Essays on Customer Service

Essays on Customer Service

It is important to measure customer service to determine whether the organization's customer service roles are having a positive effect on the customer’s perception and experience of the organization.

Essay on Customer Service (150 words)

The standards of customer service in the system of the corporate culture of the organization are considered. The difference between the "spontaneous" and "purposeful" (conscious) nature of service in the organization is emphasized. It lists behavioral parameters that are potentially subject to standardization, factors influencing the content of service standards, and the most important functions of service standards in an organization. An algorithm of actions for creating customer service standards is proposed.

Relations with clients are one of the leading components in the system of external relations of an organization since today they largely determine its competitiveness. The drive to manage customer relationships is driving organizations to place greater emphasis on developing and implementing service standards. Considering customer service standards as part of the corporate culture of an organization allows you to find more effective approaches to their development and implementation. Let us turn to the analysis of the structure of corporate culture and determine the place of standards in it.

Essay on Customer Service (600 words)

Analyze the criteria for and factors involved in setting customer service standards

Setting targets and goals for customer service can help an organization deliver a consistent and high-quality service to customers. They can also help when measuring, reporting and evaluating a service that you are providing. Customer goals and objectives should be defined in a business plan and documented in internal policies and training procedures so that employees are aware of them. PRIDE (people-focused, respect, integrity, dedication and excellence) values and behaviors which has been created from what 2,000 staff and patients said they would like to experience every day at the Norfolk & Norwich University NHS Foundation Trust and are for all staff to acknowledge and perform regardless of our role or grade.

Please have a look at the embedded links to help you expand on this section. I require much more detail about all criteria to consider and factors involved in setting CS standards for all to follow in the organization.

Setting customer service standards

For Eastern Pathology Alliance customer service standards are set policies and expectations which have been adopted from the ISO 15189 standard and NHS England and NHS Improvement. These standards are broken down into different areas to cover all features of what the service provides to users.

ISO 15189:2012 specifies requirements for quality and competence in medical laboratories. It can be used by laboratories when developing their quality management systems and assessing competence. ISO 15189:2012 is an internationally recognized standard for the competence of medical laboratories by customers, regulating authorities and accreditation bodies. The standard is broken down into two main categories, management requirements and technical requirements.

NHS England and NHS Improvement have recently introduced a Pathology quality assurance dashboard (PQAD). This is a criterion set to understand how pathology services can be more effective and efficient by using PQAD as an effective board-reporting tool, with metrics that allow timely interventions focused on delivering high-quality customer service and driving improvement. The dashboard has 6 indicators and the performance of each indicator should be monitored locally as part of the quality management governance structure, which is reviewed at the board level as a formal recurring agenda item. A bi-annual investigation of the service should also take place. The indicators are;

  1. Health Check – this involves items such as the number of serious incidents assigned to pathology, staff sickness rate, staff turnover
  2. Operational Performance – this involves items such as the proportion of non-emergency or prophylactic administered antibiotics, the proportion of diagnostic histopathology cases requested for patients on a cancer pathway
  3. Quality and Clinical Governance – this involves items such as the number of investigations available and reported by pathology which is not accredited to the ISO 15189:2012 standard or equivalent, number of transport delays recorded as non-conformances
  4. People – this involves items such as the proportion of pathology staff whose annual appraisals have been completed on time, the proportion of locum and bank staff per substantive from all staff groups
  5. Stakeholder engagement and operational delivery – this involves items such as making the NHS the best place to work. Making full use of staff feedback and engagement, number of equipment contracts in effect that are over an original term agreement
  6. Future metrics – this includes items such as the number of blood draws per patient episode, the proportion of inpatient results required for discharge available at the time of need.

These customer service standards are communicated to all EPA employees in form of training sessions, competencies, emails and meetings. It is important we evidence when we are meeting the standards and raising non-conformances when we are not so this can be identified. We use our information system Q-Pulse to store all details of standards which is available to staff to view. We have also amended fields on Q-Pulse to reflect what area of a standard the item is aiming to evidence.

