Customer Service Problems Essay

Reasons for Customer Service Problems

In a world where the customer are becoming all powerful and ever demanding, there is increasing pressure on business managers not only to demonstrate that their activities fulfill customer expectations to the fullest but also that they continue to satisfy customers in the best possible manner. However, due to some current financial and resource constraints customer expectations may not properly be understood or measured and the organization might fail to get closer to the customers and correctly read their expectations. Such misinterpretation of customer expectations can be defined as gaps in service quality.

There are a number of different definitions as to what is meant by customer expectations. According

Assessing service quality and better understanding how various dimensions hamper overall service quality would enable organizations to efficiently design the product or service delivery process. It will also help the organisation to identify strengths, weaknesses, opportunities and threats to ultimately better catering to both internal and external customers. Therefore, any organisation hoping to succeed in a fast paced business environment should bear in mind the above problems, gaps and shortcomings. They ought to attempt to avoid these shortcomings through proper market research, planning, implementation, mentoring, appraisal and continuous

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