Thesis-Customer Service

Thesis-Customer Service
CHAPTER 1 THE PROBLEM AND ITS SETTING
INTRODUCTION Most anyone will agree that customer service is one of the most important parts of your company 's overall strategy to conducting
business. Without customers you really don 't have a business. Every company either has or thinks it has good customer service. However, if certain
steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions. Customer feedback is an excellent way
to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set
for yourself. Once again, you must remember you are trying to not only meet, but exceed your...show more content...
If you consistently make this part of how you conduct business, your customer 's loyalty will continue to grow. The surest way to continued success
and future growth is to not only meet your customers' expectations, but to exceed them at every possible turn. All of us have been on the receiving
end of customer service experiences that left us angry and frustrated as well as experiences that left a far more positive impression. One important
lesson to learn from these is that customer service is essentially an emotional process – it 's how the customer feels about the interaction that matters in
the long run. SWOT ANALYSIS: The SWOT Analysis is used to identify the strengths, weaknesses, opportunities and threats of the service. This will
help maintain the strengths, improve weaknesses, expand opportunities and compete with the threats the business will be encountering. The technique
is based on the assumption that an effective strategy derives from a sound "fit" between a firm's internal resources (strengths and weaknesses) and its
external situation (opportunities and threats). Strengths–Mang Inasal has a large target market giving the company an edge over its competitors for its
store accommodates a large group of people making it more enticing to visit and patronize. It became the largest barbeque fast food chain by being
accessible by putting many outlets all throughout the Philippines with high visibility it will
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Evaluate and Report Customer Service
EVALUATE AND REPORT CUSTOMER SERVICE
Successful business depends on Customer Service. It is essential to understand that every employee is involved in customer service. Everyone in
every organization is a customer of some kind. It has been proven that customers would rather switch to another company than tolerate poor service.
Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some
employee. The ability to interact effectively with customers may be the critical difference between success and failure in our work life. Effective
customer service begins with an accurate perception of our own work behavioural style. This report was designed to...show more content...
In view with the organisations vision of customer focus and providing excellent customer service, improvement needs to be made for their service
delivery. The goal of their service should be to systematize a customer service program that has proven results and well established for long term, as
part of the business culture and core values. All policies and procedures should emphasize on customer oriented and all work flow procedures should
promote reliable and consistent delivery of customer orders and purchases.
These three important service strategies are more than business initiatives; they're attitudes that should be embedded and celebrated throughout the
organization.Service as a product. Most buyers don't have the technical knowledge they need to make the best choices when they're purchasing
products such as electronics, software, cars or home appliances. They want reassurance that support and service will be available if problems arise.
View service as yet another deliverable you offer, one with real value.
The customer is the boss. One service–minded company, CoffeeVille should have a mission statement that places the customer at the center of nearly
every business function. The statement reads:
"The mission of the customer service department is to retain and to encourage increased business from customers by efficiently and courteously
satisfying their needs with respect to ordering, shipping, invoicing, handling claims and adjustments, and

Persuasive Essay On Customer Service
There really does come a time when, as a pair of trains are getting close to each other and picking up speed, that you know you should turn away, or at
least wince meaningfully, in anticipation of the crash and explosion of flames and flying metal that you know is just moments away. You know you
should, a part of you wants to, but you cannot turn away.
That is the feeling that I have these days as I watch the airline industry. There they are, flying along with absolute, reckless abandon and it is just a
matter of time before they hit something. I am not sure what they will hit–reregulation, economic reality, unlooked–for competition from upstart airship
companies–but I do know that when they hit it, it will be spectacular.
So what is fueling all this talk of crashing trains and dire predictions vis–Г –vis the airlines? Two words: Customer Service.
Any good businessman understands one thing–if he understands nothing else–that customer service is vitally important to the continued survival of a
company. In fact, ask any small business owner the secret of his success and the answer will usually have something to do with customer service. You
can have the greatest product in the world, but if you don't work on customer service–making the customer's experience as good as it can be–then you
are not going to sell very much. If a recent survey from the University of Michigan is correct, this seems to be a lesson lost on the majority of airline
executives these days. In fact, with

