Customer Service Excellence - 4474 Words

CUSTOMER SERVICE EXCELLENCE Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible. Service firms are increasingly using customer service to develop sustainable competitive advantage – through value generation as well as differentiation. This†¦show more content†¦The model is indicative for the service marketer of the requirements for providing high quality service. †¢ Knowledge gap – This is the difference between customer expectations and the service firm’s perception of the customer’s expectations, needs etc. †¢ Standards gap – This indicates the difference between the service provider’s perception of the customer’s expectations and the customer service standards it set. †¢ Delivery gap – This is the difference between the firm’s service standards and the actual service provided to customers. †¢ Communication gap – This is the difference between the actual service provided to customers and the service promised in the firm’s promotions and external communications. According to the model, the four gaps add up to the service gap. It implies that a method to reduce the service gap could be to reduce the four gaps, called the company gap. Knowledge Gap Standards Gap Service Gap Deliver Gap Communication Gap Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, â€Å"A Conceptual Model of Service Quality and Its Implications for Future Research,† Journal of Marketing, 49 (Fall 1985)Show MoreRelatedService Excellence and Customer Satisfaction616 Words   |  2 PagesService excellence is when a customer leaves a business happy. Good service is when something is done for you correctly in a timely, pleasant, hassle-free manner. Excellent customer service to me is being attentive to the customer’s needs, smile, and call other stores, being personable and upbeat, going the extra mile, and ALWAYS asking the customer questions. Servicing customers. Like helping. And interacting with the customers. Customer service means acknowledging the needs of the customers theirRead MoreCustomer Expectation Through Service Excellence1758 Words   |  8 PagesParty Rental Ltd began as a secondary line of business for Oprandy’s Liquor store in Englewood, New Jersey. Oprandy’s provided an additional service to customers who were picking up wine and beer for their house parties by renting tables, chairs, and glassware. In April 1972 it was expanded into a larger scale rental business with more appropriate items. A year later they moved into a 10,000 square foot facility. In august 2006, it was relocated to a 350,000 sq. foot corporate headquarters in TeterboroRead More25 Activities for Customer Service Excellence16252 Words   |  66 PagesActivities for Customer Service Excellence Peter R. Garber HRD Press, Inc. †¢ Amherst †¢ Massachusetts Copyright  © 2005, HRD Press, Inc. The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions: Reproduced from 25 Reproducible Activities for Customer Service Excellence, by PeterRead MoreCommunicating With Customers : A Blueprint For Service Excellence3004 Words   |  13 PagesCommunicating with Customers: A Blueprint for Service Excellence! Course Objectives The steps we will outline in this course are designed to provide a blueprint of sorts to achieve service excellence in any business. Although written for customer service representatives, this course will benefit anyone who serves customers of any type. We will review the most common causes of customer dissatisfaction and provide you with specific solutions to provide the best possible service to your most valuableRead MoreSample Resume : Customer Service Excellence Course1834 Words   |  8 Pageslearning@cciwa.com Subject: Customer Service Excellence Course Dear Sir I looking forward customer service improvement course a short course for training staffs of organisation. Please inform me If you have the training course and identify of starting date, time, location and the training costs you charge for per person? I hope your contact me as soon as Best Regard, Part D: Report Summary of meeting 1. Staff training need †¢ Increase motivation and engagement Yuko cause customer service has a big impactRead MoreNetjets -Customer Service Excellence. Ncfe Lovel 32305 Words   |  10 PagesNCFE Level 3 Customer Service Excellence UNIT 1 Task 1 Why Is Service Excellence Important To Your Organisation? Netjets is a worldwide network of shared aircraft. This is defined as fractional ownership. Customers make a large investment in a share of a private jet. In relation to the size of their share, they receive a number of hours flying per year, and they own that asset, the value of which can go up or down. The customer is also liable for management fees and an occupied hourly flyingRead MoreExcellence in Customer Service Organisations Often Fail to Get Close to Their Customers and Correctly Read Their Expectations2172 Words   |  9 PagesBSBCUS501C Work Related Project Question 1 Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. Other reasons for customer service problems include: * not listening to or collecting information from customers * poor, or no, focus on the actualRead MoreAutomotive Technician Needing Computer Based Training1366 Words   |  6 Pageshiring and training automotive technicians. It is a partnership of highs schools and colleges with dealers all around the country to fulfill the many open service positions by preparing students for entry level positions at dealerships. (Gater) One of the major benefits of this program is you get real life work experience by listening to customers and working on their cars, with a mentor by your side, and you get to have an 8 week paid summer. The next step in the education process isRead MoreHow Companies Target Specific Customers1110 Words   |  4 Pagesin attracting the right customers by differentiating themselves from competition. Customer value proposition (CVP) is the essence of that strategy (Noreen, Brewer, Garrison, 2014) which helps the company to deliver value aligned with the organizations strategy to its targeted customers. Customers therefore infer that product as high value while purchasing and perceives that this value creates a reason for him or her to choose it over a competitor in the industry. Customer Value proposition statesRead MoreLatest Technology Used Today s Customer Service Operations Essay1273 Words   |  6 PagesLatest technology used in today’s customer service operations. 1. AnswerHub: AnswerHub provides the required portal community platform forms of self-service to its clients and the knowledge-based Q A. It allows customers to easily ask questions to experts, in the efficient way, and the only place to find the answer. Features like the quick resolution idea, individualisation and analysis of community involvement and help customers with the ability to improve. Company can use this software to improve