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Bad Customer Service

1136 Words5 Pages

Smart organisation 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.

According to Naumann (2011), customer satisfaction is define as the state of mind that customers have about a company when their expectations have been met or exceeded over a lifetime of the …show more content…

Customers want topnotch service and value for their money for the service/product purchased. Quality customer service is no more regarded as an advantage. To survive in the industry one has to be the fittest amongst fierce competition. Organisations that conserve a strong customer relationship and are passionate to their customers overcome any obstacles faced. The customer bring changes to an organisation once their opinions are heard. Without a doubt, customers prefer buying from companies that goes “the extra-mile” for them (Teh, 2007).

According to Daffy (2011), mentioned that high staff morale, low staff turnover, high repeat purchase levels, long customer retention level, relatively low promotional costs, relatively low cost of sales, high numbers of referrals and recommendations, middle to high prices compared with competitors, relatively high profit levels are characteristics of good customer service. These type of rewards should be established through providing exceptional levels of customer service. Therefore, making your customers go “WOW” about your service levels is not only great for them, but also good for your …show more content…

As the largest organization in Malaysia, the quality of customer service government agencies provide has a tremendous influence on public perceptions of the quality of the public service (Agus, Barker & Kandampully, 2007).
1.4 Purpose of the study
The main purpose of this study is to evaluate customer service and customer satisfaction in government institution, specifically at Stores and Stock Management, (Ministry of Health and Social Service). The research will reveal which customers are happy /satisfied and dissatisfied with the customer service currently provided. This research further explores why customer service is important in government institutions and what benefits government institutions can benefit from customer service. In particular, the Subdivision: Stores and Stock Management that deals with clients on a daily

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