...6 Product and Services 8 Levels of Customer Service 11 Customer Profile 12 External customers of Victoria’s Secret 13 Internal Customers 15 Satisfaction of Customers Five Needs 20 Appropriate Market Research 21 Best seller product 21 Product range information 22 Product information and specifications 23 Delivery, warranty and return or cancelation policy 24 Sample promotional materials 24 Management and Leadership qualities 26 Leadership qualities 26 Management skills 27 Position description of CS manager: 31 Types of customer service training 35 Schedule for training 37 Example of customer service training policies 38 Feedback from customers 42 Survey 43 Managing customer service reports 46 Conclusion 47 Referencing 48 Business profile and interview Interview With alshaya CS Officer 1. What is great customer service in your understanding? You should always smile and greet the customer with good morning sir / mam or which part of the day it is. After that the query should enter the system for any follow up or feedback. Always make sure the customer ends the call as satisfied as possible. 2. How would you handle an awfully irritated customer? I understand it’s hard to satisfy all customers but it depends on the customer if he/she is reasonable then I’m sure he/she will end the call satisfied, but If the customer escalates we would send it to the operation team then they will tell us yes or no on matters of refund or...
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...just how well the customers is pleased and that goes for everything. To make money, one must either sell something or render their services. And in order to successfully do so, one must bring to the table what the other person demands. There are so many businesses out in the world with every body hungry for money and some just plane greedy. Regardless, with all the completion out and all these business, it might be a little hard to stand out and show what makes your business different from that of another in the same genre. Everybody either copies each other or find a little something that sets them apart for a short while, because it won't be long until there is something better than the previous "new" thing. What makes these competition a little easier is the ability to wow the client. In a world of everything seemingly the same it is very important to have the quality that can wow the customers and make them want your business and your business alone, because of the fact that they will feel very comfortable getting that business from you. The wow factor is a quality that not everybody possesses unfortunately The wow factor in the hospitality industry is what really makes it successful no matter what branch of hospitality. Yes there are other things to consider as well such as the location, demographic as things of that nature. But having that wow factor will bring any hospitality industry from good to amazing! The wow factor is the ability to serve customers with the utmost...
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...my extensive experience will be further developed and I can maximize my management skills, customer service skills and training experience. Career Summary | * Over 8 years of ongoing experience in MNC BPO like Aegis ,Wipro and IBM * Proven track of efficient leadership and management * Strong communication skills which helps in creating new business opportunities and maintain the existing tie-ups to ensure future prospects. * Efficiently managed any change and developed the team accordingly. PROFESSIONAL SKILLS MANAGEMENT SKILLS * Supervise the team of 20 to 30 people * Scheduling events * Ensure compliance to company methodology and quality standards * Handle Client Accounts Improve customer service based on client feedback through the development of new policies and procedures * Maintain good staff relations through effective communication, leadership, discipline and motivation TRAINING SKILLS * Conduct training on company’s product. * Provide new updates to the team members related to the products and processes Education | * Bachelors of science from Calcutta University – 2005 * Class XII( BIO SC) -2003 from Gyan Bharati Vidyapith * Class X -1999 from Gyan Bharati Vidyapith Professional Experience | IBM Daksh Process services Ltd (Currently acquired by Concentrix India ltd) ...
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...Cisco Systems (2001): Building and Sustaining a Customer-Centric Culture Introduction/General Problem Statement: Doug Allred was Vice President of Customer Advocacy organization of the Cisco’s corporation. This organization was erected to consolidated all functions that directly touched the customer but sales to provide high-quality customer service. Since August 2001, the IT market turned down and brought severe challenges to Cisco as the company had to lay off 18% of its employees and reorganized its structure, transforming from decentralized organizational structure with three business units to centralized organization. However, these changes stabilized the volatile situation of the economy but threatened Cisco’s customer focus, a key element of its competitive advantage and a principle of its core operating processes. In order to overcome the disharmony between the structure and the culture, Cisco introduced a Customer Focus Initiative to hold the favor of its key customers. Nevertheless, Allred had no confidence that this action would fix the perceived gap between the structure and the culture. Situation Analysis: The main problem in this case is that how to keep enough resources to be used on the customer focus, which is the core component of the Cisco Company, under the reintegrated decentralized structure. At the beginning of the establishment of Cisco, Lerner, who is one of the founders, “realized that success was developing cutting-edge technology that...
