool to increase sales and profits than the marketing, promotion or advertising. In companies that have competent strategies for working with clients that are developed thoughtfully brings more net profit than scientific research, development, new products and equipment, range, and any other strategy. Electrical Contractor magazine said: “In our service-oriented society, the quality of service has become a much more important factor of the success of the company than the quality of its product, and those companies that are leading the way to improve its service, get clear competitive advantage over those who lag behind in this.” To achieve this......

Words: 2575 - Pages: 11

Customer Service

...National Diploma (HND) Hospitality Management Unit Number and Title: Customer Service Unit Level: QCF Level 4 (J/601/1790) Module Tutor: Areti Karali Email: a.karali@londoonchurchillcollege.co.uk Date Set: 03/10/2012 Learner’s name and statement of authenticity Learner’s Name: Martin Gonzalez Perez Learner’s ID: LCC 20123627 Date handed-in: 18/12/2012 I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. Signature: ……………………. Date: 18/12/2012 Learner’s name and statement of authenticity Learner’s Name: Martin Gonzalez Perez Learner’s ID: LCC 20123627 Date handed-in: 18/12/2012 I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. Signature: ……………………. Date: 18/12/2012 TABLE OF CONTENTS I. Introduction__________________________________________________________________________2 1. Customer service policies within business and service context_______________________________3 1.1 Discuss reasons for using customer service policies and the process of creating one___________3 1.2 Discuss methods of customer service evaluation and the impact on staff training and development......

Words: 5958 - Pages: 24

Customer Service

...Delivering Customer Service the Right Way. In modern world there are only a few things considered harder than satisfying a customer, gone are the days where a small candy for the kid accompanying or a just a simple smile would do the trick. Customers are more spoilt than ever, they believe that they should be treated like a royalty or they could always go “next door”. Companies are spending a lot of money to train their employees to brush up their customer service skills, and I reckon it’s the right move because no business can survive without delivering customer service the right way. What exactly is the right way to deliver Customer Service? Or for that matter what is Customer Service? It’s a question very commonly asked in interviews nowadays, everyone has their own perception of it. I have worked under someone who believed good Customer Service is when a customer leaves your company smiling or content and willing to come back without hesitation. It does hold some merit, I mean isn’t pleasing the customer enough to be considered as a good customer service, well it’s one school of thought and for others it could be the opposite. I have seen some very hard working customer representatives lacking the right skills, they would complete the job like no other but if you ask the customer they might say the representative was a bit “preoccupied”. For me customer service is very simple, all you need to be good at is multi-tasking, do what they want and while you are on it make...

Words: 2084 - Pages: 9

Bad Customer Service Analysis

...about customer service 3 II. Summary of John Lewis case study 4 (A good customer service) III. A bad customer service: VNPT's Internet Operator 7 A. Company's overview 7 B. Analysis of the case and causes 8 1. The registration procedure 8 2. The level of staff and technicians 9 3. The attitude of the staff operator 10 C. Recommendations 12 IV. Conclusion 14 V. References 15 Introduction about customer service Customer service is the way a business looks after its customers. According to Turban et al. (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 has to be a team effort and not just the responsibility of employees who deal with the public directly. Providing good customer service is a vital part of managing a business. Most customers have the option to go elsewhere if the quality of customer service is lacking. On the other hand, good customer service is a source of competitive advantage. Good customer service leads to customer satisfaction. Satisfied customers are more loyal and profitable. Dissatisfied customers take their money elsewhere – and tell their friends about the poor service they have received. A good customer service bring a lot of benefit to the company if they have one: increasing sales, customer loyalty, enhanced public image, more effective workforce. Satisfied customers will......