Essay on Customer Service (850 words)

You and your significant other are dining at a famous Steakhouse on a Friday evening. The waiter who seats you is joking with coworkers and forgets to give you the menu. No biggie, right? The waiter returns, then rudely asks, “What do you want?” You take a deep breath then politely mention that he forgot to give out the menu. The waiter responds with an obnoxious sigh then drops the menu on the table. You mention all your favorite dishes listed on the menu; however, they are unavailable. All out of options, you ask, “What do you recommend?” The waiter looks up and appears to be in deep thought, then begins to pick his nose. A green gummi bear-sized booger flings off this finger onto your significant another cheek, then slowly slides down like a toddler on a rusty slide. She screams, you yell, and the two of you never eat there again. Bad customer service can turn a surging company into a bankrupt business. Every business owner understands and recognizes the value of meritorious service. Customer service is the backbone of any organization and is an essential component that dictates the company’s sales, reputation, and longevity.

Businesses that thrive in sales genuinely have excellent customer service and always put the customer first. In fact, companies cannot survive without exceptional customer service that keeps the customer coming back for more. Customers are also compelled to spend more money when they feel like they are being treated in a respectful manner. Business managers recognize that if a customer has a bad experience, it could have a profound effect on future purchases. Therefore, companies train their staff to exceed customers’ expectations and use surveys to evaluate them. With social media being one of the leading communication platforms of today, customers can openly share their positive experiences in real-time with friends, family, colleagues, and the general public. The more people share their experiences; the more they are inclined to see what the talk is about.

A business's reputation can determine the overall success of a company. For example, Chick-fil-A maintains an excellent reputation with their fast, efficient service and courteous “My pleasure!” signature. They recently increased the prices on their menu; however, customers are still wrapped around the building at 12 pm for a crispy chicken sandwich, fresh lemonade, and a smile. When a person has a great customer experience, they become loyal customers. A good car salesman recognizes the value of making the customer feel comfortable with their vehicle of choice and not forcing them into a car they do not want. A great sanitation worker will collect the garbage and ensure the lid is closed to alleviate potential rain or rodents entering the cart. A vibrant receptionist will listen and assist the customer until they are completely satisfied without transferring the call. All of these qualities build trust and compels the customer to speak about your company in a positive light, and that’s what we call free promotion. A customer may not remember your name, but they will never forget how you made them feel, and that determines the reputation of a company.

A company’s longevity solely depends on how consistent they are in their marketing and training to enhance the customer experience. Good businesses always recognize the importance of great customer service. Consistent service retains long-lasting customers. The average company lasts no more than 10 years and customer service is usually their Achilles heel. Companies maintain their business by hiring experts to analyze and evaluate catchy trends that will bring them more customers. The results of that information dictate the direction of the company, and goals are set to achieve total customer satisfaction. Each goal helps businesses create their identity. For instance, when a kid sees the golden arches at McDonald's, they instantly think ‘Happy Meal’ and will go to extreme measures for a burger and fries, accompanied by a toy to complete the holy trinity. Finding out what the people want is one of the best ways for a company to stand the test of time. Investing in your employees with encouragement and training helps boost morale, and gives employees the passion to go above and beyond for the company. The way a company treats its employees is a direct reflection of how the employees treat the customer.

As the world continues to advance in technology, customer service still holds a large percentage in the success rate of businesses today. A lot of companies fail to grasp the concept of putting the customer first which plummets sales, causing the company to go out of business. Furthermore, we need more customer advocates in the workforce who provide consistent and quality-based interactions. A waiter who smiles with a pleasant greeting is more likely to gain a tip and a recurring customer just by being courteous. Customers today have more control over how a business is perceived than ever before, they also pay close attention to detail. Therefore, every business cannot afford to compromise its integrity, and reputation, by setting standards to optimize the overall customer experience.

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We've found 58 essays on Customer Service

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Customer service of McDonald’s

I have been instructed to produce a detailed manual based on Customer service within a company of my choice. I have chosen McDonalds Restaurant as it has very good customer service which the majority of large recognized companies lack. During this manual I will be …

Customer ServiceMcdonalds
101 views
Words 751
Pages 4
Nationwide Insurance’s Use of BI to Enhance Customer Service

Why did Nationwide need an enterprise wide data Warehouse? Nationwide insurance company is one of the largest financial service company, with $23 billion in revenue and more than $1 60 billion in statutory assets. So in this large business nationwide insurance company experienced a various …

AnalyticsCustomer ServiceData
81 views
Words 349
Pages 2
Tesco Customer Service

Here is my description of different customers of Tesco, their expectations and what customer service is within Tesco. Customer service is the assistance Tesco grant their customers. Customer service is how well Tesco satisfy their customers. All individual customers of Tesco have different needs and …

