MANAGEMENT

Customer Service

Introduction1

Discussion1

Task 1: Customer Service Polices1

Reasons for Using Customer Service Policies2

Purpose of Evaluating Customer Service Policy4

Task 2: Communication, Customer Service Provision, & Stakeholder Analysis6

Different Communication Methods & Their Best Effect6

Influence of Customer Service Provision on Customer Perception8

Significance of Stakeholder Analysis in Subway QSR (UK)10

Task 3: Research to Investigate Customer Requirements & Satisfaction12

Assessing Sources of Information on Customer Requirements13

Subway Customers Requirements & Satisfaction Level15

Task 4: Delivering Good Customer Service16

Conclusion19

References20

Customer Service

Introduction

In today's highly competitive and rapidly advancing world, organizations need to be highly efficient and competitive with respect to several areas, including Customer Service. Customer service culture as well as quality service in the business and services environment is much crucial today, and highly considered by businesses, since it is one the key element that provides competitive edge and facilitates in creating value (Dodds, 2003, p.5). One of the key elements that are of great significance to customer satisfaction is effective management of customer feedback, since it provides a chance to the business to provide better customer service to its target market (Burton, 2007, p.121). Thus, quality customer service can make or break the business, and thereby it holds immense importance in order to deliver and understand exact needs of customers. Hence, key to success of any hospitality business is to understand and respond to customer demands and expectations.

Discussion

Task 1: Customer Service Polices

Organizations view their customers as a key priority because they are what drive the demand for services and products. Companies create customer focused perspectives by viewing customers as important, which incorporates the actions; attention; as well as thoughts of a company that are focused on delivering the highest quality products; services; and support. In order to keep up this behaviour, a business usually chooses to develop customer service policies that support and drive the objectives and efforts of a business (Schieltz, 2013, n.d). Thus, development of customer service policies is the life blood for every business.

Those customer service policies that are guided by the principles of knowing needs of customers and delivering it are most successful ones. There can be no concrete customer policies in place in case any issue or misunderstandings arise, when companies have only a vague idea of what their customers need. Furthermore, a company can make better decision, only if they know what their customers want (Zemke & Woods, 1998, p.69). Thus, creating and maintaining customer service policies is really essential for businesses in order to deliver quality service and keep their customers satisfied.

Reasons for Using Customer Service Policies

Customer service policies hold immense importance for businesses as they provide various benefits or facilitate the management in variety of ways. Some of the key reasons of using customer service policies are stated:

Vision: Customer service policies help companies in establishing a vision and a path towards it. As retaining consumers and catering to a target market is significant for many companies, the customer service policies offer the road map for achieving the goals and objectives of a ...