Customer Service
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Customer loyalty pays off enormously in a variety of ways to firms that invest resources in measures designed to build customer relationships. Customer loyalty has become a means of profitability, brand distinction, and enhancing product/service value in an era of increased competition, increasingly sophisticated and demanding consumers, and a sluggish economy. For many companies today, customer service is the only means of achieving competitive advantage because of competitor similarities in promotion, product, and pricing. In today’s technologically driven business environment, data mining, obtaining customer information, and a host of other measures being utilized are designed to help companies better serve individual customers. As one customer relations specialist notes of the current trend among businesses, “All companies, regardless of what they sell, are seeing themselves as service providers. As obtaining information and distribution of products become easier, the differentiation businesses can make is how well they can serve their customers. What is known about the customer can be turned into a competitive advantage” (Turn 3).In designing an effective customer service implementation strategy, organizations need to understand their customers, their employees, their goals, and their culture. All four of these elements are critical to successful implementation policies of organizations that deliver top-n
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hone system. When they do reach someone allegedly responsible for providing service, they are told many times that it must be the broadband provider or someone other than they – even though they are the ones who sell you the broadband provider service. Such tactics often spell doom for customer service levels, and experts argue this is one of the fastest ways to displease customers (perhaps why AOL is in such economic trouble). As Adrian Thompson notes, “There’s nothing more annoying for a client than being passed from person to person, or not knowing who to complain to” (1-2). This is why a clearly defined customer service policy must be implemented to all employees, vendors, and customers. As Thompson confirms; “Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance – make sure your customer service policy is present on your site or at your location” (2).
Employees
The employees are the “second-to-the-king” people referred to by Michel Bon. Without having employees who are motivated to deliver optimal customer service, there is little chance for policy implementation to succeed. Employees must clearly understand organizational goals with respect to customer service via cle
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Some common words found in the essay are:
INTRODUCTION Customer, Michel Bon, Bob Susan, Northwest Airlines, Culture Fargo, Understanding Customers, customer service, Spittle Trueba, H01 Corporate, Marshall Wilmot, Organizational Goals, corporate culture, service strategies, competitive advantage, customer service strategies, customer service policy, levels customer, service policy, levels customer service, organizational goals, business environment, implementation strategy, customer service priority, top priority, customer service strategy,
Approximate Word count = 1945
Approximate Pages = 8 (250 words per page)
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