CustomerCustomer ServiceSalarySupermarket
79 views
Words 1194
Pages 5
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Hilton Customer Service Case Study

The ‘Understanding Travel and Tourism’ case study provides useful background information about Hilton Hotels. The first three sections of this case study are based on two presentations on the theme of ‘Reach Beyond’ given to employees of Hilton Hotels UK and Ireland as part of …

Case StudyCustomer ServiceFood
64 views
Words 929
Pages 4
Customer Service Approach by BMW

The operating environment of businesses is presently crowded by lots of dynamism. Firms are faced by a major dilemma of remaining viable by maintaining profitability while at the same time addressing unpleasant performances. For most firms, the previous two or so years have been very …

BmwCarsCustomer Service
63 views
Words 113
Pages 1
Letter of advice on how customer service in BA can be improved

I am writing to offer you some advice on how customer service in BA can be improved. Your Chief Executive, Mr Willie Walsh, suggested I write to you because he was impressed with my suggestions about monitoring and evaluating customer service. The four areas I …

AdviceCustomer ServiceReputation
54 views
Words 887
Pages 4
Consistent and Reliable Customer Service

Know how consistent and reliable customer service contributes to customer satisfaction. Customers want to rely on good customer service. Needing regular information all the time will lead difficulties. If you are an external customer so you won’t use a supplier every time that provides you …

CustomerCustomer Service
45 views
Words 709
Pages 3
Starbuck’s: Delivering Customer Service

Starbucks: Delivering Customer Service Christine Day, Starbuck’s senior vice president of administration in North America, believes recent market research indicates customers are not satisfied with Starbuck’s customer service. To address this concern, she is proposing to invest $40 million to increase store hours in order …

CustomerCustomer ServiceStarbucks
42 views
Words 1724
Pages 7
Customer Service in Indian Bank

It also highlights the research findings on customer behavior patterns and their definition of good service, which will guide the bank in offering the same to the customers. Type of Research- Descriptive Type of sampling- Random Data Collection Method- Questionnaire Sample Size- 50 Analysis Techniques …

BankBankingCustomer ServiceMoney
39 views
Words 7222
Pages 29
Customer Service in the Transport Logistics

The South African transport industry is one that is changing. In terms of Customer service there are certain companies that are excelling and are able to provide service that gains them a greater measure of customer satisfaction. Good customer service is an integral part of …

Customer ServiceTransportation
37 views
Words 3105
Pages 13
Purpose of Evaluating Customer Service Policies

Manual on Module II Introduction to Hospitality By Authors Mr Murray Mackenzie School of Hotel & Tourism Management The Hong Kong Polytechnic University and Dr Benny Chan Hong Kong Community College The Hong Kong Polytechnic University Consultant Mr Tony Tse School of Hotel & Tourism …

Customer ServiceHospitalityHotelTourism
33 views
Words 6785
Pages 28
Excellence in Customer Service & Organisations

BSBCUS501C Work Related Project Question 1 Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and …

Customer ServiceHuman Nature
32 views
Words 2193
Pages 9
Customer Service and Data Warehouse

Liu, An Chi (Allison) #20, Truong, Dominic #31 Tseng, Chun Yao (Gary) #33, Wang, Wei (Chloe) #35 Wang, Zhuoqun (Mask) #36, Zhang, Tao (Kevin) #48 Professor Kim MGT 205 Assignment #5: IT’s About Business 3. 2 1. Why was it necessary for the Isle of …

Customer ServiceMicroeconomicsWarehouse
30 views
Words 417
Pages 2
ABC Analysis to Improve Efficiency of Customer Service Activity

ABC Analysis explores or evaluates relationship of antecedents, behavior and consequences. The ABC system provides information to improve the management and operation of ongoing activities. The goal of ABC should be to increase the value of the products or services provided to customers and to …

Customer Service
29 views
Words 721
Pages 3
Starbucks Delivering Customer Service

Lifetime Value For Unsatisfied, Satisfied, And Highly Satisfied Customers. The story of Starbucks ‘ transformation from a small independent coffee shop tucked away in a corner of Seattle’s Pike Place Market to a cultural phenomenon spanning the globe is legendary. A number of factors have …

Customer ServiceStarbucks
26 views
Words 1432
Pages 6
Evaluating Customer Service

The organization of interest for the study will be referred to as the Administration is the federal government agency responsible for administering social insurance programs (retirement benefits, survivors’ benefits, supplemental security income, and disability benefits) in the United States and abroad. The Administration presently employs …