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...CUSTOMER SERVICE SOCIAL MEDIA INSTANCE (NIKE SUPPORT AND CUSTOMER) WHAT HAPPENED This is a customer service instance on a Twitter account between a Nike Fuel Band customer and Nike Support team. The customer is using first generation Nike Fuel Band and has a Nike +Fuel Band app on his I phone 5 but is unable to sync it to its computer and posts on twitter using Nike support hash tag seeking support on this matter. WHAT WAS DONE ABOUT IT Nike Support team tries to resolve the issue by first ensuring whether or not the customer is using the software that is up to date. Then Nike support team advises the customer to uninstall and reinstall the app and restart the phone. When the problem persists the Nike support team advises him to try docking the Nike band to the computer and asks for further clarification as to whether the device is detected on his computer or not. It then advises the customer to try different ways of docking like try connecting the device directly using a USB cable and a different USB port this time. After all of the above efforts, the customer still couldn’t get its device to sync to its computer. The Nike Support team asked him for his location, provided him the number to its customer care of that location to continue the conversation on the phone. HOW WAS THE SITUATION HANDLED In my opinion, the Nike Support team handled this situation tactfully. Nike team showed a lot of patience, listened to the customer ‘s problem and promptly replied...
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...Miller Unit 9 Assignment Tiered Service A tiered service is defined in the textbook as a “concept that understands customer service to be fundamentally inter-related with a customer’s actual or potential value as a consumer.” The textbook gives us an example of purchasing airplane tickets. When purchasing airplane tickets you are given three options of seating and pricing. Tiered service can also be described as one group of customers getting better services because of the amount of money they spend compared to another customer who does not spend nearly as much. The advantage to using a tiered service would be having more options but the disadvantage would be the unethical aspects of providing special treatment to one set of customers over another. Customers like feeling like they will all be treated special. (Gibson, 2012) The proposed tiered service plan includes rewarding their B2B customers who gives On-Time Technology $100,000 work of business, an end-of-year “thank you payment” that reflects a 5 percent discount on all yearly purchases and they would also receive a commitment to next-day turnaround time on the resolution of all customer service problems. Those customers who purchase $500,000 or more would receive a 10% discount and free delivery but the average sale is only $25,000. So for those customers who do not purchase $100,000 or more in products and services are helped with the most basic of customer service. Assuming the customers know about the perks of purchasing...
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...BUSN258 DeVry University Online Customer Relations From the scenario provided, there are no customer complaints that relate to the service provided by the company; rather, information that came from the sales department believing we do not have great customer service. After speaking with Bob Yeader, the Sales Manager, and Dori Lately, the Operations Manager, it seems that they are both unclear about the specifics regarding the customer service complaints they claim we received. Yeader states that “we need to take these complaints seriously”, while Dori believes that “there is nothing here to investigate”. Having this type of conflict between the two department heads indicates that they do not know how to deal with this particular situation. Because majority of the department heads do not see an issue, but the one department that deals directly with the customers says we do, then we should take Yeader’s word seriously and try to figure out a solution. Solution Because the company is currently expanding, it is understandable that there are issues that need to be addressed, but we have to ensure that these issues are not overexxagerated as Philip Fried, the Service Manager, states that we should not ask the customer if we have any problems, but try to figure out a different approach to the situation. Because the numbers indicate a growth in our customer base, we are doing something right. I believe that the issue at hand is simply a matter of rewording our survey or questions...
