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SUPERIOR CLEANERS COMPANY (letter) - Book Report/Review Example

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TABLE OF CONTENTS EXECUTIVE SUMMARY …………………………………………………………. 2 INTRODUCTION …………………………………………………………………….2 FUNDAMENTALS OF A GOOD BUSINESS ……………………………………….2 Customer service ……………………………………………………………………
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Download file to see previous pages Not a day goes by without multiple opportunities to engage in service transactions all in the name of satisfying a customer’s need. In fact, the service sector has become the largest part of major economies around the globe. The fast rise of the service sector, coupled with every company’s need to have its fair share of the market, has resulted in an increased emphasis in enhancing customer service delivery often considered as a boon for organizational survival. Psychological, marketing, and business research and practices provides experts with an abundance of knowledge in matters related to customer service. The purpose of this report is to integrate research activities to provide for common understanding and sharing knowledge of best practices in delivery of customer services. At Superior Cleaners Company, we will provide a platform for customer satisfaction as a process and an outcome. Some the issues addressed are customer expectations, loyalty, satisfaction and displeasure, service versus product delivery, tangible versus intangible service, measurement, industry differences, and organizational impact. Services often differ from products in that services are intangible, occur simultaneously and involve customer participation. Introduction A customer is anyone who receives products or services. As such, customers can be internal or external to the organization and they are the backbone of any business. Just like any other business out there, the purpose of Superior Cleaners Company is to find and keep customers and to get existing clients to continue doing business with us rather than our competitors. Therefore, customer service is important in an organization’s quest to keep customers. The relative role of customer service can vary widely across industries, organizations, and customer segments. At Superior Cleaners Company, we speak of measuring customer satisfaction, but may focus primarily on the service experience; we have goals for customer loyalty without having any behavioral measures of it. Although they are all related, there are distinct differences in the concepts of customer service, service quality, customer satisfaction and customer loyalty. For this reason, the main goal of the company is to provide an unrivaled customer service if the quality of the company’s services is anything to go by. This being a health organization, Superior Cleaners Company would want the members of staff to appear in clean attires that would speak louder than words. After all, just like any other organization, it is paramount for a health organization to enhance its customer service, service quality, customer satisfaction, and customer loyalty. This attributes can only be realized if the health organization is willing to provide a clean and sustainable environment for its patients. Customer service Over the years, the management of Superior Cleaners Company has realized that customer service is the interaction between the customer and a representative of the organization and is not limited to a single function or job type within the organization. Therefore, custo ...Download file to see next pagesRead More
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