Coordinate Implementation Of Customer Service Strategies

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Coordinate Implementation of Customer Service Strategies

Coordinate Implementation of Customer Service Strategies

Note: The answers to this assignment are provided in the same sequence as that of the questions appearing in the case study.

[Ans. A] Customer service strategies that could improve customer relationships and satisfaction levels are of utmost importance if any kind of business is looking to increase their brand value and sales volume. Thus, Nash & Susan (2005) have greatly stressed on the importance of the managers to become the 'key change agents' in their organization to effectively introduce and implement customer relationship management strategies. They profess important practices such as the understanding and communicating the company's goals, missions and values along with the future objectives of the organization must be shared with all its employees. In addition, it should be made clear to all the employees especially the customer representatives of the importance of assisting and prioritizing the customer over any other chores or task, is mandatory and of utmost importance. Moreover, a relevant and comprehensive customer relationship strategy must be developed through the insights gained from the interactions with the customers themselves. Moreover, Nash & Susan (2005) claim that in order to ensure effective implementation of any one of these strategies, the manager must first ensure that he recruits a suitable and experienced customer representative staff. The manager can do so by keeping key aspects such as their technical competence and ability, their experience level and of course, their communication skills and personalities. Thus, to insure that suitable candidates are selected some of the suggested procedure Nash & Susan (2005) recommend for doing so, which is to first built a proper job analysis. The second step is to conduct screening tests, interviews and assessment centres, so that a candidate's abilities and endurance level could be better judged and lastly, that the whole process is objectively carried out.

Conversely, Backer (2007) presents seven ways to attain customer satisfaction by providing quality customer service. The first method states that the business such as City Sounds should always make the endeavour to exceed their customer's expectations by delighting them on each of their visit to the music store. The second method described by Backer (2007) states that constant and periodical surveys must be carried out about the customer's experiences at the store and their given feedback should be used to gauge and identify any types of changes that occurred in their tastes and preferences, and which eventually may have an impact on their interaction with the City Sound. The third step mentioned includes ensuring that the very first personal interaction with the customer or by the customer easily determines or influences their choice to purchase the goods or also determines if they will return to the store in the future or not. Thus, this first interaction must be positive and leave a strong lasting impression upon the customer. The fourth step mentioned by Backer (2007) states that the customer representative staff of any store or retail outlet must be courteous, helpful and approachable ...
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