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...Theodore Levitt All products, whether they are services or goods, possess a certain amount of intangibility. Services like insurance and transportation, of cours;, are nearly entirely intangible. And even goods, while they can be seen, often can': be tried out before they are bought. Underjitanding the degree of a product's intangibility can affect hoth sales and postsales follow-up strategies. While services are less able to be tested in advance than goods, the intangible factors in both types of products are important for convincing prospective customers to buy. Sellers of services, however, face special problems in making customers aware of thi; benefits they are receiving. The author considers the intangible factors present in all products and also advises producers of services about how best to hold on to their customers. Mr. Levitt is the Edward W. Carter Professor of Business Administration and head of the marketing area at the Harvard Business School. He has written nearly two dozen articles for HBR, including the well-known "Marketing Myopia" {published in i960 and reprinted as an HBR Classic in September-October 1975) and "Marketing When Things Change" [November-December 1977). //lustration hy ]im Kingston. Distinguishing between companies according to whether they market services or goods has only limited utility. A more useful way to make the same distinction is to change the words we use. Instead of speaking of services and goods, we should speak of intangibles and...
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...A. OUR TARGET CUSTOMERS Being at the introduction stage of Product Life Cycle (PLC), stem cell storage business has a potential to appeal a large base of customers. To develop this business model into a blue chip stock, all which is required is proper awareness in the minds of people. This business model ensures sustainability and growth of revenue. A health secured future of the child is the aim of every parent. Keeping it a affordable cost and delivering a full proof security to the health, customer attraction towards this service is set to rise. As the business model is still mushrooming, entering the market at this stage is legitimate Our target customers are those families who have an average household income of above 0.5 million INR. Well, families earning below INR 0.5 million p.a. can also be bought in our coverage if the Government of India grants some relief in the form of subsidies, however the same cannot to predicted and hence such families are ignored in our other relevant projections drawn in this report. As we are launching our service at an affordable price of INR _____( FILL THE AMT), our service could be labeled as “affordable” and eventually we can grab the customers matching our criteria. It won’t be difficult to attract the urban crowd as people are more educated in such areas so a heavy initial promotion shall do our job. For growth prospective, some future events like stem cell curing a deadly disease of our patient, shall not only attract more...
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...baggage claim, delayed flights, crowded airports and worse overbooked flights; this is all part of the traveling experience, especially when it comes to airlines. No matter which airline it is they all tend to be the same. One airline is out to change that, through lower prices and even better, a focus on you the customer. That company is JetBlue led by its visionary Founder and CEO David Neeleman. Neeleman believes so strongly in delivering customer value to his passengers that he often rides flights to hear personal direct feedback from passengers as it is happening, and he also likes to be paged whenever a flight is delayed or something in the JetBlue business is not properly executed according to the JetBlue standards (Johnson, & Weinstein, 2004 pg 315 – 316). Neeleman has set forth three guiding principles that are known as the “Golden Rules” and govern the business of JetBlue and its employees. Those principles are: flawless executions at every customer contact point, making matters right with the customers if the execution is not flawless and treating employees well (Johnson, & Weinstein, 2004 pg 317). Neeleman who was formerly a founder of another airline and longtime leadership member of rival Southwest feels that combining efficiency, technology, and a focus on customer value will continue to drive customer loyalty around what has become one of the, if not the single, strongest brands in the Airline industry. Neeleman and JetBlue have set out with the goal of “bringing...
