Customer service is vital for establishing and maintaining a loyal customer base. An excellent customer service culture is an essential part of a successful business or organisation. Quality products and competitive prices will take the back seat if your employees do not meet the expectations of your customers. Retaining customers will become a headache with rude and inexperienced customer service staff, ultimately leading to a drop in sales. Existing customers will take their business elsewhere, why patronise an organisation that has no regards for its customers?
So, how do you build an excellent customer service culture in your organization? We will bring you through the four pillars of excellent customer service – Trust, Communication, Empowerment and Training. …show more content…
In order to build a culture of excellent customer service within your organisation, it is just as important to give an equal amount of attention and emphasis on empowering your employees to meet the set standards.
Employees should have a certain level of autonomy and the right repertoire of skills to determine the best possible customer service to be provided to a customer. Set and define the service standards expected from your employees and then equip them with the power and skills that will allow them to meet customer needs in the best manner possible.
Ensure that your employees are well aware of the company mission, vision, goals and policies of the company. This will allow them to understand what the company stands for and how their actions and interactions with customers will affect the company as a whole, giving them the confidence to give the best they can to help the company achieve its goals and targets.
Employee empowerment is a two-way street – your customers will enjoy reap the benefits of excellent customer service while your employees will achieve job
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What our company needs is an increase in customer lifetime value. We can do this by building long term relationships, creating strong brand loyalty, using the right incentives to attract new clients and incentivizing current customers to retain them and offering superior customer service. To build strong term relationships the company has to stop thinking short term, but focus on long term lasting customer relationships. We have to be honest; although our main job is to sell we should not treat our customer as pay cheques.
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.
Culture Paper: Costco Businesses no matter what the size always have a structure or a way to organize goals and tasks to make sure the individuals working for the company can succeed in every need in every way. Costco is a company that has a goal regardless of the situation, and that being said I’m going to explain a little more in depth about the company’s culture and structure. When working for a company the first thing to take into consideration is how they treat employees. Not a single person would want to wake up day after day, only to dislike the job they spend at least 30 hours a week at.
I wonder if customer service is a just a word or an actual mission for retail and customer based businesses. One thing is sure at Kudler Fine Foods customer service is the mission and our goal. With that being said there are many variables to just deliberately delivering quality customer service. Specifics like, caring, joyful, and positive personalities are required in order to carry an appropriate customer service experience. One way to ensure that our personnel is providing the right customer experience is to provide incentives to those who go above and beyond.
NAME – HARJIT SINGH ID- ND14511 Marketing is communicating the value of a product, service or brand to customers, for the purpose of promoting or selling that product ,service , or brand. The main purpose is to increase sales of the product and profits of the company P 's Marketing Product-product are the goods and services that your business provides for sale to your target market. When developing a product you should consider qualiy, design, features, packaging, and customer service.
The sector is witnessing a radical change as traditional retail markets are replacing with new formats such as discounts stores, departmental stores, hypermarkets, supermarkets etc. In this competitive environment the retailers are more forced to concentrate towards Customer service & their satisfaction. In retail stores, the customer service is includes like counter service, billing the products, offer explanation to customers, providing them coupons, explain the product
There are many different definitions of workplace culture. Charles Handy an Irish author/philosopher specialising in Organisational Behaviour and Management famously said that, “Culture is the way we do things around here,” but if someone was on the outside looking in how would you explain that to them. Would you have to be working there a long time yourself before you could see “how things work around here”. Because culture in an organisation is what makes it unique, it’s the personality, the attitudes, and the way we interact and relate to each other these are the things that attract the best and Brightest talent to a company. So, if an organisation has a “strong, positive, clearly defined and well communicated culture with strong core values” (Deloitte) that company is onto a winner.
ii. Empowerment through involvement, in this case management gain through reflecting on employees’ experiences, ideas, and suggestions, for example team briefings. iii. Empowerment through commitment that leads to increased commitment to goals and employee job satisfaction, for example, profit sharing schemes and job rotation. iv.
Superior quality and innovation are important to achieving superior customer responsiveness. The ability to satisfy the needs of your customers will allow for your company to stay ahead of your rivals. Customers will be more likely to choose a company if they feel like their voice or opinion is being heard. Another part of this building block is the customer response time. Customers want their products quickly, so ability to deliver the product or service at a quicker rate is important.
This report will discuss the use of Six Sigma as an approach to improving business strategies and developing an organisations perceived “excellence”. It will investigate the criteria and definitions of the European Foundation for Quality management (EFQM) and assess the advantages and disadvantages of combining Six Sigma with the EFQM business model. 2 Introduction EFQM is a non-profit foundation that strives to assist organizations in creating an environment in which they can thrive in the field of “excellence”. The EFQM business model offers an outline that encourages collaboration and innovation between different businesses, sharing ideas and best practises to be able to compete on a global scale . This rounded and open approach means
The employees act as the public face of the company. It is not the leaders of the company but the employees, who interact with customers & clients on a daily basis. Imagine a situation in which you work at customer care centre. The office where you work from is in a bad condition, over crowded & your manger also is very rude. The workplace is basically filled with negativity.
Specify organisational standards of customer service So the customer segment of the Ritz-Carlton is a wealthy clientele who has very high expectations since they use to get upscale products because they are ready to pay more to have more. Therefore, the differentiation of the Ritz-Carlton is made on an efficient and effective customer service. As we know the needs are general but the wants are specific, so the companies have to make the difference so as to become the customer’s wants. For example, customers will need to book an hotel room but some customers will want to book an Ritz-Carlton hotel room.
Within this critical literature review, the article which will be under analysis is “low- income families and coping through brands: Inclusion or stigma?” which was written by Kathy Hamilton in 2012. The article concentrates on the coping strategies used by single parents and low-income families to avoid stigmatisation and threats upon their social identities. Therefore, to avoid stigmatisation these low-income families may take part in conspicuous consumption where families may spend a lot of money on luxury goods to make themselves look better, which can give them a sense of economic power and acceptance within society. However, due to the rise of ‘chav’ culture surrounding single mothers, it can be much harder to move away from stigmatisation,