This study deals with the importance of customer service in organisations now-a-days. Technological advancements and its impact on organisational process to increase the profitability of companies through delivery of better customer service have also been discussed in this study…
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Then when the organisations realised the fact that the sales pattern followed by them did not correspond with the consumer needs, then the need for a separate marketing department was realise. It can thus be named as the marketing department era. Next came the marketing company era when the need of organisations to focus on its customers to achieve its goals was realised. Hence, customer is given the highest priority in any of the marketing activities followed by the organisations. Customer Relationship Marketing Relationship is vital to the marketing process and the companies are now focussed on relationship marketing which helps to create, maintain and build a strong long term relationship with the stakeholders of the company including its customers (Palmatier, 2008). The area of relationship marketing has been an area of focus for the last few years. Relationship marketing mainly puts emphasis on the retention of customers rather than acquiring new customers. It heavily stresses on the process of customer satisfaction and gives less importance to sales transactions. Relationship marketing, to a large extent, differs from that of the traditional forms of marketing. Relationship marketing mainly gauges the importance of long term relationship with a customer. Some of the eminent scholars identified that practicing relationship marking will help the company to convert a normal customer into a loyal customer. The loyalty factor in turn offers the company with new sales opportunities through repeat purchase (Food and Agriculture Organization of the United Nations, 1986, p. 234-235). Importance of Customer Service Customer service can be considered as the relationship that an organisation develops with its consumers or customers. It includes the provision of...
The facts and analysis presented in this report suggest that most of the business organisations in this modern era are customer oriented. Any company which is market oriented is found to focus on all their business activities keeping the customers at the centre. The business activities are performed in such a way that it corresponds to the specific needs and wants of the customers. This process leads to the increased satisfactions for the customers and once the customer becomes happy it can be expected that they would continue their relationship with the organisation and would like to have the same product in future. This increases the customer trust and loyalty and helps the organisations to have a sustainable growth in future. Concept of marketing is not new and it has evolved through various stages.
This paper makes a conclusion that the companies are now focused on finding products for the customers and not finding customers for the products offered by them. Technological advancements are also having a significant impact on the ways in which customer services are provided by the organisations. Technology has helped to provide customer service in a timely manner and the companies can now provide greater satisfaction to their customers. All these facts suggest that customer service is the most important aspect for any business organisation in order to ensure its profitable and sustainable growth in future.
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(“Customer Service Excellence Essay Example | Topics and Well Written Essays - 2000 words”, n.d.)
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Customer Service Excellence Essay Example | Topics and Well Written Essays - 2000 Words. https://studentshare.org/business/1401904-customer-service-excellence.
“Customer Service Excellence Essay Example | Topics and Well Written Essays - 2000 Words”, n.d. https://studentshare.org/business/1401904-customer-service-excellence.
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. It has been described as ‘the precise collection of principles and norms that are mutual amongst people and groups in an association and that regulate the way they network with each other and with stakeholders outside the business’ (Hill & Jones, 2001).
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.
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.