Customer Service Essays (Examples)

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Customer Management Practices at AC Guy Ltd

Words: 2861 Length: 10 Pages Document Type: Essay Paper #: 56893142

Customer Management Practices at AC Guy Ltd.

For services businesses that deliver highly specialized knowledge and expertise to customers, their ability to set reasonable and realistic expectations and then deliver exceptional experiences is critical to their long-term growth. The essence of customer management in services businesses including each area of the heating, ventilation and air conditioning (HVAC) industry is predicated on this concept of customer management. Concentrating on setting realistic expectations then delivering excellent experiences is the essence of excellence in customer management. Creating expectations and delivering remarkable experiences for customers in service industries gets quickly beyond technical ability to the innate sense of what really matters to customers and addressing those issues clearly, candidly and honestly (Ang, Buttle, 2009). The bottom line is that by continually delivering exceptional customer service experiences based on realistic expectations builds trust and reinforces a reputation of excellence in customer service. Trust is the…… [Read More]

References

Ang, L. & Buttle, F. 2009, "Customer development strategies for exceeding expectations - An exploratory study," Journal of Database Marketing & Customer Strategy Management, vol. 16, no. 4, pp. 267-275.

Arnett, D.B. & Badrinarayanan, V. 2005, "Enhancing Customer-Needs-Driven Crm Strategies: Core Selling Teams, Knowledge Management Competence, and Relationship Marketing Competence," The Journal of Personal Selling & Sales Management, vol. 25, no. 4, pp. 329-343.

Ballantyne, D. 2005, "Customer Relationship Management: Creating Competitive Advantage through Win-Win Relationship Strategies," Managing Service Quality, vol. 15, no. 5, pp. 485-488.

Crosman, P. (2008). SaaS gains street traction -- providers are pitching software-as-a-service as a universal answer to application needs. But will wall street firms adopt SaaS beyond CRM? Wall Street & Technology, 26(9), 37-n/a.
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Customer Relations Service Comparisons There Are

Words: 1447 Length: 3 Pages Document Type: Essay Paper #: 21679537

This irritated the client, but the situation was the worst when he took the family on an international trip and found that their seats has been reassigned to the non-Premier areas of the aircraft with less legroom. This also happened on subsequent flights, and the client felt that he was treated like baggage. (Sturm, 2004) It has already been seen that this airline is concerned about their customers, yet the airline succeeded in irritating a customer with what the customer feels is "lack of gratitude." One is sure that what the airline staff did was according to the laws, but the client was unhappy. This is generally the result of not being able to communicate in a manner that makes clients happy. Thus methods of implementation are probably as important as the policies themselves.

Let us now look at another airline from the list. Delta Air Lines chief customer service…… [Read More]

References

American Airlines adds extra feature and more self-service machines" (16 September, 2005)

Airline Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2005_Sept_16/ai_n15397415Accessed 7 October, 2005

Delta Air Lines aims to climb customer satisfaction table" (6 October, 2004) Airline

Industry Information. Retrieved at http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_Oct_6/ai_n6228361. Accessed 7 October, 2005
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Customer Centricity - Literature Review

Words: 6336 Length: 20 Pages Document Type: Essay Paper #: 58933056

Even customers who are satisfied with something do not always return to that specific business, especially if the business is somewhat out of the way or relatively inconvenient to get to (Jackson, Cunningham, & Cunningham, 1988).

Customer loyalty is generally thought to be achieved when a customer returns to buy something that they have bought before from the same company (Jackson, Cunningham, & Cunningham, 1988). There are many other ways to measure loyalty statistically, but it basically boils down to a customer returning to a business even though there are so many other choices available (Jackson, Cunningham, & Cunningham, 1988).

There are many ways to increase customer loyalty and it is significant to discuss some of them here (Rackham, Honey, Colbert, Fields, Hinson, Morgran, Morris, Sugden, & Tribe, 1971). One of the best ways is to meet or exceed many of the service standards that others in the industry have…… [Read More]

Bibliography

Achrol, R. & Stern, L.W. (1988). Environmental Determinants of Decision Making Uncertainty in Marketing Channels. Journal of Marketing Research, 25: 36-50.

