Abstract This paper is about Countrywide's ability to deliver customer value in the form of excellent customerservice. The paper begins with a look at the division of Loan Administration Servicing, the arm of the company that handles customerservice and, more specifically, the Department of Communications Compliance. The paper then explores many facets of how Countrywide delivers customer value not only is its services, but also in its policies, procedures, and actions, as these items are what make service possible. The paper also examines the organization's mission, goals, and objectives. In doing this, the paper looks at marketplace and strategy, operating practices, marketing approach, brand identity, informational infrastructure and technology, quality assurance procedures, customer relationship management, Countrywide's Global presence, and customer care programs. Finally, throughout the paper, strategy is discussed as it pertains to loanservicing and Countrywide's joint ventures.
From the Paper "Early in a company's evolution much should be decided as a foundation for doing business. The nature of the company's business practices and product it represents defines the company's core values and basic spirit. It is important to establish this basis early on in order to build and nourish the business in a successful direction. Only then can a company enter into the market place with any real hope of remaining competitive. The beginnings of a corporation like Countrywide Financial Corporation better known as Countrywide Home Loans, early on were based on simple values and goals. What later would become corporate culture, defined the nature of doing business the Countrywide way. Effectively, it is the product of the home loan or mortgage that has created Countrywide's core value of customer service satisfaction. A home loan or a mortgage, although at one time paper, remains a non-physical product. It is the act of servicing the loan that becomes the product Countrywide represents, markets and sells to the public. It is this act of servicing the loan and the person who owns the loan that becomes the company's main business activity. Essentially Countrywide is not selling loans but they are selling the dream of homeownership. They are providing a service on a very intimate level. Really Countrywide has made people their business and they have chosen to adopt an expert approach to maintaining superior customer value in their service. It is because Countrywide realizes the value behind their customers that their service excels above the rest. It is the attention to detail, the personal effort of going the extra mile that has made Countrywide the success it is today. No question, they deliver value by putting the customer first."
Abstract The writer of this paper stresses the importance of reliable and effective customerservice which is crucial in retaining satisfied customers and clients in business. This paper examines the blatant limitations in most customerservice departments. This paper explores the concept of implementing technology into existing customerservice departments while detailing the resulting impact in a particular business.
From the Paper "Good customer service is predicated upon the service desk's ability to provide service. This paper explores the concept of technology as a critical component of that ability. The kind of service that a service desk can provide is limited by its technology not just by its personnel. In this paper the experience of Consonus, a company that has used technology to ramp up its customer service capabilities is examined."
Tags:customerservice, technology, technology-based customerservice, HP, OpenView, clustering, open architecture
This paper discusses efficient and successful customerservice and provides a book report of 'Raving Fans: A Revolutionary Approach to CustomerService' By Ken Blanchard.
675 words (approx. 2.7 pages), 1 source, 2005, $ 26.95
Abstract In this paper, the writer discusses that in making adjustments and adaptations to the particular business environment, the Area Manager has learned how to process customerservice with the success and reliability that consistency offers. The writer points out that this is the final premise of 'Raving Fans: A Revolutionary Approach to CustomerService' by Ken Blanchard. The writer looks at how Blanchard presents a plot related to developing success and consistency in customerservice relations in the business community.
From the Paper "This book report will evaluate and understand customer service in 'Raving Fans: A Revolutionary Approach to Customer Service' By Ken Blanchard. Through realizing the three aspects of vision, customer needs, as well as incremental steps needed to apply these criterion in customer relations, Blanchard reveals the secrets of success for "Raving Fans" or customers. By analyzing the character of the golfer in relation to his fairy godmother, there is a storyline that reflects all of these principles in presenting a solid forum for customer service excellence. The first aspect of vision, is essential the lesson that the fairy godmother, Charlie, presents to an "Area Manager", whom she sponsors."
Abstract This paper explains that customerservice is something to which almost every retail, manufacturing and distribution company gives at least lip service. The author investigates the importance of customerservice, stating that businesses take this matter very seriously. The paper relates that modern customers are more knowledgeable and demanding; therefore, organizations need to shift from being process-centered to being customer-centered.
From the Paper "Using "Cross-Departmental Teams Memorandum To: CC: From: Date: 4 March 2005 Re: Research Report" on organizational response to increasing customer expectations of exceptional service, Abstract Customer service is extremely important in today's business world - so much so that companies need to shift to being "customer-centered". Companies are increasingly using teams to change organizational behavior. However, it is important that teams be constructed and managed in such a way that they work together for the common good. This study reviewed the way in which Sisu, manufacturer of vitamins, enhanced customer service by using cross-departmental teams."
