Customer Satisfaction of Tom Consultancy Ltd.

by

Table of Contents

CHAPTER 1: INTRODUCTION3

Purpose of the Report3

Study Rationale3

Background3

Aims and Objectives4

Definition of Key terms5

Relationship marketing5

Customer satisfaction5

A policy of quality and customer satisfaction5

Individualized or personalized marketing6

Customer retention6

Confidentiality6

Reliability/Dependability7

Validity8

CHAPTER 2: LITERATURE REVIEW13

Antecedents of Customer Satisfaction14

Expectation Disconfirmation Paradigm14

Current Performance & Customer Satisfaction15

Service Quality & Customer Satisfaction16

Service Quality17

Dimensions of Service Quality21

Role of Employee Prominent & Quality of Service22

Satisfied Employees Tend be More Loyal, Committed and Productive23

Employee Satisfaction is must to Attain Customer Satisfaction24

Suggestions to Improve Employee Satisfaction to Foster Customer Satisfaction24

Measuring Customer Satisfaction25

SERVQUAL Model26

References30

CHAPTER 1: INTRODUCTION

Purpose of the Report

In consultation with Broad of directors of the company, it has been agreed that there's a need to improve the customer service of Tom Consultancy Ltd.

Study Rationale

The main aim of this research is to create an awareness of the importance of providing a quality customer service to our internal and external customers. Internal service is about the duty of care we owe to our external customers in which impact heavily on the quality of service we deliver. This involves everyone in the organisation working as a team whilst looking after the external customers we have to make sure that the internal customers are also looked after in order for the staff to provide effective communication and excellent service delivery. There must be a good understanding of the difference between good and bad service. As a customer and through personal experiences and stories, I have concluded that a good service is an attitude and belief shared by every employee that the customer is most important as they can make or break an organisation. Taking the above into consideration, and in order for the company to be more competitive, it's important for the company to review its customer service standard and take measurable actions in implementing and improving the service delivery to our service-users.

Background

Tom Consultancy is an autonomous company without association to any other firm. It was established in 2006 by its founder Ibironke Rachel Williams. The consultancy employs fully qualified and skilled associate members as sub-contractors for expert spots of work under the supervision of Senior Consultant, Rachel Williams. The firm operates world-wide and specialises in wide range of services for both the public as well as independent sector in Health, Education, Social Care, Tele-communication companies, Hotels and Tourism. We provide administrative and management services, customer services, advisory services, tailored training, system support and coaching to mostly Local governments, we have provided services to eleven London Local Boroughs and three out of London Local Council. We are currently providing administrative and customer care support for the collection of Local revenue to the Royal Borough of Windsor & Maidenhead, our last assignment was the London Borough of Waltham forest. For more details of our services, you can visit our web-site. http://www.tom-consultancy.co.uk. Please note this website is still under construction. The main vision of the company is to continually motivate, inspire and informs our clients, shareholders and employees of the organization bespoke consultation and training experiences.

Definition of Key terms

Relationship marketing is a policy and ...