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Customer Service - Assignment Example

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The responsibility of customer relationship department does not complete by just making the policies, effective evaluation of the…
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Customer Service
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Service The aim of this paper is to explain the importance of evaluating service policy and its impact on future staff training and development. The responsibility of customer relationship department does not complete by just making the policies, effective evaluation of the policies is mandatory for increasing organizational performance.
Purpose of Customer Service Policy Evaluation
Customer service policy is the set of rules that organization make for its employees to deal with customers. Effective and efficient customer service policy is required for increasing customer satisfaction (Yang, Minjoon, and Robbin 9). Customer service policy explains the code of conduct for employees; that is what they can do for customers and what they cannot do.
The main purpose of evaluating the performance of customer service policy is to identify the ways through which customer satisfaction can be increased. Customer service policy is designed to assist employees by providing them guidelines on how to deal with customers and satisfy their needs. Customer service policy evaluation provides information to the management about the lacking in customer service policy and ways to make constructive changes in policy design and execution (Kim, Haung, & Young-Gul 3). The information collected through the customer service policy evaluation helps organization to understand the difference between actual employees’ performance and the predetermined standards.
Customer service policy evaluation supports an organization in planning staff training and development programs. It provides accurate information about the job description of customer service employees and their training requirements. Effective evaluations provides information about the areas in which employees need training and management, design future training programs on the basis of collected information (Lawler et. Al 21).
Influence of Customer Service Provision on Customer Perception
Effective and responsive customer service provision helps organization to exceed customer satisfaction and creates superior customer relationship (Lakos, and Phipps 5). Customer perception is influenced by providing better services to them. Post purchase services plays vital role in increasing customer satisfaction. Organizations that assure post purchase services are considered good where as those organizations who fail to deliver post purchase services lose its customers and market share.
Setting customer service standards and evaluating them helps organizations to ensure that its customer relationship employees are working according to the requirements and policies. Companies whose customer care department is effective in understanding customer complaints and satisfying their needs has created good market image (Kau, & Elizabeth 14). Effective customer service provision creates good will and increases customer satisfaction.
Customers’ perception means how the customer feels and experiences the services provided by the company, efficient customer service provision serves organization to increase its customer base. In today’s competitive world to influence customer perception is very difficult, so companies strive to satisfy their customers by providing them quick and reliable services (Vargo 15). By developing strong customer relations organizations can positively influence customers’ perception and can attract more customers.
This paper addressed the importance of customer service policy evaluation and its benefit for developing future training program. Evaluation of customer service policy is most effective way to identify the areas in which customer service employees needs training. Effective customer service provision assists organizations to satisfy their customers and develop strong customer relationship.
Works Cited
Yang Zhilin, Minjoon Jun, and Robin T. Peterson. "Measuring customer perceived online service quality: scale development and managerial implications." International Journal of Operations & Production Management 24.11 (2004): 1149-1174. Print.
Lawler III, Edward E., Alec Levenson, and John W. Boudreau. "HR metrics and analytics–uses and impacts." Human Resource Planning Journal 27.4 (2004): 27-35. Print.
Kim, Hyung-Su, and Young-Gul Kim. "A CRM performance measurement framework: Its development process and application." Industrial Marketing Management 38.4 (2009): 477-489. Print.
Lakos, Amos, and Phipps Shelley. "Creating a culture of assessment: a catalyst for organizational change." Portal-Libraries and the Academy 4.3 (2004). Print.
Kau, Ah-Keng, and Elizabeth Wan-Yiun Loh. "The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants." Journal of Services Marketing 20.2 (2006): 101-111. Print.
Vargo, Stephen L. "Customer integration and value creation Paradigmatic Traps and Perspectives." Journal of service research 11.2 (2008): 211-215. Print. Read More
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I never thought 500 words essay could be written in such a free manner. I loved the research of this essay. Will definitely use it for my own work!

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