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 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 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 loan servicing 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 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 From both the management's and the customer's point of view, customerservice is a component of a business that is needed by both the deliverer and the user. The paper discusses the concept of customerservice and how this concept changes in a global environment, taking the international banking industry as an example. The paper shows that a bank in the US would have to operate differently in China, as it would have to be more attune to the needs of the Chinese consumers rather than the American customers, even though its base and corporate governance is American. The paper discusses Christopher Earley and Miriam Erez's book "The Transplanted Executive" which explores the issue. The paper also shows how most banking organizations base their plans and strategies on three tiers: Coordination Tier, Boundary Tier and Customer Tier.
From the Paper "According to Schneider and Bowen [1995] in a service oriented organization, customers are the foundation for the business. Without them there is no business, therefore the main aim of the organization has to focus on servicing them, catering to their needs and meeting their expectations. For every organization and depending on the service that it provides, there are certain expectations and criteria that customers judge them. For example in the banking industry it is about in-depth knowledge of the industry, the monetary environment, the kind of services available as products and the speed at which the service is being delivered. Some of the common features that customers expect are security, trust and fairness in dealings, which is what service excellence is all about."
Abstract The paper discusses the effectiveness of corporate governance in banking and financial systems in Malawi, an African developing economy. The paper begins with a discussion on the history of Malawi combined with a short explanation of its economy and past laws affecting the banking industry. The banking industry in Malawi is then critiqued along with a general discussion of the manner in which banks operate and affect a country's economy. Next, the paper analyzes the larger financial institutions such as the World Bank and the International Monetary Fund in the context of Malawi's economy. In addition, the available literature on the topic is outlined, broken down into different sections. Furthermore, the paper assesses the effectiveness of corporate governance in Malawi's financial sector and proposes a study for future work. Finally, predicted results of the study are outlined, and well as recommendations for implementing and establishing better guidelines for corporate governance in Malawi's financial services and banking industry.
Outline:
Proposal
Introduction:
Corporate Governance in Malawi
Proposal Conclusion
An Overview of the Role of Commercial Banks Malawi's Financial Services & Banking System
Literature Review
Public Sector Management
Public Policy Formulation
Decentralization
Corporate Governance
Purpose of the Study & Methodology
Proposed Study Methodology
Conclusion
From the Paper "The effectiveness of corporate governance in Malawi's commercial banks is an important issue given the essential role banks play in the financial systems of developing economies and the widespread banking reforms that these economies have implemented. Although the subject of corporate governance in developing economies has recently received a lot of attention in the literature, the effectiveness of corporate governance of banks in Malawi has been almost ignored by researchers. In developed economies, the corporate governance of banks has only recently been discussed in the literature. In order to address this research deficiency, this paper discusses some of the key concepts and issues for the corporate governance of banks in Malawi that can be applied to other developing economies. In many developing economies, the issue of bank corporate governance is complicated by extensive political intervention in the operation of the banking system. Malawi is a low income country where economic development is a priority for a future stable economy. Economic development consists of capacity building, good governance and economic reform. Acquired skills cannot be utilized fully and institutions cannot operate efficiently without good governance; similarly, economic reform cannot be implemented properly without institutions that are functioning well ."
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."
Abstract This paper explains that customerservice, which is defined as a management strategy focusing on meeting expectations of the customers and ensuring their satisfaction, is an organizational philosophy as well as an attitude toward work. The author points out that police are now required to develop and display a commitment to quality service delivery and customer relations to achieve their policing goals; thereby, satisfaction of their customers, namely the citizens of the community at large, should be the focus for the police. The paper stresses that the service aspect to be performed by all the staff in the station, such as attending to telephone calls and assisting customers, should be clarified and prioritized; to minimize the inconvenience of the wait time at the police station, the physical structure of the station should be suitably comfortable with good signage.
From the Paper "Delivering courteous customer service should be a concern of not only the stations, but also should be important for any contact between the police and the public. The supervisory staffs who manage the police stations have to be the role models and correctly monitor every individual's performance as described till now, reinforce staff about courteous behavior, and provide adequate feedback for discourteous behavior. Punishment should not be used, except under very serious cases. There must be training in the academy for police officers and in the work site for the public servants for good interaction skills. This should cover all station staff."
