AN INVESTIGATION INTO THE DIFFICULTIES OF PROVIDING EXCELLENT CUSTOMER Essay

AN INVESTIGATION INTO THE DIFFICULTIES OF PROVIDING EXCELLENT CUSTOMER SERVICE - Essay sampleThis essay will explicate client helper of process and its recent trends, its good and negative practices, the disvantages of bad client service, its difficulties and how to improve this as a profession. client Service The Basic Customer service relates to trade and sales agreement of product to a guest from manufacturer to targeted end-user (La Londe and Zinser, 1976). In this service, there is so much need close workers availability, reliability, quality delivery of services, responsiveness, organizational ability, communication skill and flexibility. While valuing customer, the customer service representative (CSR) should integrate quality service to develop customer retention and to inculcate competitive advantage in the marketing atomic number 18na. As such, this means that the CSR is able to contribute improve the profitability of the company. Positive Customer service It is per ceived that positive customer service is characterized with sensitivity to buy and sell transactional relations, sufficient association on the crossing-points in the supply chain viz-a-viz marketing orientation, organization in performing tasks and good experience of the factors relating to buying-and-sell situation. The customer must therefore be knowledgeable on standard product or service delivery governing body immediately recognize critical service problems develop customer communication system and have ability to build relations with clients. Kano, Seraku, Takahasi,& Tsuji (1984) explained that positive service is obtain whenever customer satisfaction and marketing strategies are achieved through quality management. Kano et.al (1984). This refers to the ability of the customer representative to meet the six quality attributes. These factors are basic entry threshold toward customer fulfillment, excitement factor, and performance ability (Kano et.al, 1984). Other factors are the indifferent, equivocal and reverse attributes. The latter are not much regarded by customers though (Kano et.al.,1984). It is essential however that the customer service representative is able to articulate to customer the basic features of the product or service exchange and relate with flexibility, simplicity, adjustability and cost (Kano et.al,1984). As workers, they must be able to balance the monetary, customer, business processes and learning perspectives age tending to clients. Financial factor refers to an attribute of being knowledgeable on companys financial data, including automation of financial processing, to keep them abreast on market risks and to ascertain cost-benefit of investment (Kano et.al,1984). On customer sensitivity, performance management CSR must be able to meet reasonably the customers needs and satisfaction (Kano et.al,1984). On the business side, CSR should know how to contribute in strategic management because his task is ultimately linked wit h the overall goal of the company he or she represents (Kano et.al,1984). He is part of the support processes. Balancing views on these factors give the axe help bolster the performance of the company. It assists in integrating quality and customer service programs for profit, reliability, influence, customer empathy and to master quality assurance (Kano et.al,1984).