Customer Service Operations of University - Essay Example

Comments (1) Cite this document
Expectations from a service not taken before need to be clear. As customers, we need to know what is expected from the service provider. It is not mandatory to experience the service beforehand and document a list of expectations. …
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER99% of users find it useful
Customer Service Operations of University
Read TextPreview

Extract of sample "Customer Service Operations of University"

Download file to see previous pages A university’s customer care viewing from the student perspective segregates it to a B2C service. As a student we expect and we need to know whether the facilities offered by an educational organisation are average or excellent. One can not judge and have some idea about the services through public events and television. Some happenings could be out of the control. Customer care of the University needs to develop the expectations of the student community and carefully manage their perceptions as well. Service cues cannot be same as can be for any other industry sector, for example hotel and restaurant experience (Johnston & Clark 2008).
Therefore, expectations need to be defined to know the quality factors a university needs to set up. The components of expectations need to be comprehended to functionalise customer expectations so that quality parameters could be structured and offered in required levels of quality. It would also help in creating such tools that map customer satisfaction (Johnston & Clark 2008).

Service quality factors, according to Johnston & Clark (2008) can vary for different organisations but at least 18 quality factors have been zeroed-in on the basis of wider application of the quality parameters.
These factors, which are identifications of prior expectations, include: Access. Service offering address should be reachable easily and the road leading to the destination should be free from the roadblocks. Aesthetics. Parts of the service offering should be admissible and soothing to the customer; it includes the look of the building, its surrounding area and services offerings including offered products and staff. Willingness to help. It should be offered by the contact people to the customer and indicate interest of the service provider in attending to customer needs. Availability. Here it not only implies availability of service facilities, staff and products to the customer but the reasonable ratio of staff to the needy customers. Products availability should also be sufficient in quantity and variance to be shown to the customer. Care. The customer expects fair and sympathetic treatment, and extended patience of the staff to make the customer feel at ease emotionally. Cleanliness. The facilities the customer approaches need to be well managed from environment perspective. All physical parts of the service offering including goods and personnel come in the scope of cleanliness. Comfort. It comes with the arrangements made by the facility for the comfortable stay of the customer while visiting the facility. Dedication. The attending personnel’s perceived dedication in attending to the customers and doing their job proudly and with apparent activeness and completely. Communication. The servicing staff need to communicate with the customers in such a way that help the customers comprehend what is conveyed. Communication needs to be correct, clear, concise including both written and spoken language used in providing the required knowledge and at the same time listening thoughtfully to what the customer wants to convey. Competence. It is related to the expertise required in accomplishing the service as per customer needs. It requires following the right processes, exact delivery as per customer inputs, extent of service or product information shown by the contact personnel, offering suggestions and ability of the staff in doing the job nicely. Courtesy. It is related to the behaviour of the concerned staff in attending to the customer issues, which should not be interfering sort of. Flexibility. Readiness on the part of the customer service to mould the service as per customer needs. Friendliness. Attitude of the customer service representative needs to be welcoming and body language of the concerned ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Customer Service Operations of University Essay”, n.d.)
Retrieved de
(Customer Service Operations of University Essay)
“Customer Service Operations of University Essay”, n.d.
  • Cited: 0 times
Comments (1)
Click to create a comment or rate a document
tavarescrooks added comment 7 months ago
Student rated this paper as
Wonderful work done on the %topic%. I think it is the best text I have seen so far.

CHECK THESE SAMPLES OF Customer Service Operations of University

Business management: Customer Service Operations and Excellence

...?Business Management: Service Operations and Excellence Service Quality and s Satisfaction in Academic Libraries: The record of human experience and the intellectual and physical access to that recorded and collected in Libraries. In the academic libraries, the scholarly communications are preserved with great responsibility along with the primary resources which are usually based and dependant on scholarships. However, the library makers determine how to develop and evolve the expectations that are needed for the library services and materials. Even though the practices of a library are changing they are still based on a commitment to service. If the...
8 Pages(2000 words)Coursework

Customer service

...are structured, enacted, and modified, as well as the impact of these structures, enactments, and modifications on individual, group and organizational outcomes” (Grant 2009). by constantly improving itself by employing management productivity methodologies and tools. Briefly explain the position and type of work environment.  The position is a front-liner Customer Service Professional of a major credit card company. To be specific, the position is in a call center operation of the company answering phone-in inquiries, complaints and resolutions and specific concerns from the customers. The work also involves a 24/7 whole year round the clock operation...
3 Pages(750 words)Essay

