customer service relationship essay

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The impact of excellent customer service on business success – a comprehensive analysis.

Customer service is a critical component of any business, playing a key role in shaping a company’s reputation and success. The way a company interacts with its customers can make or break its image in the market. Exceptional customer service goes beyond resolving issues; it involves building relationships, understanding customer needs, and exceeding expectations.

In this essay, we delve into the significance of customer service in today’s competitive market landscape. We examine how outstanding customer service can lead to customer loyalty, positive word-of-mouth marketing, and increased sales. Moreover, we explore the impact of poor customer service on a company’s bottom line and reputation.

Understanding the Significance of Customer Service

Customer service plays a vital role in the success of any business. It is the key to creating lasting relationships with customers and ensuring their satisfaction. Providing excellent customer service is essential for gaining loyal customers and attracting new ones. By prioritizing customer service, businesses can differentiate themselves from competitors and build a positive reputation in the market.

Effective customer service can lead to increased customer retention, as satisfied customers are more likely to return and make repeat purchases. Additionally, happy customers are more likely to recommend the business to others, leading to word-of-mouth marketing and organic growth.

Customer service also plays a crucial role in resolving any issues or complaints that customers may have. By addressing these concerns promptly and effectively, businesses can demonstrate their commitment to customer satisfaction and build trust with their customer base.

Overall, understanding the significance of customer service is essential for any business looking to thrive in today’s competitive market. By prioritizing customer service and delivering exceptional experiences, businesses can secure their place in the hearts and minds of their customers.

Exploring the Impact on Business Success

Customer service plays a vital role in determining the success of a business. When a company offers exceptional customer service, it leads to increased customer satisfaction and loyalty. Satisfied customers are more likely to make repeat purchases and recommend the business to others, which can significantly boost sales and revenue.

Moreover, delivering superior customer service helps businesses differentiate themselves from competitors. In today’s competitive market, where products and prices are often similar, outstanding customer service can be a key factor in attracting and retaining customers. It creates a positive image of the business, enhances brand reputation, and fosters long-term relationships with customers.

Furthermore, effective customer service can lead to valuable feedback and insights from customers, which businesses can use to improve their products, services, and overall operations. By listening to customer concerns and addressing them promptly, businesses can enhance their offerings and stay ahead of the competition.

In conclusion, customer service is not just a department within a business; it is a critical component that can directly impact business success. Companies that prioritize customer service are more likely to thrive in today’s competitive marketplace and build a loyal customer base that drives sustainable growth and profitability.

The Role of Customer Experience in a Competitive Market

In a highly competitive market, customer experience plays a crucial role in determining the success of a business. With numerous options available to consumers, businesses must differentiate themselves through exceptional customer service and support. A positive customer experience can lead to increased customer loyalty, word-of-mouth referrals, and repeat business.

Businesses that prioritize customer experience are more likely to stand out in a crowded marketplace and build a strong reputation for reliability and customer satisfaction. By focusing on providing excellent customer service, businesses can create a competitive advantage that sets them apart from their competitors.

Moreover, in today’s digital age, customer experience goes beyond in-person interactions and extends to online platforms. Businesses must ensure a seamless and user-friendly online experience for their customers, including responsive customer support, easy navigation, and secure payment options. A well-rounded customer experience strategy encompasses both offline and online interactions to create a cohesive and positive experience for customers.

By focusing on delivering exceptional customer experience, businesses can gain a competitive edge, improve customer satisfaction, and drive growth in a fiercely competitive market.

Building Customer Loyalty Through Quality Service

Providing quality customer service is essential for building customer loyalty. When customers have positive interactions with a company, they are more likely to become repeat customers and recommend the business to others. By focusing on delivering excellent service, businesses can cultivate strong relationships with their customers, leading to increased loyalty and long-term success.

Quality service involves listening to customers’ needs, addressing their concerns promptly, and exceeding their expectations. Businesses that prioritize customer satisfaction are more likely to retain customers and attract new ones through positive word-of-mouth. Additionally, loyal customers are more forgiving of occasional mistakes and are more likely to give constructive feedback to help businesses improve.

By investing in training employees to provide exceptional service and creating a customer-centric culture, businesses can differentiate themselves from competitors and build a loyal customer base. Consistent delivery of high-quality service fosters trust and loyalty, ultimately driving business growth and profitability.

Key Strategies for Enhancing Customer Satisfaction

1. Listen to customers: Actively listen to their feedback, complaints, and suggestions. This shows that you value their opinions and are committed to providing excellent service.

2. Personalize the experience: Tailor your interactions with customers to their specific needs and preferences. This personal touch can go a long way in building a strong relationship and loyalty.

