· This essay has been submitted by a student. This is not an example of the work written by our professional essay writers. Customer service is the attendance to customers once they present themselves for business in a company. I believe that outstanding customer service is paramount to achieving success in a competitive business environment · Customer Service Is a Fundamental Service That. Words: Length: 4 Pages Document Type: Essay Paper #: Read Full Paper. Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele We will write a custom Essay on Customer Service Definition specifically for you for only $ $11/page. certified writers online. Learn More. Customer service is the provision of different services for customers to fulfill their need in some good and guarantee their satisfaction. However, not only the satisfaction of a customer should be
Customer Service Essays: Examples, Topics, Titles, & Outlines
ABSTRACT Customer satisfaction is important to the success of every business organization. Customers turn to be loyal to organizations that meet their needs and expectations. They stay with the organizations, refer friends and family to the organization. Profit making organizations cannot exist without customers. If customers do not patronize their products and services, they would seize to be in business.
It is for this reason that meeting customer expectations should become the main focus of the operations of profit making organizations. But the question is, do organizations actually satisfy their customers? Is there any relationship between customer satisfaction and the success of organizations? The objective of this research is to guide the answer the questions of what essays on customer service customer satisfaction is in the banking industry, essays on customer service.
What the level of customer satisfaction is in the organization of study, in this case, UT Bank. We look at how this bank and other ones can improve upon their customer satisfaction. An attempt would be made to sort the views of bank officials to know what the banks do to make their customers satisfied. The main methods which would be used to collect data include surveys, questionnaires and personal interviews. CHAPTER 1 1. One of the most important or vital resource a business organization has is its customers.
Peter Drucker believes that even though businesses are to make profit for survival, profit making is a necessity and not a purpose. It is in fact the end result, a desirable outcome of creating a satisfied customer.
Sheth, Mittal and Newman, Making the customer satisfaction a priority calls for leaving no stone unturned to provide effective and efficient services for the satisfaction of customers. This is the path to gaining a competitive advantage over other organizations in the same industry.
In the words of Patterson and Sprengcited by Payne and Holtcreating value and more specifically is increasingly seen as the next source of competitive advantage.
Every customer has his or her expectations as far as their dealings with business organizations are concerned. They therefore desire that their expectations are met by their service providers or suppliers.
Kotler, essays on customer service, Armstrong and Saunders and Wong,essays on customer service, agrees that every customer has some level of expectations in dealings with the organization. If the performance of the organization and product falls below the expectations of the customer, they become dissatisfied.
If the performance matches the expectations of the customer, he is satisfied. Furthermore, if the essays on customer service exceeds the expectations of the customer, the customer is delighted.
We can say that there is a direct relationship between organizational productivity and customer satisfaction. This means that for profit making organizations to be successful, it depends on how satisfied their customers are with the products and services they offer them. Our motivation for carrying out this research is that, we as customers of banks receive banking services that we are not pleased with and we believe that other customers go through the same experiences.
So, this research is to encourage other customers and also the banks to do more to satisfy their customers. Problem statement Do customers really have their expectations met by their banks? The specific objective of the study were the following.
a To identify how much time customers spend in the banking halls b To identify the attitude of bank officials towards their customers c To identify the level of customer satisfaction. d To solicit views of customers on satisfaction e To identify how prepared customers are to recommend their banks to others. f To find out how the banks measure satisfaction g To identify the procedures in handling customer complaints. These questions will help achieve the mentioned objectives, essays on customer service.
These questions include. Are customers prepared or ready to recommend their banks to friends and relatives? How long are they willing to spend in the banking halls time spent? What are the attitudes of the bank officials towards customers? What are the views of customers about satisfaction? What measures are in place to ensure customer satisfaction? What are the procedures for handling customer complaints?
What is the level of satisfaction of customers? The findings will help the management to realign itself, as far as customer satisfaction is concerned. More importantly, this study will add up to existing body of knowledge with empirical facts offering a lending hand to future findings by other. This chapter seeks to review relevant related literature on the effects of customer satisfaction essays on customer service productivity in service industries.
In this case the banking industry. A customer is defined as a person or organizational unit that plays a role in the consummation of transaction with the marketer or entity sheath et al, We can say from this definition that, bank customers could be individuals, households or organizations. Customer satisfaction in the banking industry in Ghana is a great challenge to the banks. This is because banking is a service and since services are intangible in nature, they need to do more in order to meet the needs and expectations of their customers.