Customer Service Operations and Excellence

... Service Operations and Excellence “The goal as a company is to have service that is not just the best but legendary”. Sam Walton, Founder - WalMart Introduction Service operations management is concerned with the management of services within organizations, and since customer is the central aspect of all businesses, effective management of the same is not only crucial but inevitable for organizations. Due to globalization, the marketplace today has expanded considerably, transcending beyond geographical boundaries and in various service oriented spheres such as education. In such a highly competitive environment, retaining customers is of supreme significance. The same can be achieved through effective customer service operations... . The...
8 Pages(2000 words)Essay

Customer Service

.... The shift is intended for the sole purpose of meeting, if not surpassing customer expectations. Customer service provision requires the co-operation of all levels of management within the organization. Achievement of excellent customer service is guided by tools and principles. The tools are the so-called ‘hard’ aspects of customer service. They include the analyzing systems of an organization’s performance using a wide array of analysis tools and the presentation of these in a way that all the stakeholders using the information can understand that when recommendations are applied, it would lead to...
7 Pages(1500 words)Research Paper

Customer service

...?McDonalds The service process type McDonalds has established itself as the world’s most popular and best known quick service restaurant. This chain of fast food restaurants has been there for about half a century and has captured the world with its healthy food, hygienic environment and universally approved taste. To achieve such excellence they have climbed the ladder gradually and with much care taking all aspects into account. McDonalds has never compromised on quality, customer satisfaction and employee loyalty and comfort. McDonalds is one of the world's ruling entrepreneurial success stories and have reached about 30,000 locations, in more than 120 countries around...
8 Pages(2000 words)Essay

Customer Service Operations and Excellence

...? SERVICE AND OPERATIONAL EXCELLENCE BY u1056181 PRESENTED Table of Contents Table of Contents 2 3 0 Introduction 4 2.0 Service Process at BOI Bank 4 2.1 Service Background 4 2.2 Service Blue Print 5 2.3 Points of failure 6 3.0 Determining service Quality 7 3.1 ServQual and Walk through Analysis 7 4.0 Improving service 8 4.1 Effects of changes to Supply Chain 9 5.0 Conclusion 10 6.0 List of References 11 7.0 Index 1 13 Abstract Customer service is critical in ensuring the success of a business. Customer services have to be embedded in the vision of a...
8 Pages(2000 words)Essay

Customer Service Operations & Excellence

...?Marketing Analysis of the Edge Restaurant Introduction: The Edge Restaurant The Edge is one of the most popular restaurants situated in the campus of East London University. The restaurant is popular among the youth and is located in the Dockland Campus of East London University. The target customer base is the college and university students (Disabledgo, 2013a). It is regarded as one of the main restaurants in the Dockland campus and its high food quality sets it apart from the other restaurants like Cafe on the Green and The Buzz Bar at the Duncan House Refractory. Service Packages offered by The Edge Restaurant Service Packages also known as “A bundle of goods and services with information that is provided in some environment... the...
8 Pages(2000 words)Essay

Customer Service Operations offer. With a variety of other papers that revolve around the theme of customer satisfaction and banking services, it is imperative to mention that there is still a lot of scope for research in terms of finding niche markets and catering to customers from these areas with a focus on need specific programs. Customer Satisfaction - Conception and Implications Customer satisfaction may be defined as that sphere within an organisation's operational area where the transmission of information and services with a focus on time and quality takes place. Customer satisfaction is an important tool with which it...
8 Pages(2000 words)Term Paper

Customer Service

..., and the manufacturing process. He shows the content label or any other tag attached to the merchandise and volunteers information on care of the product. External Customers Corporate Tourist and Travel Agencies Common Public Educational Institutions Characteristics and Needs Consider the customer who says he/she wants an inexpensive car. The marketer must probe further. The marketer can distinguish among five types of needs: 1. Start needs (the customer wants an inexpensive car) 2. Real needs (the customer wants a car whose operating cost, not its initial price is low) 3. Unstated needs (the customer expects good...
16 Pages(6250 words)Assignment

Customer Service

...small things that contribute to either success or failure of customer service department. When conducting out customer service improvement programs, such minor things should be given priority as their cumulative effect is significant. References Hall, R. (2013). Patient flow: reducing delay in healthcare delivery (Vol. 206). Springer Science & Business Media. Miller, C. L., Druss, B. G., Dombrowski, E. A., & Rosenheck, R. A. (2014). Barriers to primary medical care among patients at a community mental health centre. Swayne, L. E., Duncan, W. J., & Ginter, P. M. (2012). Strategic management of health care organizations. John Wiley & Sons. Tvaryanas, A. P. (2013). Lets...
3 Pages(750 words)Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Essay on topic Customer Service Operations of University for FREE!

Contact Us