• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Establishing customer service. I am going to explain how various businesses value their customers and build their loyalty, and how I can relate that to my Middle Eastern Buffet,

Extracts from this document...

Introduction

I am going to explain how various businesses value their customers and build their loyalty, and how I can relate that to my Middle Eastern Buffet, the following methods are how I am going to carry the process out: * Taking Care over detail. * Enabling customers to build association with a brand. * Becoming a trusted advisor. * Exceeding the expectations of customers. * Guaranteeing 100% satisfaction. * Acting on complaints, ideas and suggestions. * Promoting employee "buy in". Taking Care over detail: Taking care over detail is the first stage in ensuring that everything about the product or service that the company/business is providing is offered up to a standard. There is nothing worse than a customer purchasing a product or using a service and finding out that the product is "missing a piece" or that the service is not performed to a certain standard or even worse that the service does not work. For example, a customer can walk into HSBC bank and experience that the "statement machines" are not working and that there is not a member of staff on the shop floor that can assist the customer on what to do next. ...read more.

Middle

For example, if a certain company makes a promise to a customer that their product will be delivered on a special set date and time, then the company needs to make sure that the product is delivered on that date and the specific time. Exceeding the expectations of customers: In order for a company to remain one step ahead of its competitors a business does not just need an excellent product/service which will establish itself as a brand in its own right. It needs to ensure that it exceeds its customers' expectations by supplying them with 100 per cent satisfaction every time they purchase the product or service. In a rush to develop brand identity an enterprise can forget that the largest and most important part of delivering a service is the interaction the customer has with the enterprise. Firsthand experience will strongly influence consumers' repurchase decisions. Banking customers are more likely to return by a ratio of 10 to 20 times if the business has outstanding employees/staff. ...read more.

Conclusion

Customers often have very good ideas and suggestions about how a business could develop its products or services or improve its provision of customer service. It is always useful to allow people to offer their ideas which could in turn act as feedback to improve the product/services. Promoting employee "buy in": The most important ambassadors of any business are the employees. They are the people on the "cliff edge". They deal with the public on a one to one basis. If employees are lethargic and lack interest it will not encourage customers to purchase the company's products or use their services or return in the near future. This could then affect the recommendations aspect and the increase in income and profits. By Companies offering their employees with fair wages and good working conditions, then a business is more likely to encourage their employees to become more enthusiastic about the business they are working for because they are more motivated and satisfied. If employees are not satisfied, then there is no way that they can satisfy the needs of their customers. ?? ?? ?? ?? ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Case Studies and Analysis section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Case Studies and Analysis essays

  1. How Evans Enterprise party and wedding planners could use IT to help manage their ...

    * Health and safety - Computer operators may suffer from eye-strain, headaches or wrist strain. 2.6 - Legislation 2.6.1 - Data Protection Act The Data Protection Act was developed to give protection and lay down the rules about how personal data can be used.

  2. Disneyland and M&S. I am going to investigate customer service in two separate ...

    Recent information about DLRP Disneyland Resort Paris is both a holiday and recreation destination located in Marne-la-Vall´┐Że, a town in the eastern suburbs of Paris. The park is approximately 20 miles from Paris city centre. It consists of two parks, the Disneyland Park and Walt Disney Studio Park.

  1. In this assignment I'll be explaining the competitive pressures on two businesses to develop ...

    With the improvement of the online services, one of the features which ASDA has delivered back to the customers is ASDA has also been able to respond to customer demands to shop online and collect in store. The e-commerce supplier implemented a ?click & collect? capability for ASDA and today, on average, 60% of online orders are collected in store.

  2. Unit 32 P3 explain how the developments in the consumer market have impacted on ...

    for instance a service at Tesco can include information on what type of food products will arrive to the store or which products they will have available, so the customers are not really kept waiting that long because the employee looks on to the system and whatever dates that are

  1. Customer Service Analysis Between MacDonald Hotel and Chester Zoo.

    UK, but when we arrived at the zoo my first impression was that it didn?t really pull me in as much as I expected, and my opinion is that the zoo is failing to attract the 16-24 age group because it?s not offering much for this age group there?s wheelchair

  2. This report is to share own customer-experience towards a service product Starbucks Coffee

    (Kotler & Keller, 2009) These groups exposed me to new behaviour and lifestyles. For instance, I had never thought that doing assignments at Starbucks Coffee but my friends recommended that there have a quiet ambience to focus on study, so I heed their recommendations.

  1. Groupama Healthcare Customer Service Report

    3.4 Being proactive It is essential to be responsive to customer enquiries and know where to get answers if they do not know them. Being proactive the customers feels as if they are being listened to and important. If a customer has an enquiry and it takes a long time to answer it, the customer may get infuriated and angry.

  2. RELATIONSHIP MARKETING - factors affecting customer satisfaction

    This may occur due to ignorance, lack of vision, limited resources. 3. Gap 3 indicates the gap between service quality specifications and service delivery where the management understands the customers? desired level of service and specifies an appropriate set of standards.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work