Why must banks satisfy the needs of their customers? Organization success depends primarily on customer satisfaction. Without customers who patronize their products and services, essays on customer service, organizations would not exist.
They stay in business because they have customers who patronize their products and services. So in order to continue to stay in businessbanks need to meet the expectations of their customers. Organizations have both internal and external customers, meeting the needs and expectations of both customers, is important to the success of their organization but most often, we find organizations focusing solely on their external customers, whiles neglecting their internal customers.
The internal customers need good and comfortable working environments, they need incentives both financial and non-financial, motivation both financial and non-financial. Essays on customer service also need to be given opportunities to improve themselves. He goes on to say that the internal dimension is also of importance. Just like the internal customers, essays on customer service, external customers also need banking services like · Having access to quick and low interest rate loans.
Just to mention a few. Customer expectation of banking services may not be the same as there are numerous customers. According to kotler et alcustomer dissatisfaction arises if performance falls below customer expectation. Satisfaction arises if performance meets expectations but if performance goes beyond expectation the customer is highly delighted. Motleyemphasizes the ideal of matching service performance with customer expectations. He notes that the mission of banks is to create satisfied clients who tend essays on customer service favor the organization through time by patronizing the financial services being delivered by the banks.
He goes on to say that banks can achieve this by trying to understand what satisfy and dissatisfy customers. Clients serve as gate keepers, they refer other people to the bank if they are satisfied and they turn them away if they are dissatisfied.
Webermade a critical study of banks in the US, he made mention of the fact that private banks have changed and partnered with their banks. The banks according to him are reaching more communities in an attempt to provide quality banking services that meet the needs and expectations of customers, essays on customer service. The difference lies in the area of services, essays on customer service. Motleyhowever, does not see banking as a commodity.
Commodities are those products that are the same everywhere you go. They are product such as salt, sugar and water, essays on customer service.
He essays on customer service further that price is paramount as far as commodities are concerned. According to him, essays on customer service, banking services are different and come with some challenges to both banks and clients.
However, Weber and Motley both believed that, the bottom line is quality services and customer satisfaction. A recent Martiz survey has identified that in choosing primary bank customer rank; convenience and essays on customer service satisfaction were far above interest rate, fee structures and other financial services. The president and CEO of Martiz Canada said that, customer loyalty now and in the future will center on the two Cs Convenience and Customer satisfaction.
The fact that customers are changing banks all because of the essays on customer service fall in service quality has made banks alert and this has called for a drastic measure in the improvement of customer satisfaction. The CEO of Martiz again stated that by implementing internal communication, through training and incentive programs aligned with their brands, banks can ensure that the services enjoyed by their customers at their branches, online or on phone matches what is promised.
Brian Clegg has hinted that how good a product or a service is, customer satisfaction is the main key that can create a gap between the organization and its competitors. Brian again quoted Dr. Kotadia and Prof. Winstanley essays on customer service Martha outlined a number of factors which account for the importance of customer satisfaction. They perceive customer satisfaction as having a major payoff for banks in short and long run.
They also see satisfaction as having a link to revenue generation and in a number of ways. Customer referrals, willingness on the part of customers to pay a premium price for services, the tendency to move services into the bank by customers and to have a long standing relationship between the bank and the customer. Customer referrals is the process by which satisfied customer provide recommendation to people about their banks.
In their study, essays on customer service, Winstanley and Martha found out that although this varies by segments, highly satisfied customers are almost seven times more likely to recommend their banks essays on customer service others. They are also 8 times likely to switch between banks.
The research will be approached both qualitatively and quantitatively in accessing the effects of customer satisfaction on productivity in the banking industry, specifically Unique Trust Bank UT Bank Ghana. Cross sectional study will be employed to collect both primary and secondary data. The primary data will be collected by administrating questionnaires and structured interviews whiles the secondary data will be collected from the reports of UT bank in relation to customer satisfaction.
What is customer service ? The 7 Essentials To Excellent Customer Service
, time: 12:28Customer Service Definition - Words | Essay Example
· An informational essay on how to provide superior customer service using these seven skills: The right attitude, Understanding the customer’s needs, Clear communication, Dealing with difficult customers, Business telephone etiquette, Customer service and technology, and Serving diverse populations. The essay provided also uses examples of Importance of Customer Service Essay example. Words3 Pages. Importance of Customer Service. Introduction. Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a · Good customer service is all about bringing customers back. Due to intangibility, the customers can’t feel the service, and thus causes lack of confidence of customers to the services. Therefore, the business should ensure that they provide a good, nice, friendly and professional service to the clients. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer
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