3. Provide quick responses: Respond promptly to customer inquiries and issues. Speedy resolution of problems can prevent frustration and create a positive impression.

4. Train your staff: Ensure that your employees are well-trained in customer service techniques and are equipped to handle various situations professionally and empathetically.

5. Implement customer feedback: Use customer feedback to improve your processes, products, and services. Showing that you take their opinions into account can enhance trust and satisfaction.

6. Offer incentives: Provide incentives such as discounts, rewards, or special promotions to show appreciation for loyal customers and encourage repeat business.

7. Keep communication open: Maintain open lines of communication with customers through multiple channels. Being accessible and responsive can help in building long-lasting relationships.

Measuring the Effectiveness of Customer Service Initiatives

When it comes to customer service, it is essential for businesses to measure the effectiveness of their initiatives. Customer service metrics can provide valuable insights into how well a company is meeting the needs of its customers and where there is room for improvement. Some key metrics that can be used to measure the effectiveness of customer service initiatives include:

1. Customer Satisfaction: One of the most important metrics for measuring the effectiveness of customer service is customer satisfaction. This can be measured through surveys, feedback forms, or other means to gauge how satisfied customers are with the service they receive.

Example: A high percentage of satisfied customers indicates that the customer service initiatives are working effectively.

2. Response Time: Another crucial metric is the response time to customer inquiries or issues. A quick response time is essential for keeping customers happy and resolving their problems efficiently.

Example: Monitoring the average response time and aiming to keep it within a certain range can help assess the effectiveness of customer service initiatives.

3. Resolution Rate: The resolution rate measures how often customer issues are resolved satisfactorily. A high resolution rate indicates that the customer service team is effective in addressing customer concerns.

Example: Tracking the percentage of issues resolved on the first contact can help identify areas for improvement in customer service processes.

By monitoring these and other key metrics, businesses can evaluate the effectiveness of their customer service initiatives and make data-driven decisions to enhance the overall customer experience.

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Customer Relationship Management (CRM), Essay Example

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Introduction

Most contemporary organizations have a Customer Relationship Management (CRM) strategy. This strategy is utilized in incorporating a diversity of integration tools that facilitate organizations to put together a closer, and more beneficial relationship with their clientele. There are several CRM solutions which include marketing, sales, customer service, as well as support applications. These solutions facilitate providers in learning more from interactions with customers in an effort to target and capitalize on sales and marketing initiatives. CRM technologies are normally driven by business units in the organization. These technologies assist the organization in benefiting from improved access to customers as well as improved access to and insight, more valuable customer interactions, as well as integration throughout all customer channels and back-office organization functions. Eventually, the outcome is improved customer satisfaction in addition to optimized profitability (Anderson 2002).

Customer Relationship Management

Customer relationship management can be described as a business philosophy. It describes a strategy that makes the customer the prime focus of an organization’s activities, processes as well as culture. Information Technology applications are the major tools which facilitate organizations in implementing this strategy (Jeffrey 2002). The foundation concept of CRM is comparatively simple. CRM endeavors to realize a ‘distinct integrated vision of customers’ and a customer-centric modus operandi. The customer is the sole source of the company’s current profit and projected growth. However, an ideal customer, who grants more profit with fewer resources, is always rare since customers are well-informed and the competition is aggressive. Information technologies may provide the skill to differentiate as well as manage customers. CRM can be viewed as a marketing approach that is focused on customer information.

The relationship between an organization and its clientele involves incessant bi-directional communication as well as interaction. The relationship may be long-term or short-term, discrete or continuous, and lastly one-time or repeating. Relationship may be behavioral or attitudinal. Although customers may have a positive attitude in regard to the organization and its products, their purchasing behavior is greatly situational (Jeffrey 2002). For example, the purchasing pattern for airline tickets is dependant upon whether a customer purchases the ticket for a business trip or a family vacation. CRM entails the management of such a relationship with the view of making it more valuable as well as mutually beneficial.

CRM entails incessant corporate change in processes and culture, thus it must be understood that CRM is not an activity confined in the organization’s marketing department. The customer data compiled is transformed into corporate data that subsequently leads to activities that exploit the data and market opportunities (Anderson 2002). Customer relation management is a strategic tool for retaining customers through a combination of efforts where customer’s disaffection with the company is reduced to the bare minimum. Virtually every major company especially those in the service industry have a customer relation management department with the sole aim of keeping the customer happy. The worker development should be implemented in an organization in order to create a well motivating and service oriented work environment which will facilitate delivery of effective and high quality client service. The empirical evidence emerging from various studies about the effectiveness of customer relation management strategies so far yielded mixed results that are inconclusive and contradictory(Anderson 2002).

