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Bad Customer Service Analysis

In: Business and Management

Submitted By thaihoangpirate
Words 1890
Pages 8
CONTENTS
I. Introduction 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 lead to more sales from their own repeat business and from the new customers generated by their recommendations. A positive public image will generate more sales by attracting new customers. Staffs who deliver good customer service receive their customers’ appreciation and are further motivated to offer good customer service and so on.

Summary of John Lewis case...

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