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Reasons for using customer service policies

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Vasilica Miclaus

on 15 June 2015

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Transcript of Reasons for using customer service policies

Reasons for using customer service policies
Introduction
Definition of Customer Service
5 reasons for using Customer Service policies
Conclusion
References
Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction.
A strong customer service policy may separate the successful businesses from the rest.
1.Stable competition advantage
5 reasons for using Customer Service policies
Definition of Customer Service
1.Stable competition advantage
Competitors can also sell same type of products at same price
A strong customer service policies followed by the organisation will leave competition behind
Employees should excel into delivering customer service
Quality experience will make guests come back, instead of trying "next door"
3. Good working environment
Satisfying guests is the main objective for hospitality businesses, this would not be reached having inadequate working environment.
Staff members should show a general positive satisfaction levels about company's customer service.
Motivate the staff into:
being team pride,
having good relations with colleagues
and also a general spirit involving general staff participation
4.Increasing cost efficiency
raising customer retention rates by 5% might boost organisation's profit by 25% to 95%
huge cost in attracting new customer
a customer must not be seen as a single transaction
a customer should be seen like a long time revenue supply
word-of-mouth recommendation to relatives and friends of satisfied customers may reduce the cost of advertising
5. Increases goodwill
good reputation among customers
increase credibility of the organisation
customer’s confident in the quality
consistency of the services/products provided by the company.
Conclusion
The core product for a hotel is the room/accommodation. Therefore without a strong and applicable customer service policy, this product will not be sold. To shine out within the hugely competitive industry, customer service should go above a beyond the customers expectation. The same product and price may be "next door", the only thing left for the customer to decide where to go will be the customer service.
1. Agho, A. O., Mueller, C.W., & Price, J.L. (1993). Determinants of Employee Job Satisfaction: An Empirical Test of a Causal Model. Human Relations. 46 (8), p1007-1027.
2. Garbarino, E. & Johnson,M.S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing. 63, p70-87.
3. Gronroos, C. (1990). Service management and marketing. Lexington, MA/Toronto: D. C. Heath Company.
4. Ferron, J. (2000). The customer-centric organization in the hospitality industry – focus for the 21st century. In Brown, Stanley, Customer Relationship Management. A Strategic Imperative in the world of e-Business. John Wiley and Sons Canada. p189-211.
5. Lotich, P. (2014). 7 Steps to Creating a Customer Service Strategy. Available: http://thethrivingsmallbusiness.com/7-steps-to-creating-a-customer-service-strategy/. Last accessed 25th May 2015.
6. Reichheld, F. (1996). The loyalty effect. Harvard Business Press.
7. STOCK, J. R. and LAMBERT, D. M., 1992, Becoming a world class company with logistics service quality. International Journal of Logistics Management. 3, p73–81.
8. The Institute of Customer service. (2015). Customer service. Available: https://www.instituteofcustomerservice.com/1848-4126/Customer-service.html. Last accessed 25th May 2015.

Student ID:13008
Vasi Miclaus

References
Full transcript