Nobody downloaded yet

Customer Service Operations and Excellence - Essay Example

Comments (0) Cite this document
Summary
Customer Service Operations and Excellence “The goal as a company is to have customer 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…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER93.9% of users find it useful
Customer Service Operations and Excellence
Read TextPreview

Extract of sample
"Customer Service Operations and Excellence"

Download file to see previous pages The same can be achieved through effective customer service operations. The concept of achieving excellence in service through effective customer service has now transcended to various fields in general and academic libraries in particular. Service institutions such as universities are mainly focused on providing optimum quality service to the students, by way of enhanced support services for education, as a means to retain students and improve their academic performance (Sander et al., 2000). Academic libraries exist purely to offer services to the students, which include a range of activities such as offering professional reference services to enable the students to effectively use the various resources that the library has to offer; respond to online queries for references; assist in information delivery services such as shelving and re-shelving books, periodicals etc., among many others (Hernon, Altman, 1996). This paper on customer service operations and excellence aims to discuss and analyze the various issues related to the management of academic libraries, with the help of appropriate theories and models and conclude with recommendations for improving the services operations to achieve better results. Managing Libraries: Overview One of the primary objectives of libraries is to store and record detailed information about books, in order to serve the 'customer' i.e. students in a better manner. Academic libraries in particular, deals with preserving and recording comprehensive information with regard to scholarly publications as well as the primary resources which are used by the students for achieving scholarships. The libraries in general and academic libraries in particular have recently undergone significant changes over the past couple of years, especially with regard to the manner in which information is stored and dealt with. Such rapid transformations can be largely attributed to the fact that the development of information technology has penetrated almost all aspects of human life, and academic libraries are no exception. Such changes has brought about a significant transformation in the manner in which libraries are governed, and managed; followed by changes in its organizational structure, skills sets required of library staff, as well as the range of facilities made available to the customers (Budd, 2005). Libraries across the globe are now increasingly accepting and accommodating such changes, in order to enhance their service quality. According to the management at University of California Library: “The continuing proliferation of formats, tools, services, and technologies has upended how we arrange, retrieve, and present our holdings. Our users expect simplicity and immediate reward and Amazon, Google, and iTunes are the standards against which we are judged (University of California Libraries, 2005, p. 7).” Considering the wide ranging transformations brought about by technology, the management of library services must be reviewed to accommodate and cope up with the changing times. However, it must be noted that despite the rapid changes which have penetrated almost all the aspects of management within academic libraries, customer services still remains the same and uninhibited. The key role of librarians still surrounds provision of optimum services to the users, by offering high quality services. ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Customer Service Operations and Excellence Essay”, n.d.)
Retrieved from https://studentshare.org/business/1430024-sm2037-customer-service-operations-and-excellence
(Customer Service Operations and Excellence Essay)
https://studentshare.org/business/1430024-sm2037-customer-service-operations-and-excellence.
“Customer Service Operations and Excellence Essay”, n.d. https://studentshare.org/business/1430024-sm2037-customer-service-operations-and-excellence.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
CHECK THESE SAMPLES - THEY ALSO FIT YOUR TOPIC
Customer Service Excellence
...be concluded that knowledge of the various cultures will greatly facilitate all the businesses processes and make them efficient throughout, no matter where the business operates. Only then is total excellence in the customer service arena possible. References Charles W. L. Hill, and Gareth R. Jones, (2001) Strategic Management.Houghton Mifflin. Ravasi, D. and Schultz, M. (2006) ‘Responding to organizational identity threats: Exploring the role of organizational culture’, Academy of Management Journal, vol. 49, no. 3, pp. 433–458. Hofstede, G. (1980) Culture's Consequences: International Differences in Work Related Values, Beverly Hills, CA, Sage Publications. Handy,...
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
...? Service Excellence (A crisis of trust) Contents Contents 2 Introduction 3 The Case of Google 3 The Case of Starbucks 4 The Case of Royal Bank of Scotland (RBS) 4 Customer Service Excellence 5 Strategies to Enhance Customer Service 5 The 4C Approach 6 Enhancing Customer Relationships 8 Categorising Customer to be an Asset 9 Strategy of Internal Marketing 10 Management of Expectations of the Consumers 10 Concept of Service Gap 11 The Case of McDonald’s 12 The Case of Lexus 13 References 14 Introduction The effects of poor customer service...
9 Pages(2250 words)Essay
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...
8 Pages(2000 words)Coursework
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...
8 Pages(2000 words)Essay
Customer Service Operations & Excellence
...& Market Strategy The staff of Edge restaurant has high quick serving ability, high quality and nutritious food range at minimalistic price. Since, the restaurant is situated in the university campus it does not have the means or intention of promoting its services aggressively. The targeted customer base is the college, university going students and the faculty of the university. As per the catering survey conducted in East London University it was observed that 69 percent of the students found the catering facilities to be excellent, very good or good and 41 percent of the teaching staff found the catering services to be excellent, very good or good...
8 Pages(2000 words)Essay
Customer Service Operations & Excellence presentation. 2 case studies. 12-16 slides
...? Case Study inserts his/her s Department’s The service vision of Theorganicgrocerer.com is to offer speedy delivery (usually next day) at the time and place that the customer opts for (Krajewski et al., 2013). The service winners of Theorganicgrocerer.com are dependability, reliability, timeliness, quality and price (Krajewski et al., 2013). The service losers are failure to deliver the product in the quality promised or damaged products and late deliveries. The service qualifiers are having products in stock with full shelves most of the time, supplying the right grocery (as specified by customers) at the right place and time (as...
4 Pages(1000 words)PowerPoint Presentation
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
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 and Excellence for FREE!
Contact Us