Words: 1890 - Pages: 8

The Negative Effects of Offshoring Customer Service

...The Negative Effects 1 The Negative Effects of Offshoring Customer Service Com 120 December 1, 2009 Karen Halusek The Negative Effects 2 The Negative Effects of Offshoring Customer Service She is very excited. She just came home with her brand new computer. She and her husband had been saving every extra dollar for quite some time and they were finally able to purchase the computer they had been wanting. They succeeded in getting it set up and excitedly turned it on but could not seem to run it correctly. She called the toll free customer support line, confident that they would have their new computer up and running in no time. The call was answered promptly but she could not understand what the operator had said. She asked, “is this the Computer Company (fictional name)”? The customer service representative responded that it was, at least she thought that was what they said. The representative who answered her call had such a thick foreign accent that she could not understand them. She explained to the representative what the problem was, but she could not understand any of the information given to her. She asked to speak with a different representative; after being placed on hold for several minutes, she had no better luck with the new representative. She and her husband tried several more times to communicate with them, finally hanging up in frustration. They vowed to never purchase another thingamajig from......

Words: 1634 - Pages: 7

Customer Service

...What is Customer Service? (And why is it important?) Wikipedia will tell you that customer service is “the provision of service to customers before, during, and after a purchase.” And Business dictionary will tell you that it’s “All interactions between a customer and a product provider at the time of sale, and thereafter.” But what is it really? And why is it important to you as a fast-growing business? Customer service is every interaction with a customer. Customer service started out as help offered at a desk at the back of a department store, and evolved with the invention of the telephone. In today’s hyper connected world, customer service is more than just the helpdesk agent that answers your questions when you call an 800 number for help. It’s grown to encompass every interaction that a customer has with a brand. It includes phone, email, chat, web forms, and social communications, as well as self-service support sites. And it happens before, during, and after a sale. Awesome support is critical for small businesses. In a world where small businesses need to do more than just sell products—they also want to build relationships—customer service is a key part of the promise that your brand makes to a customer. It’s more than just providing answers. It’s helping customers even when they don’t know they need help. It’s teaching them how to do more with your products. It starts with a smile and a friendly word, and finishes with sharing your expertise—even......

Words: 2807 - Pages: 12

Customer Service

...Customer Service Comprehensive Essay Quality Customer Care can be defined as meeting or exceeding customer expectations every time they visit the organisation or business. Businesses who go the extra mile will win customers loyalty and, in return, customers will keep going back to them. It’s important that businesses earn customers long-term support because it will determine the organization success. In order for the organisation to ensure that customers will continue to utilize their products and services they should be aware of Quality Customer Service, know their customers, know the attitudes and habits that have a significant effect on the service given in the organisation, learn how to deal with difficult customers, enhance customer value, build customer loyalty, master listening, project a professional image in the business also project professionalism on the phone. Quality Customer Service aimed is not only to meet the expectation of customers, but to try to exceed those expectations every time they step into the organisation. These expectations continue to rise as customers become more aware and more sophisticated. The organisation should emphasize on “expectations” and “every time”. When it comes to customers they expect the organisation or business to be friendly, courteous, well-mannered, helpful, have a efficient service and deliver what the company promises, and if their expectations are not met they would look for business someplace else. A customer also......

Words: 3084 - Pages: 13

Customer Service

...Not all of the customers are into the Internet of things and some are still engaged to the traditional customer service and some of the customers believe hat the ability to reach the right representative has worsened because of the bad encounter with therm. But even technology is not well understood by the customers they are willing to use them if it means solving the problems quicker. Like before when we have a problem with the product that we’ve bought before instead of going there and waiting my mom called and they asked us if we can do it and my mom said yes since it san address the problem faster. And today we want to solve things right away since we are also busy in our daily lives. Yes they can respond to the channels in minutes but some can’t and takes it for how many days. It will help the manufacturer to lessen the product returns. And nowadays, technology becomes widened and some can just send an image to the Centre representative then they will tell you the solution right ahead. Yes technology is evolving and so as the customer support service. And we customers should adapt to it if we want a faster solution. But as a manufacturer they also need to adapt to the customer needs, they should know how to address it and how to give solutions to it since not all of the customers understand the technology. The marketers should find a way to reach their customers so that they can have the loyalty of their customers because once they will encounter a bad assistance for......