Introduction And Background Of Customer Service
INTRODUCTION & BACKGROUND OF CUSTOMER SERVICES
Customer service: is a marketing tem that how product or services provide by a company ,it is an act of taking care of customer demand and need
by providing and high quality service and assistance before customer avail it and after service as well. It's all about that we required to make sure that
we meet the customer`s desire and needs. Customer service is all about interaction between a customer and service provider and Service is defined as
activities whose output is not a physical product, it is added value in form of as convince, comfort that are essentially intangible concerns.
Background:
Humans figured out trade very early on. By 3000 BC, humans were setting out on missions of...show more content...
Email becomes the primary way of interacting with customers online when the Web emerges in the 1990s.
1960s: Private Automated Business Exchanges (PABX) began to be used to handle large numbers of calls. These became the "call centers".
Early 1990s: Computer Telephony Integration (CTI), works with IVR technology to collect information about customer behavior in telephone systems.
2006: Twitter launches. By 2011 65 million tweets are sent each day and companies begin to find Twitter agood platform to respond to customers
quickly when they have issues (or compliments) and to have a sense of the person 's "social relevance" based on number of followers.
Late 2000s: Some companies turn against offshoring customer service as customers feel alienated by agents who they can 't relate to or don 't seem to
have agency within their organization.
2015: Facebook launches Messenger for Business, and sets the pace for companies using messaging technology to contact customers on their mobile
devices.
CUSTOMERS` PROBLEMS & DEMAND
Customer may expect more from companies than they did before, but with the right technology, there's no reason why any business can't meet (and
exceed) the rising customer expectations. With customer service now the key competitive differentiator, make your customer experience a priority and
you'll soon see huge rewards.
The top customer issuesPercentage highly annoyed
Can't get a live person on the phone75
Customer service is rude or

Reflective Essay On Customer Service
I have worked as a customer service representative for Delta faucet company since 2013. Time really does fly! As a customer service rep I assist
customers, seller, and plumbers with information on products and troubleshooting. My three most favorite tasks of my job are talking to the customer
to find out the issue, troubleshooting, and making sure the customer is satisfied with the way I handled the call. The reason I enjoy these task the most
is because one, it guarantees my monthly bonus. We have a call flow that must be met and as long as I am doing these three steps on every call
that is an extra dollar per hour. Talk about motivation! I also like when I have a disgruntled customer who is at peace by the end of the call. I take
pride in my work and knowing that I have made a customer's day make my next call that much better. I use use all learning patterns during each
call. I use the sequence pattern throughout the call following the main call flow. Getting away from the call flow can cause steps to be missed and
can cause monitors to be marked off. I always make sure each step is checked before moving to the next. I think my technical and precision go
hand in hand. I make sure I know how the product works as well as what causes certain issues to be able to positively assess each situation. I am not
a plumber but if you got me on the phone you would think I have been doing it for years. Learning the products is not enough, you have to know how
they work. My job gives us

Essay On Customer Support
Standard of Customer Support
While you are comparing websites to buy accessories by Plantronics, be sure that you are opting for an option which offers high quality customer
support. You can check the standard of customer support easily before you select the website. There are multiple ways to do this. For instance, you
can send a query through email and check the time span in which the response has been provided. Other than that, check the standard of support
provided. Has the email been replied in the time frame committed? Has the query been entertained in the correct manner? Is the support team showing
a high level of commitment? These are some of the many queries that need to be present in your mind when you are checking the level of...show more
content...
For this purpose, he would send an email explaining the query that he has. If the support team is efficient, a prompt reply to the customer would be sent
which would help him in taking a quick decision about buying the headset. On the other hand, if the response is delayed, the customer would have to
wait for making the decision. Reputed websites have efficient support teams so that the customers can be helped in timely manner.
Communicate about the time frame required to deliver
This is one of the key steps of buying accessories which would affect your decision. If you have finalized 3 to 4 websites, hold a proper discussion
with each of them regarding the time that would be required to deliver the headset. Some websites have lengthy time spans for delivering. You should
check your urgency level and then compare it with the delivery time needed. If you do not have a high level of urgency, you should ignore a website
that requires a long span to deliver the headset.
As a customer, you should check the steps taken by a particular website to deliver the accessory. Ensure that the selected website takes the necessary
protective steps to deliver the product. You should also check whether the website is charging additional sums of money to deliver the product. Before
you go finalize the website, go through the terms and conditions given online.
Filter out the best website
Once you have gone through all the websites which you have

