1.1 Introduction
Smart organisations know that customer service is a crucial factor to success, which helps them maintain existing and gain new potential customers. Good customer service is important, because it helps the organisation to differentiate itself from competitors. Organisations benefit from offering quality customer service to their clients with an increase and profit. Bad customer service chases potential customers to competitors and this cause a bad image to the organisation in the public’s eye. Bad customer service can lead to tarnish the company brand.
Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over a lifetime of the product or service (Naumann,
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If a customer is not satisfied, he or she will be doing business with you. Achieving quality and providing excellent service would be important if your moral objective is to satisfy the customers.
According to Richard (1993), customer satisfaction is the customer’s perception that his or her expectation have been met or surpassed. You buy something and you expect it to work properly. If it does, you are satisfied. If it does not work properly, you are dissatisfied. Now, it is up to the seller to find a way to fix the problem so that you can become satisfied. When customers are not satisfied, they take their business elsewhere.
The study will focus on customer service, exactly at Subdivision: Stores, Stock Management, Ministry of Health, and Social Service. In Finance and Logistics Directorate, Subdivision: Stores and Stock Management that has a list of registered companies in Namibia with Ministry of Finance. The companies that supply MoHSS with products and service will also assist in evaluating the customer service on query sheet.
1.2 The Background of the
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General Stores belong to the Finance and Logistics directorate. General Store is a small warehouse that procures stationeries, cleaning materials, health documents for the directorates Finance and logistics. The study will examine the relationship between the General Stores and its customers. The customers of Ministry of Health and Social Services will be handed questionnaires as a data collection method. The sample size will be 40 respondents in total. This research will help the researcher understand the importance of customer service.
1.9 limitation of the study
1.9.1 Funding
The researcher is a student and the study is not funded. Lacks of finance didn’t allow the researcher to carry out other data collection methods, because they are too costly. The shortage of finance prohibited the researcher to travel where the customers are. The researcher printed limited questionnaires to accommodate the small sample size chosen.
1.9.2
This group of population was chosen as the target respondent because of their ease of accessibility to internet and the nature of company business which require internet access throughout the whole working hours. Every respondent was provided by the company with internet-connected device either a laptop or computer for working purpose. However, any employee who wish to bring internet-connected device such as mobile phone and tablet is allowed by the company as long as they are not connected to corporate network. For a start, the researcher approached the Human Capital Development department of the target respondent, where he sought permission to conduct his research by producing a formal application through letter. The researcher was granted
Unit 4: Impact of the use of IT on business systems Bradfield would want to upgrade the software in IT system to allow employees to progress and develop their work whilst using latest programs. Upgrading the system would allow the computer to run with high quality and would increase the speed of the computer. Quality of work As a manager at Bradfield, it is important that employees produce quality work for the organisation. Having it upgraded would increase the speed which would allow the computers to run faster than before.
In this assignment i will be explaining how focusing on customers and how providing really good customer service is important in retailing. I will also be looking into the various ways customer service and sales techniques have changed in Tesco. To conclude, i will analyse the impacts made from different customer services and sales techniques in Tesco. As my selected business, i have chosen Tesco.
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7. Who are the participants in this research? (generally speaking who is in the sample? men/women, college students, etc.)
Introduction Zappos is an online shoe retailer that started its business in the year 1999. The company later expanded and increased the variety of the products of its business by adding clothing, beauty products, and housewares. The Zappos Customer Loyalty Team Case Study emphasizes on the customer service department and the initial focus the drop ship method. The company also created a brick and mortar storefront to expand the business from online only and increase sales. The management of Zappos took an innovative approach to earn their required return on investment.
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