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Customer service - study of how different businesses can serve a typical customer's needs.

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HOLY ANGEL UNIVERSITY ANGELES CITY SUSAN MUNRO, CUSTOMER SERVICE (Case Study 2) Group 2 Arceo, Alexsandra L. Jacinto, Charito H. Maniago, Kim Russel B. Quiazon, Lady Lin T. YFRESMAR/TTH - 4:30-6:00 PM Ms. Cristina Naguit Introduction * Susan Munro is a young woman and a final year business student in a school of business who makes use of a wide array of services. * She's a working student and she's staying in an apartment which she shared with three other students in the apartment. * In just one day, she makes used of a variety of services, some of those met or even esceed her expectations. But almost of those services did not even met her expectations and ended up with dissapointments and unsatisfaction. Background of the Problem * Susan Munro had overslept the following morning in the aparment where she shared with three other students. She dressed up hurriedly, then made a quick cup of coffee but she skipped her usual bowl of cereal, figuring she could pick up a bagel at school. * She have a daily ride to the university and it was the usual driver who recognized her and gave a cheerful greeting as she showed her monthly pass, the bus was quite full, carrying mix of students and office workers, so she had to stand. ...read more.


Statement of Problem * How can services company meet or even exceed the expectations of their customers? * How can services company continue to satisfy their customers and be consistent with their service? Analysis of the Problem * Basically, the main problem focuses on meeting the expectations of each customers particularly Susan. From the start, Susan already felt that her expectations are not really met. From the time she arrivedat school, feeling hungry but no available bagels for her to buy. She doesn't have enough time to wait because its already done. Another, still in regards of food, she really want to eat sandwich but she had no choice because of a long waiting line of customers, so she rather buy other food to eat. * An instance, where Susan felt lucky to be able to make an appointment in her hairdresser because of a cancellation by other client but still, she had to wait for about 20 minutes before the cutter arrived. After a while, the result was still good even if the process had last for about 40 minutes. * When Susan got home, she picks up her clothes from the cleaners. The store was rather gloomy, smelled of cleaning solvents, and badly needed repainting. She was annoyed when she can't find her silk blouse for her interview and noticed that it was not ready as promised. ...read more.


Understanding customer's behavior can help the company know how the customers evaluate service quality provided because they tend to compare what they expected with what they perceived to receive from a particular supplier. If their expectations were met or even exceeded, they believe that they received the high quality service. If the service provided is positive, customers are likely to be satisfied, therefore they repeat purchases and build loyalty to that supplier. A service company must satisfy and even exceed the expectations of their customers. They need to be consistent with the service they offer to delight their customers before, during and after the service. Learnings * As future marketers, we need to identify and understand the needs and wants of the customers to be able to werve them well. * The reason why a service business become successful is when they satisfy and even exceed the expectations of their customers. * As a service company, you must accept the feedback from the customers that you may know what you need to improve to your service to satisfy them. * As a service provider in order to gain customer loyalty, you should understand their situation. * Service providers must consider how to value customer because these customers tend to shift on the other services when their expectations were not met and not delighted with their needs and wants. ...read more.

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