Assael, H. (1987). Consumer Behavior and Marketing Action. Third Edition, Boston, MA: PWS-Kent.

Bitran, G., and Hoech, J. (1990). The Humanization of Service: Respect at the Moment of Truth. Sloan Management Review, 31(4), 89-96.

Boyan, l. And Enright, R. (1992). High Performance Sales Training. New York: AMACOM Division of American Management Association.
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Service Quality of Singapore Airline

Words: 1774 Length: 6 Pages Document Type: Essay Paper #: 95444893

Service Quality of Singapore Airline

The focus of this work in writing is the examination of the SERVQUAL model as it applies to a case study of Singapore Airlines in regards to service quality and the application of a conceptual model of service quality. This study will additionally explain the gap in service quality between firm and customer.

The work of Prayag and Dookhony-Ramphul (2010) report that the SERVQUAL model "is still the most widely used scale for measuring service quality. The SERVQUAL scale has been applied to airlines, hotels, financial services, health care, and the public sector." (p.3) uttle (1995) reports that SERVQUAL makes provision of a technology "for measuring and managing service quality (SQ). Since 1985, when the technology was first published, its innovators Parasuraman, Zeithaml and erry, have further developed, promulgated and promoted the technology through a series of publications." (p.8) It is reported that the AI/Inform…… [Read More]

Bibliography

Buttle, F. (1995) SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing 30,1. Oct 1994.

Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1985), "A conceptual model of service quality and its implication," Journal of Marketing, Vol. 49, Fall, pp. 41-50.

Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1986), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality," Report No. 86-108, Marketing Science Institute, Cambridge, MA.

Parasuraman, A., Zeithaml, V.A. And Berry, L.L. (1988), "SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality," Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
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Service and Marketing Customer Point-Of-View

Words: 1717 Length: 6 Pages Document Type: Essay Paper #: 77509336

Customer Service and Marketing

Customer Centric usiness

The customer-centric business model is a necessary hybrid delivery system of goods and services in today's business environment. With the advent of the Internet, and e-business, customers are no longer limited by traditional geographic parameters for their purchase choices. Other factors which established boundaries to the consumer's choices, such as limited knowledge of purchase options, and time constraints, or the inability to travel, and research options before making a purchase choice have been dissolved.

Today's consumer is driving the marketplace in much more powerful ways, since he or she can sit at a desktop computer, and become aware of the options, prices, and product selection in minutes. Armed with this power, the retailer, or provider of good and services that are not also in touch with the advancing level of consumers desires will be left with full shelves, few customers, and falling revenues.…… [Read More]

Bibliography

Almasy, Erich. Building a Customer-Centric Organization. 2000. Mercer Management Conculting. Accessed 12 Dec 2002. http://www.mmc.com/views/00winteralmasy.shtml

Drucker, Peter. (1982) In Search of Excellence. SanFrancisco: HarperCollins.

Ryan, Janet. Creating a Customer-Centric Online Business. 2001. Clickz.com. Accesses 12 Dec 2002 http://www.clickz.com/res/analyze_data/article.php/843481
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Service Operations Management Report Mccarran

Words: 2781 Length: 9 Pages Document Type: Essay Paper #: 20051100

While this paper focuses on process-centric improvements to McCarran, the research completed for this paper highlights the critical need for an all-encompassing IT architecture that allows for data to support both processes as thoroughly as possible.

Figure 3: Combining the Check-in and retailing processes for greater efficiency

Luggage and Baggage Process Improvements

Another major area of process improvement McCarran needed to focus on was luggage and baggage handling. The airport had been losing between 10% to 30% of all bags, leading to high levels of customer dissatisfaction and many manual processes attempting to compensate for the confusion around this broken process. Relying on Radio Frequency Identification Devices (RFID) McCarran piloted several programs for baggage tagging, management and retrieval using the RFID standard. In the retail industry, Wal-Mart has been a pioneer in establishing higher levels of performance in logistics and supply chain performance using RFID, and McCarran's many efforts have…… [Read More]

