CUSTOMER SERVICE EXCELLENCE (CASE STUDY).pptx
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It is a relationship that is established through professional interaction. There are different types of professional relationships. All are essential for business growth. A professional relationship should be treated depending on the type.
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CUSTOMER SERVICE EXCELLENCE (CASE STUDY).pptx
- 1. CUSTOMER SERVICE EXCELLENCE (CASE STUDY) Company Name: Home Of Dissertations Website: https://www.dissertationhomework.com Contact Number:+44 7842798340 Connect Now
- 2. Introduction It is a relationship that is established through professional interaction. There are different types of professional relationships. All are essential for business growth. A professional relationship should be treated depending on the type. The customers-company relationship should be the most important (Spector & McCarthy, 2012)
- 3. Importance of Professional Relationships They define the culture of organizations. Stakeholders can communicate effectively. Reduces conflicts in organizations Attracts new customers (Spector & McCarthy, 2012) Ensures healthy relationships between employees and customers of a company. It gives a company a competitive advantage over others with poor relations.
- 4. How to Developing Strong Professional Relations Through training employees on how to relate to consumers (Taneja, Sewell & Odom, 2015) Treating every client as the most important Communicate frequently Keep every communication professional Ensure any orders are promptly delivered Developing word of mouth marketing through influencing and negotiating skills.
- 5. Strong Negotiation Skills in Organizations Focus on the needs of the other party Use logic to make your case (Kumar, 2015) Aim to use positive language Understand the perspective of the other party Observe their body language
- 6. Continued… Listening carefully to their arguments Appreciating their argument Showing confidence when communicating Convince them by using their points Win them by emphasizing on the common ground Sell the benefits of your argument
- 7. Developing Consumer Focused Thinking This thinking focuses on the wants of the consumer. As results the products usually have ready market (Spector & McCarthy, 2012) The consumers are likely to establish a long-term relationship with the company However, this kind of thinking can limit the company's growth The company will focus on the current customers.
- 8. Importance of Consumer-Focused Thinking Establishes a long-term relationship with the clients Makes the sales predictable Able to customize products according to the customers wants hence increased profits Guaranteed sales (Kumar, 2015) Easy to convince the customers Increases referral customers
- 9. Disadvantages of Consumer- Focused Thinking This type of thinking can be expensive It will involve a lot of meetings with the clients Employee's time can also be affected. As a result, the employees will be unsatisfied It can also limit potential clients
- 10. Solutions to the Problems of Consumer-Focused Thinking Consumer-focused thinking has advantages and disadvantages. The company should create a general thinking pattern The employees should have standards for treating employees. Influencing the consumers positively will promote a healthy relationship. This way, the company will be able to provide good services without oppressing the workers.
- 11. Conclusion Professional relationships are important to businesses. They can be built through many ways such as negotiating and influencing stakeholders positively. Negotiating and influencing clients can be challenging but important for the business. Depending on the subject, every company should perfect their negotiating skills to ensure that they not only make sales but also retain the customers. Through consumer-focused thinking, a company can establish a strong professional relationship with the clients.
- 12. References Heinonen, K., & Strandvik, T. (2015). Customer-dominant logic: foundations and implications. Journal of Services Marketing, 29(6/7), 472- 484. Kumar, V. (2015). Evolution of marketing as a discipline: What has happened and what to look out for. Journal of Marketing, 79(1), 1-9. Spector, R., & McCarthy, P.D. (2012). The Nordstrom Way to Customer Service Excellence. London, U.K: John Wiley & Sons. Taneja, S., Sewell, S. S., & Odom, R. Y. (2015). A culture of employee engagement: A strategic perspective for global managers. Journal of Business Strategy, 36(3), 46-56.
- 13. Contact us now Website: https://www.dissertationhomework.com/ Contact Number: +44-7842798340 Connect Now
Editor's Notes
- It is through professional relationships that businesses are built and maintained. There are several types of professional relationships, and they include customer-employee relationship, employee-employee relationship, and government-business relationships among others. The company-customer relationship is the most important as it justifies the existence of the company at the first place. Ensuring that the customer is treated professionally will encourage them to visit again.
- Through observing the communication patterns in the company, one can understand the culture of the organization. This will influence the way a person relates to the organization. For instance, if the communication levels of a company are wanting, a customer will prefer to avail themselves at the premises rather than calling the company. Professional relationships ensure that the needs of all the stakeholders in a company are met and that the company has an advantage over other competitors with poor professional relationships.
- Every company should train their employees on how to communicate with the clients. In some cases, employees can communicate personally, and while this will ensure that the customer receives excellent service, once the relationship grows sour, the company is likely to lose the client. This explains the need of keeping all relationships professional (Spector & McCarthy, 2012). The exemplary performance of the company in delivering their promises to the stakeholders will increase their credibility hence establishing a strong professional relationship. It is also crucial for the company to have excellent skills in negotiating as this will not only engage the customers but will also ensure that sales are made.
- Putting the other party first will assure them that the company has their best interest at heart and they will be ready to listen. To ensure that a person wins in the negotiation, they should also have valid and practical points. It is also necessary to understand the thinking of the other party and to observe their body language so as to determine the direction of the argument (Kumar, 2015). This way, the employee will be able to choose their words in a way that will convince the client.
- The customers will have their arguments and doubts and appreciate that argument will show them that their view is appreciated. It will be easy to win them by emphasizing on the views that are shared by both parties and then explaining why one's views hold more benefits than the customer's views.
- Consumer-focused thinking ensures that a company develops a deep relationship with the consumers. This is important as the products and services manufactured will have direct clients and this will reduce the costs of advertising. However focusing on customers wants can be unhealthy for the business because the wants can change with time (Heinonen & Strandvik, 2015). However, when a company concentrates on the clients' needs, it will be able to market the products to more potential clients.
- Consumer focused thinking offers a way that the company can brand itself as it will be identified with the review of the consumers. In addition, a company can predict the amount of sales expected and it can also convince the current customers easily using spoken word.
- Consumer-focused thinking demands frequent meetings with the clients and following their perspectives on most of the issues (Heinonen & Strandvik, 2015). This can be costly to the business as it can demand compromises by employees. The employees can opt to quit in such situation, and they might be hard to replace. The business will also suffer from possible losses should the client chose another company
- Consumers and employees are an integral part of a company and every decision made in the company should consider them carefully. Consumer-focused thinking seems to favor the consumers at the expense of the employees (Taneja et al., 2015). However, by creating a code of ethics for the employees and terms and conditions for the consumers, any business will be able to focus on consumers positively.