Abstract This paper explains that Integrated Marketing Concepts (IMC), which CountrywideHomeLoans uses in its e-marketing strategy, encompasses the use of tools like advertising, public relations and direct marketing in different types of media. The author points out that, because the business of financing a home and other property is greatly service oriented, it is of utmost importance that the Countrywide name symbolize integrity. This paper concludes that Countrywide's use of marketing is a means of customer manipulation but this manipulation is well presented in the company's marketing communications, which illustrate the company's best attributes.
Table of Contents
Introduction
Marketing
Marketing Approach
Strategy
Brand Identity
Leadership Placement
Understanding the Customer and Loyalty
Conclusion
From the Paper "With powerful leadership in place as a foundation, an organization can move forward with its strategies for market share and competitive uniqueness. Part of this starts with knowing the customer and their needs. As discussed earlier on, this marketing technique can sometimes be overstressed causing a strategy to lose its purpose. However, I believe that for a company like Countrywide to move forward with momentum, the company must go straight to the source of their livelihood. In this way, management can be begun to formulate understanding what aspects of the existing strategy do not add value for the customer's experience."
Tags: integrated, tools, service, integrity, internet
Abstract This paper explains that integrated marketing communication (IMC ) as a concept encompasses the use of tools such as advertising, public relations, and direct marketing in different types of media. The author points out that, in 1996, Countrywide introduced the concept of e-marketing as part of its IMC strategic plan; its use of technology and implementation of innovative practices brings e-marketing into the forefront of its IMC. The paper relates that Countrywide has benefited from its use of IMC because it has allowed the company to grow its customer base, thereby increasing its profitability.
From the Paper "Founded in 1969 as Countrywide Credit Industries, the company "provides consumer and business to business financial services in domestic and international markets" The company is headquartered in Calabasas, California and has more than 40,000 employees in over 500 offices many in California, Texas, Arizona, Nevada, Virginia and New York. Countrywide Financial as it is now called, boasts a wide diverse portfolio of products that acts as an umbrella for the Countrywide Family. The company has seen the need to keep every aspect of mortgage banking under one roof to better serve its customer base."
Abstract This paper provides a thorough history of the manner in which United States government has developed public policies that aims to increase opportunities for home ownership through direct housing grants, loan guarantees, and targeted tax breaks. It looks at the different laws and legislation which have been passed, discussing the advantages and disadvantages of each. The writer concludes that implementing a comprehensive homeloan program targeted at low-income families would prove to be an efficient, cost-effective tool to help place all families within reach of the American dream.
From the Paper "Increasing low-income homeownership needs public assistance to succeed. While the federal government already allocates billions of dollars to housing, this money does not successfully promote low-income homeownership. It is largely targeted through the tax code to high-income homeowners through $58 billion of homeownership deductions and to low-income renters through HUD grants and the LIHTC programs. These rental assistance programs fulfill serve an important need but fail to successfully increase homeownership or build family assets. "
Abstract This paper defines the customer and customerservice and explains how meeting the needs of the customer and improving customerservice is essential for any business to succeed. The paper explains Corporate Service Intelligence (CSI) and how it pertains to the success of ensuring customerservice. The paper then describes customer satisfaction and how it is met by providing good customerservice. Lastly this paper compares Japanese and US customer practices and perspectives.
Outline:
The Customer CustomerService Customer Satisfaction
Customer Loyalty
Customer Feedback
Japanese v. US Customer Practices and Perspectives
Conclusion
From the Paper "Japanese companies have notoriously had a superior attitude and alignment with customer service. This is due largely in part to the perspective approached by their companies as compared to those of the United States of America. Japanese hold harmony as a social ideal, patience as a personal virtue, and hierarchy as an essential organizing principle. Americans, in contrast, hold freedom as a social ideal, action-orientation as a personal virtue, and equality as a fundamental organizing principle. (Linowes 23) This creates a vastly different situation. In America employees are difficult to train, and must benefit from additional work or are not particularly willing to invest their time and effort. Japanese businesses however are able to count upon the social pressures established to keep their employees producing at maximum levels."
Abstract The history of restaurant business reveals that policy making for customerservice has been a painless effort, but attaining employee acceptance to the same for making it operational is the more challenging area. This impracticability of customerservices? policies in restaurant management has led most strategies to failure from their initiation. This paper primarily describes the concept of customerservice in restaurant management. Thereafter, it shows how the improvement of customerservices in restaurant management depends upon the management's and the employee's approach towards each other, the establishment and the services. It also provides research findings on the subject and recommendations that can help improve customerservice in restaurant management.
From the Paper "The Industrial Era's school of thought was established on the notion that employees were not at all bothered to provide quality service since they abhorred working. They were given directives like any automated machine is directed a set of instructions. With the exception of employee collapses that included wounds or ailment, tasks were reluctantly accomplished.
