A Crisis of Trust: Importance of Customer Service Excellence in Establishing Trust - Essay Example

Comments (0) Cite this document
The customers are considered as the lifeblood of the business industry;it is important for business organisations to gain their trust and loyalty.In line with this,they employ customer service excellence in order to get and maintain a good rapport …
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER91.3% of users find it useful
A Crisis of Trust: Importance of Customer Service Excellence in Establishing Trust
Read TextPreview

Extract of sample
"A Crisis of Trust: Importance of Customer Service Excellence in Establishing Trust"

Download file to see previous pages By definition, customer service is the ability of an employee to deliver the product or service in the fastest yet most professional manner (Churchill & Frankiewicz, 2006). In relation to definition, many businesses and corporations may be aware of the importance of customer service to business transactions, but only few are cognisant of the aggregate impact of customer service. According to Jackson (n.d.), financial services in the United Kingdom have gained the highest loss of customers due to their poor customer service. Many of their customers end up transferring accounts to the competitors. Most of the customers ages 27-43, in relation to the repetition of the same poor service, are being forced to wait for a long period, customer service representatives do not have prior information of the client, and the inability to transfer from one communication medium to another. Also, the NatWest and the Royal Bank of Scotland have been named as two of the few financial services that have a poor customer service. For this reason, the two banks have to pay ?2.8 million for the inadequate and poor response of customer’s complaints. It has been found out that customers of the banks are unfairly treated due to the latter’s inability to handle complaints in a proper way....
With this on hand, this paper will further analyse, in a critical manner, how to employ an effective customer service excellence strategies in order to build and sustain the trust of customers in today’s organisations. Part Two 1.0 Customer Service Excellence In any business, customer service is one of the most important elements in gaining consumer trust. This is important as business transactions are done in a two-way manner. This two-way process brings more risks to the consumer; however, with trust and reliance, the consumer expects to gain an honest and reliable business transaction. Therefore, consumer trust is the ability of the customer to expect that the transaction with a service provider or a product provider will be successful (Asperin, 2004). Customer service can be successful as long as the range of the product fits the needs, desires, and expectations of the customer. Also, the delivery system of the business must be efficient along with its environment. Another factor that affects the excellence of customer service is the technology used to facilitate the customer, as well as employees’ efficiency (Churchill & Frankiewicz, 2006) 2.0 Customer Service Strategies Business goals, mission statements, and vision statements, and many more are essential to give directions to a business. However, it is crucial to know the customers of the business and create specific strategies to be used for customer service. A customer service strategy is one of the fundamental parts in molding a business towards success. The following strategies can be applied by businesses or today’s organisations in order to build a strong foundation of trust from customers and to be able to sustain it. 2.1 ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“A Crisis of Trust: Importance of Customer Service Excellence in Essay”, n.d.)
A Crisis of Trust: Importance of Customer Service Excellence in Essay. Retrieved from https://studentshare.org/marketing/1465725-a-crisis-of-trust
(A Crisis of Trust: Importance of Customer Service Excellence in Essay)
A Crisis of Trust: Importance of Customer Service Excellence in Essay. https://studentshare.org/marketing/1465725-a-crisis-of-trust.
“A Crisis of Trust: Importance of Customer Service Excellence in Essay”, n.d. https://studentshare.org/marketing/1465725-a-crisis-of-trust.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document
Customer Service Excellence
According to the paper the concept of marketing has evolved over time and customer is given the highest priority by any business organisation in the modern era. A company which is market oriented keeps the customers at the central position and all its business activities revolve around the customers. It tries to align its marketing strategy.
8 Pages(2000 words)Essay
Customer Service Excellence
In fact customer service is being looked at as an opportunity to gain competitive advantage. Organizations try to use customer service as their unique selling point. In their effort they try to deliver service beyond the expectations of the customer thereby leading to excellence in customer service.
11 Pages(2750 words)Essay
The crisis of trust as a major issue in the relationship among business organizationsand their customers
It also means that organizations are not meeting customer’s expectation both in production and delivery. Because of the crisis of trust, some customers ‘’fire’’ the business organizations they patronize and also look for other business with more credibility.
10 Pages(2500 words)Essay
A Crisis of trust
A Crisis of Trust In a world of extreme corporate development, consumer trust can be the definition of a brand. For a brand, building and maintaining the trust of consumers means everything; and at the same time losing the trust of the consumers can make all the difference in the business world.
9 Pages(2250 words)Essay
Customer Service Excellence
Organizational culture is a notion in the field of organizational studies as well as management which defines the psychology, approaches, experiences, views and values (cultural as well as personal) which are dominant in an organization. It has been described as ‘the precise collection of principles and norms that are mutual amongst people and groups in an association and that regulate the way they network with each other and with stakeholders outside the business’ (Hill & Jones, 2001).
6 Pages(1500 words)Essay
Establishing a trust or will
This process gets complicated for huge real-estate investments including personal property and real estate, and such situations make it imperative to secure a trust. For a multimillion real estate consisting of personal and real estate property, it is advisable
1 Pages(250 words)Coursework
This is both logical and emotional, trusting another person has become really difficult because most people do not keep their promises and also try and take advantage of the
1 Pages(250 words)Research Paper
Fear of being fooled by marketers into buying third rate products at first rate prices is a constant concern in consumers living in Asia. Whereas those in the west truly believe that what the companies say to them,
8 Pages(2000 words)Essay
Customer service excellence
There are a number of determinants of quality and efficient customer care in any organization. First, reliability comes in first. In most cases, reliability
4 Pages(1000 words)Essay
Customer Service Excellence
The effects of poor customer service in reducing the elements of consumer trust would be dealt in the paper relating to companies like Google, Starbucks and the Royal Bank of Scotland. Cases would be presented such that where emergence of problem, wrong business decision and lack of transparency has countered a low customer servicing problem for the companies leading to loss of potential trust among the consumers.
9 Pages(2250 words)Essay
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.
Let us find you another Essay on topic A Crisis of Trust: Importance of Customer Service Excellence in Establishing Trust for FREE!
logo footer
Contact us:
Contact Us Now
FREE Mobile Apps:
  • StudentShare App Store
  • StudentShare Google play
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • Miscellaneous
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us