Objective Customer Services

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Components of Customer Service

 

Meeting the Customer needs:

Meeting Customer Needs is important because the customers will be satisfied with the organisation and will come back for, therefore the organisation will make more sales and profits e.g. when a person cannot walk, then the organisations need to provide a wheel chair access to the person. The organisation needs to employees a staff that can interpret for people who cannot speak English. The organisation also needs to give advice to the customer if customers do not know anything about the product.

Meeting Customer Expectation:

Meeting Customer Expectation means to show what customer expect such as providing excellent service and to recruit a staff with better product knowledge when customer asks a questions they should able to answer the questions straightaway.

Maintaining Safety:

In an organisation maintaining the safety is very important. When a customer enters an organisation they should feel safe and secure. Example: if there is water on the floor they should clean it or they should put a safety notice on the board.

Maintaining Security:

Maintaining Security means when there is damage or a problem the organisation should provide security and also security cameras.

Achieve Customer Satisfaction:

If an organisation keeps customers happy, they will be happy and will tell other about the organisation customer service and product will lead a repeat business e.g. proving good customer service and quality product to customers.

Caring for customers internal and external:

 The organisation should able to take good care of customer by providing helpfulness from staff.

                                        Excellent Customer Service

Increase sales/ More customers:

When the customer is satisfied with the organisation and the quality they produce, which means the sales will increase which means they get more customers. E.g. when a customer is satisfied with the service the organisation provide then the sale will increase, which leads to a better profit.

Customer Loyalty and repeat business:

If the organisation is loyalty with the customer then it will lead to a repeat business. E.g. when the customer are coming back to an organisation, which means they are satisfied with the service.

Satisfied Customers:

If the customer is satisfied with the organisation then they are providing good customer service and also the customers will tell others. E.g. keeping their customers loyal and caring for them will lead customers’ satisfaction.

Good Public Image:

Good Public Image is important to an organisation because it can lead more customers coming to an organisation. E.g. customer telling good thing about the organisation to their friends and families.

Competitive Edge:

Providing excellent customer service will lead the organisation having a competitive edge from their competitors and the customers will come back again, therefore the organisation competitors will decreased their sales and profits.

Happy Workforce (Job Satisfaction): 

In an organisation if the staffs are happy then they will be motivated in their jobs. E.g. keeping the customers happy and providing excellent service.

Poor customer Service

Poor Public Image:

If the customers are not satisfied with the service and the products, then the customers will tell others about the organisation.

Dissatisfied Customers walk:

The organisation customer service might not be excellent, therefore the customers will be dissatisfied with the organisation customer service e.g. the staff might have not help customer when they needed help. The staff might have been rude to the customers; therefore the customer will walk away from the organisation.

Reduced Sales, Fewer Customers:

If there is only few people are visiting, then the organisation making loss. E.g. the organisation customer service might be poor leading to unsatisfied customers,

Lack of Customer loyalty & repeat business:

If the organisations do not keep their customers loyal, then the customer will not be happy with the organisation.

Lack of Competitive edge:

The organisation will lose in their competition because if they have unsatisfied customers then the competitors will gain more sales & profit.

Unhappy  & Inefficient Workforce (No Job Satisfaction):

In an organisation if the staff are not happy, then it will lead to de-motivated staff in their jobs and customer will not be satisfied with the organisation.

 

Customer Service

For this assignment I will be using the National Maritime Museum as a case study.

Name: National Maritime Museum

Logo:

     

The National Maritime Museum is the largest Maritime Museum in the world with a collection of over two million objects related to seafaring, navigation, astronomy and measuring time. The National Maritime Museum incorporates the Royal Observatory, Greenwich and the Queen’s House and its mission is to illustrate for everyone the importance of the sea, ships, time and the stars and their relationship with people. The Museum forms the centre of Maritime Greenwich - a World Heritage Site. The government owns National Maritime Museum and with additional income derived from trading activity and sponsorship. National Maritime Museum is free entries for the visitors because it’s to do with Educational and the Museum gets they money from the sponsorship and business conference.