Customer relation management is critical to an organizations triumph in the recent business environment. The clients expectations from an organization are many and their demand so empowered. Customer management has been embraced as a training requirement in an organization with sustainable competitive advantage. Most of the markets are flooded with product and service and thus an organization should aim at maintaining its customers through customer satisfaction. Customer relation management should be a leadership issue and incorporated as a business strategy and thus should start from the organizations leaders.  Customer satisfaction will rarely happen by chance and thus leaders should never leave it to chances (Anderson 2002).

Good Customer Relationship Management entails thoughtful customer relation management and customer experience design. The customers’ satisfaction and loyalty to an organization are directly related to the quality of Customer Relation management. The customer has to feel good and comfortable doing business with you. In order to survive in the highly competitive environment many companies are investing heavily in customer service training programs, customer relation management and call center relation management. This is aimed at sharpening the customer focus and build satisfaction and royalty. CRM is founded on three fundamental assumptions. These assumptions include: the customer desires a relationship with the organization that supplies or manufacturers the products or services that the customer consumes; CRM is a process or practice that all firms engage in or ought to engage in to some extent; that good CRM enhances the degree of emotional bonding between the supplier and the customer. These assumptions are however, subject to further research (Jeffrey 2002).

Customer relation management is one of the principles of total quality management. Customer management is about caring about customer needs. Looking into a customer needs is providing customers with the products and services that they require. Hence the aim of customer relation management is to respond to those needs in a proactive way by identifying the service needs, dealing with customer requests, taking action to avoid delays, and interpreting the organization procedures in responding to the customer’s needs, and this is what distinguishes successful organizations from the poor performing organizations. Customer Relationship Management (CRM) is a broad term covering all concepts utilized by organizations to manage their interactions with clientele. This mainly includes the capture, storage and analysis of customer information. Individual clients create preference for their firms and enhance business outcomes over a lifetime of relationship with their clientele (Jeffrey 2002).

Works Cited

Anderson, K. & Carol K.  Customer Relationship Management. New York: McGraw-Hill, 2002.

Jeffrey.  P. CRM: Redefining Customer Relationship Management. Woburn. MA: Digital Press. 2002.

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Essay Samples on Customer Service

The majority of Business Management and Marketing college students are forced to compose essays dealing with customer service challenges at least once per week, which makes it relatively difficult to come up with fresh topics. If you are looking for inspiration and want to learn how to write about customer service issues, you can check our free customer service essay examples. Learning this way always makes things easier and shows how to start writing and shaping ideas into words. Starting with an introduction and up to the conclusion part with a thesis restatement, these samples have all the necessary elements to help you compose an excellent customer service paper in no time. Just take your time to study each paragraph and check the structure mentioned in your grading rubric requirements.

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Best topics on Customer Service

1. The Importance of Service: Unlocking the Essence of SERVQUAL Model

2. The Role of Service Culture in Customer Loyalty

3. Hospitality Work Experience: Skills Development and Effective Communication

4. Modern-Day Saviour: How the Retail Industry Makes Our Lives Easier

5. Combination of Success: the Blend of Marketing and Customer Value

6. Balanced Scorecard and Financial Perspective

7. Impact Of Hotel Service Quality On The Customers Interest In Indonesia

8. The Comparative Analysis of Krispy Kreme and Dunkin’ Donuts Franchises

9. Business Analytics in a Sustainable World in British Airways

10. Watch Quality Identification Method and Customer Rights

11. The History of Service and Offer Development on Ebay

12. The Experience of Dissatisfaction with Southwest Airlines

13. The Effectiveness of Performance Evaluation by Mystery Shoppers

14. Pitfalls and Benefits of Using the Mystery Shopping

15. Improving Customer Experience And Performance: A Mystery Shopper Case Study

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Customer Service - List of Free Essay Examples And Topic Ideas

An essay on customer service can emphasize the importance of quality service in business and customer satisfaction. It can discuss strategies for delivering exceptional customer experiences, the role of customer feedback, and the impact of excellent customer service on brand reputation and long-term success in a competitive market. A vast selection of complimentary essay illustrations pertaining to Customer Service you can find at PapersOwl Website. You can use our samples for inspiration to write your own essay, research paper, or just to explore a new topic for yourself.

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What Is Customer Service?

• How It Works

Traits of Good Customer Service

• Delivering Customer Service

Customer Service Channels

Customer service automation.

