Organizational culture is a notion in the field of organizational studies as well as management which defines the psychology, approaches, experiences, views and values (cultural as well as personal) which are dominant in an organization. …
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More specifically, organizational culture is an established set of mutual mental conventions that guide understanding and action in organizations by outlining appropriate behaviour for various circumstances (Ravasi & Schultz, 2006). From organizational values advance organizational norms, procedures, or expectations that recommend appropriate manners of behaviour by employees in specific situations and govern the behaviour of organizational members towards each other. Strong culture is said to occur where staff respond to stimulus because of their placement with the organizational values. In such surroundings, strong cultures aid firms function like well-oiled machines, voyaging along with outstanding performance and perhaps minor modification of prevailing procedures here and there. Equally, there is weak culture where there is slightarrangement with organizational values and control must be implemented through extensive measures as well as a culture of bureaucracy. Research indicates that organizations that nurture strong cultures have clear ideals and values that give employees a motive to embrace the culture. A ‘strong’ culture may be particularlyadvantageous to firms operating in the service sector because members of these establishments are responsible for carrying out the service and for evaluations significantcomponents make about firms. Research specifies that organizations may develop the following benefits from sustaining strong as well as dynamic cultures: Better supporting the company towards attaining its mission, vision and goals High employee enthusiasm and devotion Elevated team cohesiveness amongst the company’s various units and departments Encouragingreliability and inspiringmanagement and control within the company Influencing employee behaviour at work, empowering the organization to be more resourceful (Hofstede, 1980) Businesses are gradually adopting customer-focused business processes to increase competitive advantage. Especially predominant in industries where product offerings and price do not provide adequate differentiation, this new focus compromises numerous assistances. Customer involvement is the battleground, and a business can't triumph with a culture that doesn't truly clasp the concept. Culture can neither be simply forced on a business nor fashioned by flicking a switch. However, there are a few key steps can assistance put a business on the path towards a customer-focused philosophy. To shape your business around customers, an organization should aim to comprehend them, and create a regular discussion. If a business arms itself with the gears to better comprehend your customers, you will be better able to perform in their best benefits. A business’s employees possess great understanding in their customer base and how todelight them. Tap this knowledge base to better appreciate employee views. It is important not to limit this outreach to customer-facing employees only. A customer-focused culture is not just about giving better customer service at the front desk; it is about permeating all the actions as a business with a sagacity of how the customer is influenced by those actions (or absence of them).Corporate culture is a long-term deliberation, and representing that you're truly investing in change will help to drive additional change and involve your employees in the process (Schein, 1985). Customer feedback is not always applauded by employees, so it
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(Customer Service Excellence Essay Example | Topics and Well Written Essays - 1500 Words)
“Customer Service Excellence Essay Example | Topics and Well Written Essays - 1500 Words”, n.d. https://studentshare.org/business/1391733-customer-service-excellence.
To make sure this happens, there is a functional process that takes place within the organisations that supports, motivates and gives power to the employees at all management levels to provide customers a satisfying experience, and this process is known as Internal Marketing (Rafiq, M, & Ahmed, P 1993).
In fact customer service is being looked at as an opportunity to gain competitive advantage. Organizations try to use customer service as their unique selling point. In their effort they try to deliver service beyond the expectations of the customer thereby leading to excellence in customer service.
According to the paper the concept of marketing has evolved over time and customer is given the highest priority by any business organisation in the modern era. A company which is market oriented keeps the customers at the central position and all its business activities revolve around the customers. It tries to align its marketing strategy.
Customer Service Excellence.
In the global economy, various forms of developments are taking place at an accelerating pace and there has been a drastic change in the balance between the company and its customers. The developments of new and innovative technologies along with communication mediums and easy trading among countries have provided multiple choices to the customers.
The effects of poor customer service in reducing the elements of consumer trust would be dealt in the paper relating to companies like Google, Starbucks and the Royal Bank of Scotland. Cases would be presented such that where emergence of problem, wrong business decision and lack of transparency has countered a low customer servicing problem for the companies leading to loss of potential trust among the consumers.
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.
A Crisis of Trust: Importance of Customer Service Excellence in Establishing Trust Part One The customers are considered as the lifeblood of the business industry; therefore, it is important for business organisations to gain their trust and loyalty. In line with this, they employ customer service excellence in order to get and maintain a good rapport with their customers.
Customer services have to be embedded in the vision of a business, with all strategies developed towards satisfying the needs of a customer at the lowest cost possible. Efficient and effective customer service leads to operational excellence. Customer Service and Operational Excellence 1.0 Introduction The vision of a business has to connect with the needs of customers, must have value, has to be clear regarding the future of the business and portray passion in the business.
The conclusion from this study states that the experience changed the perceptions of the customers and made it imperative for them to compare prices of commodities before purchase and follow up after purchase to ensure that their needs are fulfilled and they obtain maximum satisfaction from the products.