Customer Service - Assignment Example

And customers’ demands and expectations are rising every day. Customers always expect something more than that they buy. So organizations took several steps to retrain their old customers and if possible attract new customers. Retaining old customers is a game changer for companies as these customers are loyal to the organization and they keep valuable feedback as per the product and services they buy or get. No matter what an organization providing that can be industrial product or consumer durables but manufacturer have to bundle their product with significant amount of services.

Otherwise they will lose to their competitor because customer will shift to the competitor from where they are getting more services. That is the reason now every organizations having effective customer policies. If we visit all most all the shops in central London or anywhere in London we shall find out every shops have a complain and suggestion form and after every purchase no matter what the volume of purchase is seller will give after sale services like home delivery or call the taxi or free baggage etc.

For high value consumer durables seller or manufacturer gives free installation and if the product is big and heavy they will provide home delivery and not only that seller or manufacturer are bound to give free insurance that can be lifetime also for some kinds of goods and quarterly or half yearly free servicing is became mandatory from manufacturers end. These are all customer services policies just to retain existing customer and attract new customers. Theoretical background of management gives several version of key words like Management, organisation. (Cole, G.A. 2004, p.6) P2: Continuous and sustainable scrutiny method for customer relationship management method is necessary to keep these services proper and effective.

And for that purpose proper customer training policies are must follow steps. 2002) Service quality gap: In above figure seven gaps of service model is been shown. This model is a part of Parasuraman. As per the above pictorial representation the most important three gaps are Gap1, Gap5 and Gap6; these are very important because they directly deal with the customer and make a bond between the seller and buyer or manufacturer and customer. Gap1: Management perceptions versus customer expectations: If proper market research is not done and miscommunication between two parties are in place or proper data transfer between the managements is not taking place then this situation can arise.

There a gap between customer expectations and management perception can arise if in an organization too many vertical management layer in place. Gap2: Services Specifications versus management perception: If organisation goal is not made and model of the works are not standardized then quality of the services will not match with the management perceptions. And management will not be able to fulfil its commitment towards customers. So an uncomfortable situation can arise for the organisation. Gap3: Services delivery versus services specifications: If proper team management is not going on and control over employees is lost and their work is not satisfactory then this situation may arise.

As a result very poor employee performance and less technological development happen. Then conflict of role in organization regarding jobs arises. Gap4: External communication versus service delivery: If