In most cases, restaurant managements decline to the ideology of the US Industrial Era wherein employees were regarded as a constituent of manufacture process, no different than any mechanized paraphernalia. Intentionally or unintentionally, they disregard the fact that implementation of all programs, policies and strategies though ultimately affect customer satisfaction, but revolve around the internal public of the restaurant organization."
Abstract This paper examines customer satisfaction at a hypothetical XYZ Company. It examines the issue of customer satisfaction and recommends upgrading the phone and Web site and doing away with voice mail to improve customerservice levels.
From the Paper "XYZ Company recognizes that customer satisfaction is key to their long-term success. They monitor customer satisfaction and are interested in finding ways to improve that satisfaction ..."
Abstract This paper examines the book ""Best Practices in CustomerService" which was written to support those engaged in consumer service. The authors of this book analyze various market strategies and corporate rivalries while emphasizing the importance of addressing the needs of the consumer in order to meet demands in a more efficient and profitable manner.
From the Paper "Along with quality-management expert John A. Woods he has mixed 35 contemplative but practical articles that simplifies the nexus between good consumer service and better administrative pursuance. Initially Zemke educates why such pain is important and then provides an array of economical ways to execute a collection of utility schemes. He gets assistance from freelancers such as Chip.R.Bell on developing trust, Janelle M. Barlow and Dianna Maul on sustaining better levels during top demand situations, and Gary Connor on enhancing company-wide crusades. It serves as a terrific support in knowing what the customers want and to set up systems that will help in satisfying the customers want."
Abstract This paper examines an organization with business problems that can be addressed through the application of business research principles. The paper includes three possible outcomes for the research problem, an operational definition of the research problem and identification of the constructs for the operational definition selected. The paper furthermore identifies the benchmarks used to measure the constructs and includes a comparison of the expected outcomes to the operational definition. Finally, using the management-research hierarchy, the paper discusses an outline of the business research process for addressing or finding a solution to the selected problem.
Outline:
Abstract
Survey Analysis on Internal CustomerService at PFG
Conclusion
From the Paper "Defining the problem is the first step to solving the problem (Gomez-Mejia , 2002 p.7). The PFG-Little Rock procurement department has received complaints about the adequacy of customer service provide by the procurement department associates to the outside sales associates. In investigating the symptoms associated with the complaints, sales associates indicate procurement associates respond with the correct information while exhibiting an appropriate attitude but not as quickly as preferred by the sales associate. With the analysis of the information, the question should be posed; does the response time of a procurement associate influence a sales associate's perception of adequate internal customer service?"
Tags: product, service, performance, department, excellence, time
Abstract This paper explains that quality customerservice is a key competitive advantage in today's marketplace and that companies that don't provide quality customerservice will ultimately suffer for failing to do so. The paper also explains that in order for a company to provide the type of customerservice that today's consumer demands, customerservice representatives and managers must master the skills and techniques needed to deliver uncommonly good service. Finally, the paper discusses what these skills and techniques are and concludes that their application will result in increased sales, better products, and improved business efficiencies for an organization.
Introduction
Statistical Results of Studies on CustomerService Difficult Customers Good CustomerService Conclusion
From the Paper "For many American consumers, it is difficult to live and work amid today's service economy. Almost everyone has a customer service horror story. It may be about the customer-service representative whose standoffish remarks ruined a long-held high opinion of a company. It may be the contractor for an expensive job who never finished the work or returned calls. At any rate, discontent with bad service is increasing in America according to experts, many of who attribute it to demands for speed in the Internet age, and a refusal to accept anything less."
This paper compare two books "The Myth of Excellence" by F. Crawford and R. Mathews and "Branded CustomerService" by J. Barlow and P. Stewart, which address the complex customerservice issues.
Abstract This paper states that Barlow and Stewart's "Branded CustomerService" does an adequate job of exploring the relationship between customerservice and branding; however, Crawford and Mathews' "The Myth of Excellence" is a much more insightful and provocative study of advanced service management today. The author points out that Barlow and Stewart state that, in order to add value to a brand, the modern business enterprise must focus first and foremost upon customerservice. The paper relates that Crawford and Mathews study the importance of customerservice from not only a business perspective but also a cultural, social and psychological context. The author stresses that the central concepts of Crawford and Mathews are the values, which they argue, consumers are seeking in their relationships with modern businesses: clarity, ease, certainty and trust.
From the Paper "Consider, for example, the common business practice of "high-low" pricing to sell new inventory at a higher price, and they radically discount it at sale prices later. The authors note that consumers began to become "suspicious" of this pricing strategy in the 1960s so that today: "The real problem with the traditional high-low method of pricing is that consumers simply don't trust it. They don't feel they're being rewarded at the lower sale price but, rather, that they're screwed at the higher regular price." The authors use this insight to explain the extraordinary popularity of the Every Day Low Price philosophy of the most successful retailer on the planet: Wal-mart."
