Nobody downloaded yet

Customer Service Excellence - Essay Example

Comments (1) Cite this document
Summary
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…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER95% of users find it useful
Customer Service Excellence
Read TextPreview

Extract of sample "Customer Service Excellence"

Download file to see previous pages Further theoretical insights would be rendered in terms of understanding potential service strategies that needs to be developed or followed in by organisations to gain an enhanced space in the target market for its products and services. The Case of Google The level of consumer trust for the online services rendered by Google in terms of operating as an effective search engine and faster networking site has countered problems owing to the failure of the company to sustain the parameter of privacy. Google is found to have entered with a contract with another online advertising firm DoubleClick thereby servicing the same with encrypted information relating to the Internet Protocol or IP Addresses of the users through their clicking on the search engine to retrieve results. This activity of the concern is taken as a breach of trust for the user base spread around the world in that the company failed to inform the same about the reason for their merger with DoubleClick. Moreover the organisation looking after elements concerning electronic privacy also mentioned about the same as a case of deception in trade practices for the online company. This case strongly reflects in how the deceptive practices of Google in terms of its merging with the online advertising company happens to potentially disturb the privacy of users in terms of conducting online surfing. Thus the level of trust for Google actively declines in the online user sphere (Pasquale, 2010, p.405). The Case of Starbucks The case of Starbucks also reflects a reduction in the level of consumer satisfaction and trust in savouring coffee preparations from its different outlets owing to reduction of focus on customer servicing standards. Starbucks is found to focus on moving over to an opening spree where it focuses on opening a large number of different outlets spread along a small region. These large number of outlets created in a closed network tends to increase the level of competition between the different outlets thereby cannibalising its own sales and consumer force. Moreover the company is also found to focus on diversifying into sales of compact discs such that the initial focus of the company on developing its coffee brand goes for a toss. Thus other small coffee brands operating in the same sector are found to gain the lead over Starbucks to help gain over cultivating a larger market share. It is also found that the brand identity of Starbucks in the coffee market is easily copied over by other firms like McDonald’s and similarly by Dunkin Donuts in terms of enhancing their product and service portfolio. This fact adds to the problem of the company in failing to sustain the consumer trust and loyalty (Smale, 2008). The Case of Royal Bank of Scotland (RBS) The case of Royal Bank of Scotland reflects that how the banking corporation happened to strike on a low customer servicing event owing to the emergence of a software problem. The software of the bank was held for up gradation matters that in turn created a problem for the bank executives in servicing the needs of its customers pertaining to banking transactions. The ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Customer Service Excellence Essay Example | Topics and Well Written Essays - 2250 words”, n.d.)
Retrieved from https://studentshare.org/business/1403410-customer-service-excellence-a-crisis-of-trust
(Customer Service Excellence Essay Example | Topics and Well Written Essays - 2250 Words)
https://studentshare.org/business/1403410-customer-service-excellence-a-crisis-of-trust.
“Customer Service Excellence Essay Example | Topics and Well Written Essays - 2250 Words”, n.d. https://studentshare.org/business/1403410-customer-service-excellence-a-crisis-of-trust.
  • Cited: 0 times
Comments (1)
Click to create a comment or rate a document
le
lennieebert added comment 11 months ago
Student rated this paper as
This essay was always my weak point. I could never complete it successfully. Still, after I found this precise paper, I understood how it should be done. So, I performed my research afterward and completed the essay in several hours, instead of days as it was previously.

CHECK THESE SAMPLES OF Customer Service Excellence

Customer Service Excellence

... denoting 'tiny male genitals'. If customer service standards are to be combined into the business with any expectation of buy-in from staff then they must be involved in the process of development. It would be advisable for the businesses to integrate employees in the development process as early as possible (McGuire & Stephen, 2003) The trial for many businesses is the discrepancies of customer service delivery that happen within an organisation. Too often customer service quality can vary between outlets, branches as well as countries, and this can generate real challenges in upholding a reputation for excellence. By rolling out a high-impact customer service training programme, reinforced by explicit Customer Service Standards... ...
6 Pages(1500 words)Essay

Customer Service Excellence

...? service has always been the prime concern of most marketers but in the wake of economic downfall, this has gained more importance. This isbecause costs have to be contained while service cannot be compromised with. Besides, one satisfied customer translates into more customers. 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...
11 Pages(2750 words)Essay

Customer Service Excellence

...? SERVICE EXCELLENCE Table of Contents Introduction 3 Evolution of Marketing 3 Relationship Marketing 4 Importance Service 4 Impact of Technology 6 Stages of Customer Relationship Movement 8 Conclusion 10 References 11 Introduction 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 with the needs and wants of its customers....
8 Pages(2000 words)Essay

Customer Service Excellence. Impact of technology on Customer Service Excellence

...? Service Excellence AFFILIATION: Introduction to 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. Now-a-days, the customers have a huge variety of choices for each product and the organisations have to develop specific strategies that can help them in creating a distinctive image in the market and capture...
9 Pages(2250 words)Essay

In-Flight Customer Service Excellence at Emirates

...? In-Flight Service Excellence at Emirates In-flight service quality in every field has been a popular and no organization can survive without considering and incorporating necessary customer service elements in their organization. With the aim to evaluate the In-flight customer service excellence at Emirates Airlines, three objectives of the study were laid down in the first chapter. All the three objectives have been achieved and the research questions have been answered. This study followed a mixed approach incorporating both quantitative and qualitative data apart from secondary search through academic journals. Even consumer data was collected through online review sites which have helped to corroborate with the findings... of the...
57 Pages(14250 words)Dissertation

A Crisis of Trust: Importance of Customer Service Excellence in Establishing Trust

...?A Crisis of Trust: Importance Service Excellence in Establishing Trust Part One The s 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. By definition, customer service is the ability of an employee to deliver the product or service in the fastest yet most professional manner (Churchill & Frankiewicz, 2006). In relation to definition, many businesses and corporations may...
8 Pages(2000 words)Essay

Gaining the Opportunity for Further Advancement in the Customer Service Environment

2 Pages(500 words)Resume/CV

Customer Service Excellence

... SERVICE EXCELLENCE By Service Excellence Introduction Customer service excellence stands at the center of any business that has a chance to interact with the customer directly. Direct customer interaction gives the company or business an opportunity to simply tell the customer “we appreciate your coming and we are here to ensure you have the best of an experience with us”. The marketing gesture creates a chance to impress the customer and make their experience splendid creating a future relation that could help build customer loyalty (Keillor, 2007). In supermarket business, the customer obtains both a product and a service that either impresses them or turns them off in relation to their shopping experience. The customers have... ...
11 Pages(2750 words)Essay

Customer service excellence

...Service Excellence Service Excellence Introduction Quality service plays an important role in ensuring success of the business. Therefore, it is very important to ensure that you have the right people to respond to complaints and the feedback brought by the customers on time. The management of business or an organization must ensure that they have right knowledge and skills that is required to perform task professionally and efficiently. Body There are a number of determinants of quality and efficient customer care in any organization. First, reliability comes in first. In most cases, reliability is mostly associated...
4 Pages(1000 words)Essay

Did Globalization lead to the current Economic Crisis

16 Pages(4000 words)Research Paper
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 Excellence for FREE!

Contact Us