Project - Research Paper Example

Download file to see previous pages... This improves service delivery. The most crucial step in enhancing customer service quality is hiring qualified personnel. After hiring the right candidates, they should be trained to impart efficient customer service skills in relation to the company culture. Once absorbed into the company structures, employees should be empowered to provide. This provides them with a leeway and flexibility necessary in enhancing customer satisfaction. Feedback surveys confirm the efficiency of the training programs. The last stage of the process involves improvement of the outdated services and systems. Executive Summary Purpose of the Report The purpose of the report is to explain the impacts of customer service function in Delyumy Company, outlining the procedure followed in the formulation of efficient customer service training and show the benefits that the company attains from employee training. Secondary research included the use of various books and scholarly journals while the primary research entailed the personal interviews with Rijkaard Reagan, Barry Feig and Jenifer Miles. Efficient Customer Service Training Findings from scholarly journals, books and personal interviews revealed that the golden rule for ensuring quality customer service is treating the employees well. Lack of proper treatment ranges from lack of recognition and rewards as well as inefficient training programs. ...
After hiring the right candidates, they should be trained to impart efficient customer service skills in relation to the company culture. Once absorbed into the company structures, employees should be empowered to provide. This provides them with a leeway and flexibility necessary in enhancing customer satisfaction. Feedback surveys should be conducted to ascertain the effectiveness of the training programs. The last stage of the process involves improvement of the outdated services and systems. Table of Contents Transmittal Memorandum 2 Executive Summary 2 Customer Service Training 5 Secondary Research 6 Customer Service 6 Benefits of Effective Customer Service 6 Customer Service Training 7 Benefits of Employee Training 8 Primary Research 8 Interviews 8 Conclusion 10 Recommendations 12 In a recent meeting, managers and supervisors for the company (your choice) where you work (your choice) expressed concerns about employees' customer-service skills. Moreover, they wondered whether a specific set of procedures should be established — especially for new employees. They have asked you to investigate the customer service practices at other companies like yours to determine what skills should be emphasized and what procedures — if any — should be adopted. Customer Service Training Customer service is the ability of an organization to constantly and consistently provide customers with what they require i.e. ensuring satisfaction. It can also be defined as encounters that customers have with employees as they engage in their duties. Customer service is the most visible and significant aspect of organizational performance, especially in the hotel industry. ...Download file to see next pagesRead More