Customer Service Reflective Essay
As part of my improvements to customer service for CPG I came up with several different ideas which would improve the service. One of these ideas
was to place EXPD Tracking Details onto the Smartsheet. This would benefit the Customer account of Survitec who sent orders out daily via EXPD.
By providing the Tracking Details this would improve service because it would mean that time would be saved as Survitec could find the information
without needing to contact CPG. It would also allow Survitec to pass this information directly onto the customers. This would mean the Customer
Service Team would be able to deal with Survitec other queries more effectively. I chose to use the Smartsheet because I knew that it could be utilised
by both Internal and External Customer. However before I was able to implement this idea I had to discuss it...show more content...
I started by asking Sam and Zanny If they had time available for me to present an idea to them, they informed me that they did so we undertook this
discussion. I was courteous and respectful to my colleagues as I ensured that it did not disrupt their current tasks. I knew that they were happy to help
me due to their friendly and welcoming tone of voice and their open body language. We undertook this discussions at our desks as it meant that I was
able to demonstrate my idea to them. The column was placed on the EXPD Carriage Smartsheet (Screenshot–Evidence Folder–Unit 240 EXPD 3). I let
them know that this idea would be valuable to delivering consistent and improved customer service as it would save us time, Sam and Zanny agreed
that it would and asked me to present a draft of the implementation. I gathered the information that I would need using the Expd.com website as this
allowed me to see the current daily consignments (Screenshot–Evidence Folder–Unit 240–EXPD

Importance of customer service
IntroductionNowadays, many medium sized service companies have appeared in our market society. What factors have led them to success? Of
course, the most important one is doing as best as they can on customer service. Customer service is not only a quick table wipe and a glass of ice
water. There are many mechanisms to control it. In this essay, I am going to describe the importance ofcustomer service, and then I am going to talk
about how customer service works in the system. Follow that I want to focus on the analysis on how to use this method to make companies to achieve
success. Finally, I will illustrate what is my feeling in EIBT, what is its strengths and ways to improve.
Importance of customer serviceThe meaning of customer...show more content...
However, implement of an improvement project be planned, but internal resources are not sufficient or capable of managing the change, the
appointment on a fixed term contract of a consultant or interim manger may be a desirable option. Change can be implemented with less interruption
on staff conducting their normal duties. Changes should be consisted completely.
Successful serviceA successful service must have a pleasant environment. The most important factors are friendly and well–groomed staff and
informed staff with helpful supervisors. Otherwise, it should have willing assistance, speed of delivery and politeness.
Customer valueThere are four types of customer value. First one is basic service. It is the very basic services or products offered to customers. The
next stage is expected service which is customers expected what the service looks like. Then, desired service which means it will have some add
value for customers. The final part is unexpected service. Once customers become used to superior levels of service, they may expect something more
or different. Thus it is necessary to find ways of giving the customer a different and better service that give unanticipated value.
ConclusionCustomer service plays an important role in business world to allow them to achieve their success in the market. Customer service involves
a complicated process, in which it needs to be thoroughly planned to be

Customer Service For Health Care
Customer Service in Health Care Customer services is a very important part of managing ongoing client/patient relationships, because they are the key
to bringing in revenue. The concept of customer service is to deliver outstanding services so the customers will have a great experience. I currently
work in the healthcare industry and the company that I work for is starting to have trainings and meetings to improve customer service to our clients
to help increase our patient satisfaction levels. There are some employees who strive to help the patient by going far and beyond their line of duties,
and as others are burned out and feel like they just need to get the patient in and out without really understanding the patient's needs or...show more
content...
This will help with revenue and keeping their business growing. Customer service is kind of different in healthcare. Even though healthcare
professionals do their jobs and take care of their patient's needs, customer satisfaction has never really been a must. It is usually understood, do the
minimum and get them in and out of the office and on to the next patient. We all know that when patients get sick they usually do not want to go to
the doctor but they know it is a necessity. Since it is not an option, but a necessity; patients sometimes feel they do not deserve superior treatment.
Now that there's a patient satisfaction survey this will change the way customer service works due to the patient 's rating their experience. Therefore,
the hospitals have to step up their game and set different rules. There needs to be many changes made from communication between staff, the quality
of care, and the patient 's visit with the healthcare provider in order to increase their ratings. I would like to share a couple of examples showing good
customer service and bad customer service. Good customer service– A homeless man comes into a public health clinic, and he needs to have services
so that he is able to stay in the shelter later on that evening. The clerk assists the patient by getting