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...objectives of the customers that she meets in the returns department? Why are they different? Every interaction with a customer is an opportunity to provide excellent customer service and cement a relationship. In my experience, negotiations with returning retail items can be either a pleasant experience or very tedious depending on which side of the counter you standing. Sometimes big retailers spend less time helping customers with returns than they do selling them. The goal of customer service is to bring customers back. Sara’s job as a customer service representative is to do just that, making sure customers leave happy and leaving a positive outlook of the business. This sometimes means dealing with complaints, listening to customers, being helpful even if there is no profit involved and going the extra mile to ensure satisfaction. Kay Miranda wrote in her column for Chron Small Business Media, that in evaluating service process, there are three main components of a good customer service role, 1. To increase sales, 2, To solve problems and 3. Control cost. We have all heard the cliché, “You can’t please all the people all the time”, and that may be true. No one likes hearing complaints, but if you give it your attention, you may be able to please that one person. The goals of the customers Sara may come in contact with are to seek satisfaction for products or services that did not meet expectations. Any time a consumer comes to a customer service desk, more than...
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...rent-a-car company by its executives because of its laser-like focus on customer satisfaction and because of its concentration on serving the replacement market. By operating in this market and by defining that the key to success is to make their customers happy, the quality and the speed of the service are the main concerns of this company. And that’s why Enterprise is investing in researching (which they’re doing through a survey) so that they can act and take measures according to the results of the survey so they can improve their customers satisfaction. This motto by which the company is governed, was first implemented by its founder, Jack Taylor, whose advice was: “if the company took care of its customers and employees first, profits would follow.”. The company’s top managers decided to use the survey results to calculate an overall average ESQi score for the company and a score for each individual branch. The survey’s first question took care of that overall average ESQi score for the company as it pretends to analyse its customer overall level of satisfaction with the service, using a satisfaction scale. Followed by an open-answer question trying to obtain suggestions for improvement so that Enterprise can continuously match to their customer needs and wants, and always investing in the company-consumer relationship. The next question addressed any problems that the customer might have had with the service so that the company can focus on solving the existing problems quickly...
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...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 advantage...
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...Article Summary Omar Salim AL-Ghamdi 201182370 The article: Why Customer Satisfaction Still Matters How attitudes, opinions and beliefs come together to form the basis for brand loyalty Perhaps the most disruptive of ideas to hit the market research community in the past several years has been the notion of ditching the long relied upon “customer satisfaction” model that researchers have leaned so heavily upon for years. A wave of recent methodological research has suggested that our five-point, Likert-scaled question “How satisfied were you with your experience?” no longer cuts it. It just doesn’t do an adequate job of predicting future customer spend. This attack has principally been led by proponents of the Net Promoter Score (NPS) method, which argues that it’s not satisfaction that matters, but rather, loyalty. According to studies by NPS architect Satmetrix, utilizing the assigned loyalty metric of how likely a customer is to recommend a brand or product produces predictive models that do a significantly stronger job of forecasting future brand spend than simply asking how satisfied customers were with their experience. As they rightfully argue, plenty of customers will leave a store completely satisfied with their experience, yet remain entirely unlikely to return based upon an abundance of variables that satisfaction models can’t account for. This results in retailers and service providers who sit befuddled in conference rooms across the country, trying...
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...insightful, educated evaluation of whether it is something worth contributing time, cash and human assets in. (Taylor, 1995) The Customer Satisfaction Survey is a tool which majority of the organizations use to gain feedback with respect to the products or services they offer, Customer Satisfaction Survey can do wonders for the organization since it provides them the specific areas to target to improve their operations or quality of the goods or service they provide. This activity allows the organization to set a benchmark so that in the future they may improve their activity and compare it with the results of the previous survey. This all keeping in mind that the customer actually provides a truthful response to the survey. Now the issue we face is not truthful response of the customers the issue which has arisen is the relevance of the questions asked in the questionnaire to the customer or the importance the customer assigns in his/her mind to each aspect of the product. Our survey is not to analyse the satisfaction derived by the consumption of a good or a service, but this particular survey is based on whether if there is any possibility that if any such elements exist whose absences or negligence in the survey might yield a negative result or have disastrous effect on an organization. 1.2 Problem statement Missing elements in customer Satisfaction Survey 1.3 Hypotheses H1 - it is important to...
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