Joustra & Dijik (2001) - Paul E. Joustra and Nico M. Van Dijk. SIMULATION OF CHECK-IN AT AIRPORTS. Presented Proceedings of the 2001 Winter Simulation Conference B.A. Peters, J.S. Smith, D.J. Medeiros, and M.W. Rohrer, eds. http://delivery.acm.org.l/10.1145/570000/564271/p1023joustra.pdf?key1=564271&key2=2390578611&coll=portal&dl=ACM&CFID=11352431&CFTOKEN=77150947

Liu and Wang (2006) - Integrated RFID Data Modeling: An Approach for Querying Physical Objects in Pervasive Computing IBM Silicon Valley Lab and Siemens Corporate Research Princeton, NJ, USA CIKM'06, November 5-11, 2006, Arlington, Virginia, USA.

Study in Contrasts (2006) - A Study in Contrasts: The Evolving SOA Strategies of IBM And Microsoft Thursday, October 05, 2006: Dennis Gaughan. AMR Research. Article.
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Service Fairness in CRM in

Words: 620 Length: 2 Pages Document Type: Essay Paper #: 47566725



Time Warner approaches the issue of returns and service adjustment through a series of escalation paths and programs. These are the first step in averting any potential need for service recovery. When the service disruption is their fault or the fault of weather-related causes the company, Time Warner is quick to provide a refund or at least a credit for lost service. This is consistent with the concept of reciprocation and respect for customers as well (Thanh, 2007).

Time Warner is less apt however to provide a refund or credit if there is a conflict with a customer over the quality or latency of a signal over time. This is unquantifiable from a Time Warner standpoint, but very real to a customer. The divergence between what quality level Time Warner thinks it is delivering and it actually is from a customers' perception causes the majority of churn in their customer…… [Read More]

References

Pazzanese, Christina. 2007. To get a train-delay refund, you must click the link. Christina Pazzanese. Boston Globe. Boston, Mass.: Oct 21, 2007.

Seiders, Kathleen, & Berry, Leonard L. 1998. Service fairness: What it is and why it matters The Academy of Management Executive. Briarcliff Manor: May 1998. Vol. 12, Iss. 2; pg. 8

Birud Sindhav, Jonna Holland, Amy Risch Rodie, Phani Tej Adidam, Louis G. Pol. 2006. The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does it Matter? Journal of Marketing Theory and Practice. Vol. 14, Iss. 4; pg. 323.

Dang, Dan Thanh, 2007. Tenacity more help than warranty. The Baltimore Sun Tribune Business News. Washington DC.
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Customer Relationship Management

Words: 1892 Length: 7 Pages Document Type: Essay Paper #: 22383634

Customer elationship Management

Over the last several years, customer relationship management (CM) has become an area which is helping firms to reduce costs and increase productivity. This is because it is focusing on offering small, medium and large sized businesses with number of solutions to streamline their operations. While at the same time, they are utilizing technology to integrate various solutions together. The most notable include: technical support, sales, marketing and customer service. (Brookings, 2013) (Buttle, 2012)

These areas are helping firm to reduce their costs and more effectively understand what is most important to their customers. This is when they can introduce products and services which are most in demand. These objectives are achieved by creating a single platform and adapting to the organization itself. This offers a firm with a customized solution (via the Internet) that assists them in understanding cliental and the marketplace. (Brookings, 2013) (Buttle, 2012)…… [Read More]

References

A Smarter Approach to CRM. (2011). IBM. Retrieved from:  http://www-935.ibm.com/services/us/gbs/alliances/microsoft/images/SMW03042WWEN.PDF 

Brookings, M. (2013). What are the Advantages and Disadvantages of CRM? Houston Chronicle. Retrieved from:  http://smallbusiness.chron.com/advantages-disadvantages-crm-43395.html 

Buttle, F. (2012). Customer Relationship Management. New York, NY: Routledge.

Lawson, L. (2013). Just the Stats. IT Business Edge. Retrieved from: http://www.itbusinessedge.com/cm/blogs/lawson/just-the-stats-the-sad-sad-state-of-crm-integration/?cs=50900