Importance of Customer Service Essay example
Importance of Customer Service
Introduction
Today's organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of
your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of
understanding, attracting, and keeping valuable customers. "Having satisfied customers just aren't good enough". Kenneth Blanchard and Sheldon
Bowles, co–authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the
focal point of any business. I would want more than just a satisfied customer; I want a "Raving Fan"....show more content...
Discover What the Customer Wants
After creating your vision, try to discover what the customer wants or what their vision is. The customer will focus on just one or two things and it
will be up to you to fill in the gap with your vision. You will then pick and choose which ideas you want to use to complete or build up your vision.
Not every idea of the customer will be used or has to be used. Some ideas may not be feasible or even applicable to what you have envisioned.
Deliver the Vision Plus One Percent
This is where the vision becomes reality; make it happen just as you envisioned it. Work out the bugs and keep doing what ever it takes to make this
vision come alive. Start out with something small that you know you can maintain and be consistent with it. Once you have mastered that idea, add to
it, make it better by just one percent. Continue to do this with each new idea, always producing better ideas by one percent. This way the customer is
not promised something that you will not deliver and you're not promising something too big or complex to consistently follow through with.
Consistency is critical; it creates credibility.
Conclusion
I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job.

It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having

Customer Service For A Business Essay
Every Business has a goal to be successful. Success is needed for a business to flour grow and one of the ways to obtain triumph in business is
customer service. There are changing grades of customer service from very poor to the excellent and while many people can provide some level of
customer service not everyone recognizes how to effectually provide this dynamic part of the thriving business riddle. Gaining loyal customers, and
giving educational platform to inform their employees on how to give and receive great customer service as well as being able to deal with conflict
resolution correctly. What is customer service? Defined by Investopedia "Customer service is the process of ensuring customer satisfaction with a
product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item.
Customer service can take the form of an in–person interaction, a phone call, self–service systems, or by other means." The research topic that I was
given was on transportation and utilities. I have chosen to focus more on the utilities industry, since there are more companies out there that offer
customer service. The first company I chose to speak about is Comcast. Comcast Corporation is the country 's leading provider of cable, entertainment
and communications products and services, with 24.1 million cable customers, 12.4 million high–speed Internet customers and 3.5 million voice
customers. Comcast is

Customer Service Essay
Customer Service
Customer service consists of the various ways in which a business looks after its customer. A business that wants to provide a comprehensive high
quality customer service must be aware of, and be able to analyse, customer needs, and also to set up systems to ensure that those needs are catered for
from the first enquiry to after–sale service. Customer service consists of a wide range of activities. The purpose of these is to make sure that customers
are happy and will return again and again. Every business should remember that customers are the factors, which affect demand for the product. It is
one of the greatest importance, therefore, for the organisation to know its customers– who they are, what they...show more content...
They also to compete with the likes of Bp and Esso by opening up over
250 petrol stations all over the UK.
Sainsbury's was founded by John James and Mary Ann Sainsbury in 1869, they first launched their first Sainsbury store in Dury Lane as a small
dairy store, it quickly became popular because the economic wealth in the area was at an all time low and by the new Sainsbury store offering low
prices it became one of shoppers favorites.
As the stores success grew so did the branches open up on higher class high streets like in Islington and Kentish Town further growing and then
becoming a Public Limited Company (PLC) which now owns over 500 branches across the UK.
Types of Customer
Lordly Customers – Lordly customers like to be treated as special and important. How they are treated is often just as important to them as what they
are buying. They are impatient. They will refuse to wait in lines or queues, even if it means not buying what they want. Their time is valuable. If they
have questions they want them answered right away. They are status conscious and like to be seen as powerful and up to the minute. They do little
research before they buy and often buy on impulse. They treat staff as just there to serve them and have little interest in staffs feelings or problems.
They are not afraid to complain and can do so

A business seeks to make a profit by providing customers with goods and services. The success of the business is in the quality of the goods and
customer service. Management and leadership styles have a great impact on the working environment and employees' motivation. The working
environment also affects both management and other employees' motivation, which in turn influences the overall progress and well being of the
organization. It all comes down to keeping employees enthusiastic and energized by developing a leadership style that will build teamwork and growth
for the organization.
The managers' leadership style contributes directly to the employees' motivation and work satisfaction. There are many...show more content...
This changes the working environment; making it an environment with a lot of team working, where each employee feels that he plays an essential
role in the well being of the business. The free–reign style of leadership is the most lenient style, in which the employees have the complete freedom
by having the right of making the final decision–making. When assigned tasks, they finish them using their desired method, making the final decision
and adding any innovations. The leader creates a very friendly environment where each subordinate is accountable for his job, without the involvement
of the leader, except in some situations. However, the manager in this case adopts this style of leadership when there is great honesty and trust between
the employees and managers. Ideal leaders follow the motivational theories to enhance the working environment and to make the employees not only
satisfied, but also highly motivated. Employees' motivation is the force that initiates, directs, and sustains personal behaviors and actions, which is the
force that moves employees and managers to higher performance.
There is a multitude of reasons an employee will remain within a given company. High pay, excellent benefits, job security, and the ability to retire
within a company are among the most sought after components of the perfect job. Unfortunately, any one of these attributes alone is not enough to

