The Customer Service Methodology: Case Study

The Customer Service Methodology

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n any given business, customer service is the methodology of guaranteeing consumer loyalty to a product or service.

Frequently, customer service takes place while performing an exchange with the client by making a deal or giving something back. It can take the manifestation of an individual connection, a telephone call, or by different means (Wikipedia, 2015).Customer service is extremely essential for keeping up continuous customer connections that are directly linked to income. Therefore, numerous organizations have endeavored to expand their consumer loyalty levels. According to the “TNT” case study (2015), a proper customer service prompts consumer loyalty and satisfaction. Content clients are more loyal

On the subject of training and development, not only will positive outcomes affect the business course of any organization but they will also limit the drawbacks that may results from it. Torrington, D, et al. (2011) tells about the disadvantages that may occur during this process and highlights the negative sides by showing the reasons and facts. The issue starts by “Cost”, one of the major potential obstacles. Hiring a coach or outsourcing a mentor can be a financial burden on the business. However, sending employees for seminars is probably more economically feasible.

Secondly, “Qualifications”. If the employee is exceptionally skilled at his/her occupation, you may believe that he/she would make a decent coach for new workers and therefore grant them a qualification. Unfortunately, this doesn’t apply to all employees.

Thirdly, “Time Necessity”. Numerous organizations only dedicate a little time to preparing new workers. This could result in employees not having all the necessary skills they need in order to beneficial to the organization. The mentor or coach may need to accelerate training and skip a percentage of alternate assignments that additionally need to be seen by the

TNT management doesn’t stop continuously monitoring its own protocols and internal procedures. Even more, it sets particular performance indicators to measure the levels of customer service and all the elements that surround it, otherwise known as “Key Performance Indicators” or “KPI’s”.

KPI is “A set of quantifiable measures that a company or industry uses to gauge or compare performance in terms of meeting their strategic and operational goals.” (Investopedia, 2015).

Through KPI’s, TNT can evaluate its own customer service process, enhance productivity, fill the gaps, increase the shipments volume, reduce costs, monitor its expenditures, evaluate its employee performance, provide a collaborative and mutual relationship with suppliers and logistics and, most importantly, increase