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Customer Service - Research Paper Example

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This discussion presents customer service which is the new technique that organizations are using to develop continued relationships with customers at a relatively lower cost than advertising and/or learning from mistakes of collapsed organizations. …
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Customer Service
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Download file to see previous pages From this paper it is clear that managements of these agencies are often turning to human resource training and technology to deliver services fast and competently to achieve satisfactions for all queries, complaints or inquiries. Customers have been accustomed to attention from the private sector, and they now want the same from their government agencies. Government agencies have adopted standards of measuring citizens’ satisfaction in responding to their needs through electronic or manual reviews.This study highlights that there has been a shift in the management systems from an emphasis on product quality to Total Quality Management for customer satisfaction.  This change focuses on continual improvement of organization’s output. Quality of outputs in this case very much includes all products and services 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. Most organizations in the world today are registered with different standardization agencies locally or internationally such as The International Customer Service Institute (TICSI) or the International Standard Organization ISO 900 series. The ‘Soft’ aspect of total quality management focuses on the principles that guide organizations....
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 stakeholders using the information can understand that when recommendations are applied, it would lead to better results. Display of organizations’ performance could be represented in various ways including tabulation, graphs, polygons and charts. Statistical analysis of results is a common method used to evaluate performance of output through, mean, mode, probability analysis, critical path analysis and variance and correlation analysis. When these tools are used, quantitative data is displayed to help in controlling the output be it products or services. Most organizations in the world today are registered with different standardization agencies locally or internationally such as The International Customer Service Institute (TICSI) or the International Standard Organization ISO 900 series. These set up standards of different kinds that aim at improving excellence in customer service by having a policy that focuses on quality improvement. Results from statistical analysis should be checked against these standards, and the necessary areas of improvement are identified. The ‘Soft’ aspect of total quality management focuses on the principles that guide organizations. Emphasis is put in ...Download file to see next pagesRead More
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