Customer Service At A Retail Shop Essay
INTRODUCTION
Customer service is a service a person receives before, during and after purchasing the item. The success of a company partially depends on the
customer service they offer, which can make customers spend more, give a positive review or even be a frequent customer to that business or
organization. A company that valuescustomer service spends more time and money training their employees on customer services or taking feedbacks
on their services from the customers.
At a tender age was taught the art of customer service by my uncle whom I worked for during the holidays at a retail shop. Learned that customer
service involves attentively listening to customers, being patient with them also having a clear communication to avoid misunderstandings, among
others lessons.
Learning Discussions
Throughout this discussion, we shall see the course objectives and discuss how I have demonstrated the knowledge of customer service. These
objectives of customer service are;
Use various problem–solving techniques in handling difficult customer situations. During my time working for my uncle, I picked up some
entrepreneurial skills which made me found my own business as a wholesale distributor of sports gear, sports attire, and gym equipment. While running
the business I had to deal with different difficult situations with customers, this includes customers being rude, talking down to me to some extent
insulting me. But with time I learned to handle different customers

Customer Service Essay examples
Companies are misguided nowadays by the notion that customers depend on them, when the truth of the matter is that companies are dependent on
those customers. Customer satisfaction and customer loyalty is now essential for a business or company to survive. So what is the difference between
customer satisfaction and customer loyalty and how to companies and or business achieve this? Also when you have difficult customers how do you
achieve customer satisfaction?
It's essential that companies or businesses today listen to their customers. No company or business today can afford to disregard the importance of
customer satisfaction and loyalty. Aren't they the same thing? No, they are absolutely not and they are enormously...show more content...
Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their
expectations. Customers only give a company one chance and if they aren't satisfied they will not do business with that company again, as well as tell
others of their experience. The next step would be to exceed the customer's expectations. If a business goes above and beyond to assist the customer
they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make
them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction
and loyalty will be gained. "Acquiring a new customer can cost four or five times more than keeping a current customer" (Bestmark, 2013). So it's
essential to keep the current customer's happy and coming back for more.
Some of the ways that businesses can build loyalty would be by offering loyalty programs, Interacting with customers, surveys, creating institutional
ties, and personalized marketing. Another way to build loyalty is to treat your employees so well that they treat your customers well. If you have
happy employees they will treat your customers happy. "The link between satisfaction and loyalty however is not proportional" (Kotler, Keller, 2009,
p71), so businesses must

Essay on Customer Service
October 31, 2010
Unit 10: Reflection Writing Assignment
1. The key concepts and topics in this course that have made me a stronger candidate to continue in the business world would be what I have learned
from the units dealing with:
Diversity, Customer Behavior, Customer Loyalty, and Exceptional Service:
I have learned that customer comments, good or bad should always be taken into consideration, addressed and handled appropriately. Comments can
provide insight to the thought process of the customer and it could help improve not only the customer service department but the product as well. The
success of a company relies on the customer. Relationship Building and Solving Customer Problems:
Satisfied customers will...show more content...
Customer service representatives (CSRs) play a big role in keeping, and bringing customers to a business. That is why it is essential to train customer
service representatives in effective communications styles and skills because they are the liaison between the customer and the business. The CSR's
communication skills can impact the decision of a customer's loyalty and the right communication style can be helpful in avoiding conflicts.
Communication styles are methods in which a particular individual converses with another individual. Great service requires effective communication
styles, and skills. Having a combination of these elements will guarantee that the right message is conveyed in a way that ensures the customer
receives and understands it correctly and as intended. 2. Discuss how this course has affected you in your professional development as a student and
as a person as well as encouraging you on your academic path.
This was a very beneficial, educational and informative class. I have chosen the legal
field, more specifically, paralegal studies. I currently work for a bankruptcy law firm and I have learned a great deal since I have been employed there.
I have 30 plus years work experience and a great work ethic. With what I have learned in this class, my work ethic, and common sense, I believe I will
be successful as a paralegal. I have learned the importance of