Customer ServiceWelfare
26 views
Words 68
Pages 1
Customer Service Profile–Marriott Hotels

Motivate employees, train them, care about them, and make winners of them. At Marriott, we know that if we treat our employees correctly, they’ll treat the customers right, and if the customers are treated right, they’ll come back. Bill Marriot Jr. If a customer leaves …

Customer ServiceHotelMotivationWalmart
25 views
Words 782
Pages 4
Analysis of Customer Service Problem of Best Buy

Introduction Overview of the task The task of this essay is to have a research in person to pay a visit on Best Buy to discover its potential marketing problem, anticipate the consequences and provides potential solution to this problem, which from my perspective, is …

Best BuyCustomer ServiceProblem
22 views
Words 1167
Pages 5
My Week as a Room-Service Waiter at the Ritz – Customer Service that Puts the Ritz in Ritzy

The phrase “the customer is never wrong,” has been attributed to Cesar Ritz, the founder of the Ritz-Carlton empire. Needless to say, the man knew from customer service. How does this luxury hotel keep its customers content—and coming back? (more…)

Customer ServiceEmpathyEmpowermentHotel
21 views
Words 42
Pages 1
Customer service and satisfaction as one of the most important factors in the Thorpe Park

Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park. If a customer is treated with respect upon arrival and is pleased with how an employee dealt with them (ranging from …

AdvertisingCustomerCustomer Service
20 views
Words 1556
Pages 7
5 Social Media Customer Service Stats You Must Know

There are many statistics floating around when it comes to social media, and with any time they continue to reflect the change to the evolution of social media space which is as fluid as our culture.However, for those of you who have been paying attention, …

Customer ServiceFacebookSocial Media
17 views
Words 608
Pages 3
Customer services team

Director of E-commerce The director of E-commerce provides the E-commerce department with updates of what is happening with the online business. The director is responsible for the whole online business. They will plan and establish objectives which they will aim to achieve to make the …

Customer ServiceE-commerceInnovation
17 views
Words 644
Pages 3
Fetac Level Customer Service

The hotel offers 104 superb bedrooms designed for guest comfort and relaxation, many with superb sews over the river and town. They have two penthouse suites known as the light and dark rooms offering luxury at its finest, ideal for special occasions. The Westport Hotel …

CustomerCustomer ServiceHotel
15 views
Words 716
Pages 3
Exceptional customer service

Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, you must make superior service second nature of your organization. A seamless integration of all components in …

Customer Service
15 views
Words 244
Pages 1
Customer service – the investigation assignment

I’m going to do an investigation into two different organisations taking into account the principles, products and services that are offered and the companies’ customer care policies. My first organisation is Alton Towers; a fun packed theme park aimed at all types of age groups, …

CustomerCustomer ServiceReputation
14 views
Words 1344
Pages 6
Customer Service Industry

The customer service industry has become a great point of focus due to the emergent market factors including liberalization, increase in competition, and the increased growth in population. The service industry commands a substantial share of the market though the value of the customers to …

CustomerCustomer ServiceService Industry
14 views
Words 102
Pages 1
Customer Service in Athens Greece

Customer service is important in any organization, industry or firm. It ensures that satisfactory services are provided to the customer or clients during and after they have purchased goods or services. Customer service ensures that there is customer retention which by and large determines the …

AthensBankCustomerCustomer ServiceGreeceTourism
14 views
Words 96
Pages 1
Customer service department

I would like to acknowledge the following people for their support and assistance with this internship . From the Lotte Mart Phu Tho, first of all, I want to express my deep gratitude to thank my immediate supervisor. Ms. Trinh Thi Mai, her remarkable supervision …

Customer Service
13 views
Words 635
Pages 3
Pleasant Surprises Are the Best Customer Service

On the Sunday of Labor Day weekend, I received an email from a customer asking if we could ship out a monogrammed writing portfolio for a last minute thank you gift for the officiator of his wedding.Most companies may think it is more than good …

CustomerCustomer Service
13 views
Words 704
Pages 3
Assessing different approaches to customer service

For my Customer Service Unit I will be interviewing two leisure centres, College of St. Mark and St. John and the Mayflower leisure Centre. I have chosen these two centres because they are slightly different and I thought it would be interesting to see how …

Customer ServiceSport
11 views
Words 478
Pages 2

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Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It's also the processes that support the teams making good customer service happen.
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