Improving Customer Service Essay - 3436 Words

Running head: IMPROVING CUSTOMER SERVICE BAKER COLLEGE CENTER FOR GRADUATE STUDIES On-Line Masters of Business Administration Assignment for course: BUS 576 Training and Development Submitted to: April Flanagan Submitted by: Chieoma Shabazz Location of Course: On-Line Date of Course Meeting: December 11, 2006 Date of Submission: December 11, 2006 Title of Assignment: Improving Customer Service Certification of Authorship: I certify that I am the author of this paper and that any assistance I received in its preparation is fully acknowledged and disclosed in the paper. I have also cited any sources from which I used data, ideas or words, either quoted directly or paraphrased. I also certify that this paper was prepared†¦show more content†¦All training, with the exception of management leadership classes, is conducted by an in-house training department. Members of this department have been employed by the agency 15 or more years and are therefore, extremely equipped with technical knowledge of job tasks. Problem Although agency employees are provided with extensive information concerning procedures for processing unemployment insurance claims and for assisting employers and claimants with job placements, many complaints are received on a weekly basis concerning unsatisfactory customer service and customer service training is not presently being offered by the agency. A large number of received complaints are centered around staff member attitudes and claimants being excessively transferred to various people when calling in with questions. It seems that either staff members are not able to answer questions appropriately or the switchboard operators are routing calls to inappropriate workers. As seen in Handout 1, acts of this nature are included in the top causes of customer dissatisfaction. Also, due to state budget freezes, many offices are understaffed which leads to remaining staff members having to take on multiple roles. Taking on multiple roles will create the atmosphere of being overworked and underpaid, which ignites angry staff members who become inpatient with and sometimes intolerant of customer needs and requests. Handout 2Show MoreRelatedSample Resume : Improving Customer Service1075 Words   |  5 Pages Improving Customer Service Lamont Worrell DeVry University November 13, 2015 It s universally acknowledged that a great customer experience is one of the best ways to ensure that customers become repeat customers and this is often the goal of most organization. Long repeat customers will imply the distinction between a thriving business and one getting ready to go under, thus understanding the worth of client expertiseRead MoreImproving Customer Service Essay example557 Words   |  3 PagesImproving Customer Service There are many methods in Asda can improve there Customer service. Nowadays every Supermarket has there own way of saying Thank you to the customer this then shows the customer that they are respected and the are wanted back and they are welcome to shop at your supermarket as long as they like. Here are some of the methods that can be used to improve the Customer service at Asda: 1. Free Gifts 2. Loyalty Cards 3. BOG OFRead MoreImproving Customer Service Quality in3454 Words   |  14 PagesINSTITUTE OF SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13,Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research will focus on an additiveRead MoreCustomer Contribution to Improving Service Quality in the Hospitality Industry5193 Words   |  21 PagesQuality Management in Services Drago Constantin Vasile The Bucharest Academy of Economic Studies, Romania E-mail: dragoscv@gmail.com Abstract The actors on the today business stage have no more well-defined roles with clear and rigid borders between them. Hospitality industry in particular is a good example how it has been blurred the roles that customers play in dealing with service providers. The study reveals that customers can influence the quality of hospitality service through performingRead MoreE Mail Marketing : The Most Important Tool For Improving Customer Service, Engaging Customers, And Advertising1627 Words   |  7 Pagesthe most important tool for increasing sales. Correspondingly, websites were also cited as the primary tool for improving customer service, engaging customers, and advertising (Taiminen Karjaluoto, 2015). SEO was rated as the second most important tool for achieving growth in sales and advertising. Lastly, e-mail marketing was regarded as the most important tool for dialogical customer communication, while social media was perceived as more of a tool for content distribution. All of the companiesRead MoreStrategic Plan and Recommendations for Improving Customer Service Performance with Effective Technology Management821 Words   |  3 PagesStrategic Plan and Recommendations for Improving Customer Service Performance With More Effective Technology Management The one area of any organization that most shows a lack of coordination and effective use of information technologies (IT) in general and Customer Relationship Management (CRM) specifically is customer service. As the team of 25 customer service agents struggle to get value from the installed IT and CRM systems, customer satisfaction suffers. The intent of this analysis is toRead MoreNike Strategic Plan1034 Words   |  5 PagesDefinition of the Problem How can Nike continue to increase their sales and profitability, not only here in the U.S. but around the world? Nike also needs to improve their public image as well as their customer service to continue to be competitive in the apparel industry. Possible Action Alternatives 1) Continue expansion into global markets where competitors have been successful. There are huge opportunities for Nike to grow across multiple dimensions in terms of international expansionRead MoreCustomer Service At Apple, Inc.966 Words   |  4 PagesBSC and Customer Service Perspective The balanced Scorecard, BSC has been instrumental in driving the performance of organizations thereby transforming the strategic objectives into a set of performance measures as noted by Kaplan and Norton (2005). As such, Apple, Inc. designs and designs technology and electronics to suit consumer needs and meet shareholder objectives that has led to the success of the company and cemented it as a market leader in the industry. The Customer Service PerspectiveRead MoreKfc Service Quality925 Words   |  4 PagesLITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of â€Å"service quality† and â€Å"customer satisfaction† and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chainRead MoreNike Crm971 Words   |  4 Pagesnowadays business world, Customer Relationship Management (CRM) is an essential for a business strategy for every company. Our chosen company is Nike, one of the largest supplier of sportswear which include shoes and apparel. Implementation of CRM programme is a essential for every successful company. Customer Relationship Management is the core business strategy that integrates internal processes and functions and external networks, to create and deliver value to targeted customer at a profit. It is