• Job Requirements
• Frequently Asked Questions (FAQs)

The Bottom Line

• Business Essentials

What Is Customer Service, and What Makes It Excellent?

Customer service is the support, assistance, and advice provided by a company to its customers both before and after they buy or use its products or services. Customer service is a critical factor in ensuring buyer satisfaction, retaining customers, and growing a business. Customer service is also considered a key aspect of servant leadership .

Key Takeaways

• Customer service is the interaction between the buyer of a product and the company that sells it.
• Good customer service is critical to business success, ensuring brand loyalty one customer at a time.
• Recent innovations have focused on automating customer service systems, but the human element is, in some cases, indispensable.

Investopedia / Jessica Olah

How Customer Service Works

At most companies, customer service representatives are the only employees who have direct contact with buyers or users. The buyers' perceptions of the company and the product are shaped in part by their experience in dealing with that person. This is why many companies work hard to increase customer satisfaction levels.

Successful small business owners understand the need for good customer service instinctively. Larger businesses study the subject in depth, and have reached some basic conclusions about the key components:

• Timely attention to issues raised by customers is critical. Requiring a customer to wait in line or sit on hold sours an interaction before it begins and can ruin their opinion of a business .
• Customer service should be a single-step process for the consumer. If a customer calls a helpline, the representative should whenever possible follow the problem through to its resolution.
• If a customer must be transferred to another department, the original representative should follow up with the customer to ensure that the problem was solved.

Customer service should be a one-stop process for the consumer whenever possible.

Benefits of Customer Service

There are many reasons why businesses should invest in good customer service. The following are just some of the main benefits of implementing a customer service program within a company:

• Customer retention: The first and most obvious advantage of having a customer service plan in place is to keep customers happy. It means listening to concerns, being empathetic, and easing issues related to product availability, payment, returns, and technical support. Showing that a company cares keeps customers loyal.
• Employee retention: Customer service isn't just for customers. It also helps keep employees with the company. When customers are happy, employees are, too. Individuals tend to want to work for a business that cares about its customers.
• Troubleshooting and problem-solving: Businesses have to take care of their customers' problems. But companies that take a proactive approach tend to do better. This means that it's important to reach out to customers before any issues arise. This shows that the company cares and is doing all that it can to ensure a smooth customer experience.
• Referrals: Consumers who have a good experience usually pass on that information to others, whether that's through word-of-mouth to people they know, customer reviews, or social media mentions. This often helps businesses generate new sales.
• Brand boost: Businesses that show consumers they care through customer service help increase their brand equity . This also leads to more referrals and, therefore, an increase in sales.
• Increased customer lifetime value: This refers to the relationship customer service helps establish and solidify with a single customer. When a company provides a single customer with good service, that person is more likely to add to the company's revenue by remaining loyal and making more purchases.
• Corporate culture: Customer service allows businesses to streamline their workflows and promote cooperation among different teams. This includes communication between agents and managers, technical engineers, and production teams. All of this is to help corporations achieve their goals of customer attraction and retention and increasing sales revenue.
• Competitive advantage: Having a good customer service base sets a company apart from its competition. It boosts the business's reputation and also increases its brand value by showing consumers and competitors that the business values the relationships it has with new and existing customers.

It isn't enough to have a customer service plan in place. It also needs to be effectively executed in order to reap the benefits. But before we look at how to be effective, it's important to explore bad customer service.

Bad customer service is any communication or experience where a consumer feels as though they are let down. This includes negative experiences, such as long wait or hold times, not being able to speak to an agent, being transferred many times, or not being heard. This can lead customers to provide negative reviews and/or begin shopping with a competitor.

So how can this be turned around? There are a few key traits that businesses can apply to their customer service to make it a better experience. Consider the following:

• Personalization: Tailoring the experience to each customer is an effective way of practicing good customer service. After all, not everyone is different and has the same needs. Listening to what a customer's needs are can help determine the course of action and the direction of the experience.
• Speed: Businesses should provide their service quickly. If there's a problem, it should be resolved as soon as possible. Customers don't want to wait to get an issue resolved or to have their questions answered. Having said this, there is a fine balance between speed and problem-solving—not getting the customer off the phone or brushing them off without a resolution. This means that efficiency and effectiveness may have to supersede speed in order to provide a great experience.
• Option for self-service: It's important to allow customers the option to help themselves, whether that's through an automated service or self-service through the checkout. Keep in mind that this should be done only if consumers want it. Forcing everyone to help themselves may alienate those who want to deal with customer service agents.
• Listening and empathy: Customer service only goes so far if the business doesn't listen and empathize with the customer. This requires training and skills, along with a certain degree of compassion.
• