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Attitudes for Customer Service

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by

Brandon Fulks

on 2 December 2014

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Transcript of Attitudes for Customer Service

Evaluation Surveys
Research Questions
Based upon these aforementioned conclusions, the following are the recommendations


Recommendations
Conclusion
How Customer Loyalty Programs Impact the Success of a Company
Approaches Towards Achieving Customer Loyalty
$1.5
Monday, November 24, 2014
Vol I, No. 1
Research Methods
Primary Research
:
Interviews of Big Named Corporations
Lowes
Panera Bread
Fifth Third Bank Member FDIC
Lexmark
Legget & Platt Inc.
Hometown Tax Service
Legacy Consulting Group
CGB Diversified Services
Secondary Research
:
Academic Search Premier
Books




Expectations for Employees:
Attitudes for Customer Service
How Top level Management gains insight into the customer experience
How do customer loyalty programs impact the success of a company?
How do employee attitudes affect relationships with customers?
How does Top Level management gain insight into the customer experience?

Editors

David Prewitt

Tyler Nguyen

Brandon Fulks

Paige Van Zandt
We Are All Customers
Unique Customer Loyalty Programs can Impact the Success of a Company
How Do Employee Attitudes Affect Relationships With Customers
Emphasis on True Quality Customer Service
Customer Feedback is of Value to Top Level Management
Why is the attitude of the employee Important to the customer experience?
Characteristics of an Effective Customer Loyalty Program
Providing Exceptional Customer Service
Customer Loyalty Qualities that Differ from Competitors
Is Friendly and Personable to Customers
Emphasis on Good First Impressions

Key Factors For Employee Attitudes:
Being In-Tune with the Customer Needs
Customer-Relationship Based Principles Employees Use:
Treat all Customers Equally
Reasons Employees are Trained on Customer Interaction:
Builds relationships with customers
“Employees who believe that management is concerned about them as a whole person – not just an employee – are more productive, more satisfied, more fulfilled. Satisfied employees mean satisfied customers, which leads to profitability.”
Anne M. Mulcahy
Former CEO of Xerox

How Customer Experience Reaches the Top
Methods for Reviewing and Regulating Customer Service
Quantifying Customer Satisfaction Results
Obstacles in Gaining Insight
Inaccurate Survey Results



Lack of Customer Feedback
"The customer experience is the next competitive battleground"
-Jerry Gregoire, former CIO of Dell


From this study we can conclude:
1.Providing unique customer loyalty programs can influence the success of a company.

2.Positive employee customer relationships can impact the customer experience.

3. Customer feedback is of value to top-level management

1. Implementing personal relationship skills within the classroom

2. Professional Skills Seminars

3. Conducting Student organized surveys
Questions?
Full transcript