Good or Bad Customer Service Essay
A large part of being a good service provider is ensuring customer convenience.
Study findings show that strong leadership systems focus on customers, motivate employees, and implement their customer service vision. They also
focus great attention on gathering the information needed to track customer satisfaction, and employees overall performance. Customer service should
be designed and delivered seamlessly from the customer's point of view. Customer–driven operations lead to success. Decentralized, uncoordinated
customer service provision makes for a most frustrating experience for customers.
Great food, high–traffic location, and super decor –– all are important to the restaurant business. If you take a close look at what...show more content...
I took my family to our local McDonalds for lunch a week ago (after 1 pm) and waited in line for over 25 minutes with only 4 other customers in
line before us. Of the two cash registers originally open, one lady (unable to read name covered by apron) left without informing the people in line
directly in front of her that she was closing. The assistant manager (I assume since he had no name tag but was wearing a striped shirt (everyone
else was wearing green shirts)) was called to the front 4 times to correct erroneous orders, and finally opened another register. Unfortunately, he
waited on us. We ordered salad shakers that ended up being (at best) warm. He needed to return to the register for each item, and even then had the
order messed up. He literally threw my children's orders of French fries on the tray as well as their burgers. While we were waiting, I watched one
rather slovenly worker (with a large grease stain and cheese on his BACK) throw a "to–go" bag and complain to the people in the back
about being busy. There appeared to be more than enough people working, but planning and management were severely lacking.
I recently visited another McDonalds in my area with my kids and my little cousin, then I have another disappointment. I ordered the kid meal for
him; it came with a toy and a drink with the meal. I asked for milk, which to me is more nutritious than soda. Soda does have gobs of sugar in them,
which is not healthy for any human young or

Customer Service Essay
Customer Service
When assessing the quality of customer service, there are many methods of gaining information, it is said by Mclean–conner (2006) that generally a
combination of different methods will provide the best knowledge of your customers.
Transactional Survey
Mclean–conner(2006) states that a transactional survey is only a survey of the customers that have been in recent contact with the company. These are
said to run for no longer than a week at a time and should last around 15mins. These surveys...show more content...
In the past companies have used a series of focus groups to test new ideas out on the customers and listen to what they would like from the company.
By the last focus group the feedback from customers is positive and the company feel like they have done a good job.
Customer meetings
Mclean–conner (2006) says companies meet customers in various different ways ranging from individual meetings to group meeting in communities.
The knowledge gained from these meetings is valuable in understanding and appreciating the issues customers may have about the company. When
having individual meetings it is usually either to respond to a customers issue or to provide the company with updates on their initiatives. A
disadvantage of this is the feedback from the meeting is only communicated to the employee and not the rest of the company who might benefit from
it. It is also not used as data to learn about customer trends. A way to deal with this problem would be to hold regular staff meetings or have quick
feedback sessions to find out what there hearing from the customers.
Broad based customer satisfaction tracking studies
Mclean–conner (2006) says companies use broad based customer satisfaction tracking studies to monitor there customers perceptions and progress in

Service Excellence and Customer Satisfaction
Service excellence is when a customer leaves a business happy. Good service is when something is done for you correctly in a timely, pleasant,
hassle–free manner. Excellent customer service to me is being attentive to the customer's needs, smile, and call other stores, being personable and
upbeat, going the extra mile, and ALWAYS asking thecustomer questions. Servicing customers. Like helping. And interacting with the customers.
Customer service means acknowledging the needs of the customers their queries. As a manager in a restaurant I would practice service excellence by
going over and beyond. In my restaurant NO or I don't know will never be mentioned to customers. I would treat the customer as if I would like to be
treated. Treating each customer as an individual and who has the sales person's undivided attention. Really listening to the customer and
understanding what might be behind the stated question for a product or service. Never reacting negatively to any situation but rather taking it in
stride. An angry customer has a reason for feeling as they do and it's the sales person's job to find out why and turn it around. I work as a night
auditor at the "Holiday Inn Express" and I show service excellence every time I work. I answers phones with manners and a perfect timing. When I
greet guest, I make them feel as if they want to come back. I make small talk and ask them how their stay here was? Of course I ask with a smile. My
customers comes back many times, I

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