Mission Statement, Responsibilities and Objectives:

The National Maritime Museum Mission Statement:

     “The Museum works to illustrate for everyone the importance of the sea, ships, time and the stars and their relationship with people.”

Location:

The National Maritime Museum is located at Greenwich. It’s a World Heritage Site. The National Maritime Museum it’s next to the river, Royal Observatory and the Queen House. If you are travelling by train you could take the Jubilee line. The Docklands Light Railway provides a frequent public transport link into Maritime Greenwich from London for the Underground.

The main activities of this Maritime Museum are:

Exhibitions: e.g. Images of Sea power 1600-2000:

The National Maritime Museum holds the largest collection of marine art in the world. It was originally collected to illustrate the rise of British sea power from the Spanish Armada, through the period of colonial expansion in the 18th and 19th centuries.

Galleries: Making Ocean:

This is a groundbreaking initiative that allows the Museum to bring together and showcase the past, present and future of the oceans.

Corporate and Private Hire: The National Maritime Museum is proud to offer its historic buildings for a range of private and corporate events. At the heart of the celebrated UNESCO World Heritage Site in Greenwich, London, our venues provide an unusual setting for a variety of events.

Corporate Hire: 

The National Maritime Museum, Queen’s House and Royal Observatory are available for evening events.

Publishing: The National Maritime Museum (incorporating the Royal Observatory, Greenwich) publishes a wide range of books based on its collections and relating to the sea, stars and time.

Film Location Service: If you are seeking unique, historic locations for film and television productions, then our magnificent site at Greenwich provides everything you need.

National Maritime Museum: Following extensive refurbishment, Neptune Court opened in spring 1999 providing the Museum with 12 new galleries. Spanned by a spectacular glass roof, it is now the heart of the Museum: a meeting of classical and innovative modern architecture.

Picture Library: The Picture Library has access to one of the world's largest collections of maritime art, artefacts and photography. There are over 80,000 images of maritime related subjects and 250,000 negatives in the .

Internal &External Customers

Internal:

The internal customers for the National Maritime Museum are:

  • Security Team:  In National Maritime Museum the security team should be well trained because when something goes wrong they should able to take good care of the visitors.
  • Receptionist Team: The receptionist team needs to have good knowledge of customer service such as dealing with customers and communicating with customers.
  • Catering Team-The National Maritime Museum should provide health and safety and also they should provide compensation when something goes wrong.
  • Housekeeping Team-The Housekeeping team should able to keep the national Maritime Museum clean because visitors’ safeties are important for the Museum. The Maritime Museum should provide better facilities for cleaners such as liquids or shampoo.
  • Exhibits Team –The Exhibits team needs to have good knowledge on the product, so when the customers come they could able to answer the questions asked by the visitors.
  • Research Team- The Research team need to produce the right and accurate information. The National Maritime Museum should provide better equipments and well-motivated team.
  • Marketing Team- The Marketing Team should need to know how to advertise on their new exhibits or how they could improve from other museums.
  • Administration Team- The administration team need the right information from the staff members
  • Finance Team- The Finance team should able keeps good control of the finance. They should able to know if they have enough money on producing the new exhibits.
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The National Maritime Museum should motivate their internal customers, by doing this the internal customers will provide good customers service to their external customers.

External:

The External Customers for the National Maritime Museum are:

  • Researchers and Archaeologist
  • Families- Babies
  • Schools- Primary/ Secondary
  • Disabled- Wheel chairs, Electric Chair &Parking Space
  • Entertainment & Leisure
  • Foreign Languages- French, Spanish, Italian, German, Japanese, Chinese
  • Special Hire
  • Organised Groups

Research and Archaeologist: National Maritime Museum provides different types of information on their exhibits, such as history on the buildings.

Families: For families the ...

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