Free

Customer Service and Operations - Essay Example

Comments (0) Cite this document
Summary
The following paper 'Customer Service and Operations' focuses on Regina Wallace who is responsible for the overall service culture of the company that is, from developing the call centers for the company to supporting the technological infrastructure…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER95% of users find it useful
Customer Service and Operations
Read TextPreview

Extract of sample "Customer Service and Operations"

Soon they automated Customer Service Representatives, also known as Relationship Managers or RM who interact with customers through ‘High Touch Integrated Customer Desktop’.
Changes 
Companies can retain their existing customers by giving them an unforgettable service experience, that’s what the management team of Juniper also did. In order to keeping customers as the first priority, it is necessary not only to implement a proper CRM program but also to build emotional bonding with customers. Emotional bonding is usually built by showing friendliness, empathy and courtesy while rendering services. These strategies can be much more effective than the conventional CRM technologies.
Advice 
Wallace states that the credit of their success goes to the tight relationship between the marketing department and customer service. Unlike other companies where marketing tactics are difficult to be understood by customers, Juniper product managers closely monitor their campaigns on regular basis and RMs provide feedback to the marketing campaign in order to enhance the productivity and performance of campaigns. The bottom line of this advice is that there must be a close relationship between the customers and the marketing department of the relevant company.
Expatiation your "Golden Nugget" 
Implementing the strategy of being customer-centered satisfied a large number of Juniper’s customers. Consequently, the company received the Number One position in ‘Gomez Advisors’ Internet Credit Card Scorecard’. The company got this reputable spot by providing a timely and accurate response through e-mail and phone calls. According to Wallace, they do not impose a formal CRM program instead they try to instill the behavior of valuing customers in the culture of their company. Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(Customer Service and Operations Essay Example | Topics and Well Written Essays - 352 words - 51, n.d.)
Customer Service and Operations Essay Example | Topics and Well Written Essays - 352 words - 51. Retrieved from https://studentshare.org/business/1602982-marketing
(Customer Service and Operations Essay Example | Topics and Well Written Essays - 352 Words - 51)
Customer Service and Operations Essay Example | Topics and Well Written Essays - 352 Words - 51. https://studentshare.org/business/1602982-marketing.
“Customer Service and Operations Essay Example | Topics and Well Written Essays - 352 Words - 51”, n.d. https://studentshare.org/business/1602982-marketing.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Customer Service and Operations

Customer Service Operations of University

...Service Operations of Expectations from a service not taken before need to be clear. As s, 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. 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...
7 Pages(1750 words)Essay

Customer Service Operations in the telecomunication in the UK

...(Ericsson 2009). These may include low call and data rates, wide coverage and polite and helpful customer care representatives. Many companies have gone miles ahead and have come up with more creative ways to attract and retain customers. Methods used in increasing client bases for companies include offering corporate packages for companies, advertising, promotions and handset and service providers coming together to offer unique products to consumers. Service delivery however remains the biggest determinant of market share for companies operating in the mobile phone industry. Service Products Developing Service Products...
8 Pages(2000 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 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 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 and Excellence at the Edge Restaurant

...?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... purposes...
8 Pages(2000 words)Case Study

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 Operations

...to 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

The Key Issues Associated with the Enterprise: Finance, Management, Customer Service, Technology, Marketing and Operations

...Introduction: The aim of the paper is to study an entrepreneur to understand the lessons of enterprise and entrepreneurship. The study will include the selection of an entrepreneur who is not from a traditional entrepreneurship background, in other words, first generation entrepreneurs. By including a semi structured interview of the entrepreneur the paper discusses the various aspects of the business, and of 'entrepreneurship' in detail. Further the paper will substantiate key issues associated with the enterprise like Finance, management, customer service, technology, marketing and operations to explain the business process and identify key issues faced by the entrepreneur in any of the...
8 Pages(2000 words)Case Study

Customer Service

...and the processes that are involved in the production of the products or services. 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...
6 Pages(1500 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 and Operations for FREE!

Contact Us