Words: 285 - Pages: 2

Customer Service

...Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also read Vodafone advisor notes to ......

Words: 9537 - Pages: 39

Customer Service

...Creating a Customer-Centered Organization A Harvard Business Review Insight Center Report sponsored by The HBR Insight Center is an interactive resource that highlights the emerging thinking around today’s most important issues. In this installment of the series, Harvard Business Review focused on how managers are turning their companies into customer-focused organizations. The growing obsession with customer excellence is driven, in part, by technology. Today customers can obtain and exchange more information about the good and bad of their encounters with companies than ever before. That gives companies a great incentive to work harder to make customers happy — before, during, and after their purchases. © 2011 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School. Creating a CustomerCentered Organization A Harvard Business Review Insight Center Report CONTENTS 1 3 5 7 9 11 13 15 17 19 21 23 Create Brand Superfans Matthew Rhoden How Philips Uses Net Promoter Scores to Understand Customers Suhail Khan What Zipcar Can Teach the S&P 500 Stephen Wunker How Fidelity Used Design Thinking to Perfect Its Website Frederick S. Leichter The Coming Point-of-Sale Revolution Grant McCracken Using Mobile Phones to Capture Customer Experiences Emma Macdonald, Hugh Wilson, and Umut Konus How to Play Marco Polo When Setting Prices Rafi Mohammed Beyond Mass Customization B. Joseph Pine II......

Words: 18324 - Pages: 74

The Good the Bad the

...deceive and disinformation tactics Hear no evil see no evil, speak no evil, don’t discuss it- especially if you are a public figure, news anchor ,etc. if its not reported, it didn’t happen, and you never have to deal with the issues. Become incredulous and indignant avoid discussing key issues and instead focus on side issues which can be used show the topic as being critical of some otherwise sacrosanct group or theme. This is also known as the “ how dare you “ gambit Create rumor mongers. Avoid discussing issues by describing all charges, regardless of venue or evidence, as mere rumors and wild accusations find or create a seeming element of your opponents argument which you can easily knock down to make yourself look good and the opponent to look bad. Either make up an issue you may safely imply exists based on your interpretation of the opponents/arguments/ or select the weakest aspect of the weakest charges. Amplify their significance and destroy them in a way which appears to debunk all the charges, real and fabricated alike, while actually avoiding discussion of the real issue. Sidetrack opponents with name calling and ridicule associate opponents with unpopular titles such as “kooks” , “right-wing”, “liberal”, “leftwing”, “terrorists”, “conspiracy buffs”, “radicals” ,”militia”, “racist”, “religious fanatics”, shill disinfo Hit and run, in any public forum, make a brief attack of your opponent of the opponent position and then scamper off before an answer can......

Words: 423 - Pages: 2

Effects of Good and Bad Customer Service

...Good and Bad Customer Service: Southwest Airlines and The Home Depot Case Analysis Broderick Pierce DeVry University Case Study: Effects of Good and Bad Customer Service Analyzing Southwest Airlines and The Home Depot Inc. Business situation Every organization deals with customers at some level, no matter what the inner workings are composed of. The absolute end result is satisfying the customer. Every single contact can either cultivate or corrode the relationship with a customer. This includes every letter or email that is sent out, every ad that may run and every phone call made. As apparent as this may seem to any given organization, often times, businesses suffer to some degree because of the lack of focus when it comes to customer service. In a time where technology and immediacy is the common thread used in impression and persuasion, the common denominator could boil down to customer service. It can be the one thing to separates an organization from others. Much like the very popular airline carrier, Southwest Airlines and home improvement store, The Home Depot Inc. With more than 3,200 flights each day, Southwest has a large customer base. “They recognize that providing great customer service is much more than just a job for the front lines or the call center,” (Business Week). It begins with treating its employees well and creating an environment of customer culture and success. It takes coordination from the top to motivate and bring......

Words: 1920 - Pages: 8

0 thoughts on “Essays On Bad Customer Service

Leave a Reply

Your email address will not be published. Required fields are marked *