CUSTOMER SERVICE

Customer service

Customer service

Introduction

Customer service is the most direct tools we use for building up loyalty, attracting repeat business, generating word-of-mouth and boosting our profits" (Cole 2001, p307). Statistics studies Shows 80% of the business sales are coming from 20% of the customers. Providing customer with excellent services that gain their loyalty is the most vital element for a business to survive in today's extremely competitive markets.

Develop a customer service plan

High quality customer service comes with the support of a good customer service plan. Clear mission and vision statement is what each organization must have to define their own identity. In this case I make my as:

Mission

"To continually improve our self and provide customer with sensational service"

Vision

"Through the relentless pursuit of excellence, we will be the most preferred hotel accommodation service in UK"

There are 6 major planning steps involve in the making process of the customer service plan, they are:

Establish a realistic goal and targets

List all the things that will need to happen in order to achieve the goal.

Sequence the activates involve in the process

Communicate the plan to those who will be involved

Implement the service plan

Check and monitoring the result

Discussion

In The Case of the Complaining Customer, the company implemented a new system that was designed to improve business by simplifying orders and reducing down time.

Presto Cleaners introduced a new method of operation that would allow for faster and easier service. The changes put into effect were a culmination of research data and customer input. The environment in this case was the cause for the change in the system. The customer, a very important part of the environment surrounding the system, is whom the company endeavors to satisfy. Therefore, customer feedback concerning quality and efficiency of service was crucial in the planning of a new system.

Presto Cleaners' environment necessitated a system change to accommodate growing customer demands and to ensure future successes. The simple fact is that, every customer cannot be pleased all of the time. Reorganizing and upgrading systems is inevitable and ongoing, as customer needs change. Though, once the service is improved or enhanced to better serve the customer, it is unavoidable that there will be some customers who will not feel they have benefited by this change and so the whole cycle continues.

Therefore, we know that the environment caused the system to change.

What are the real and stated objectives of the system? The problem that occurs is the ...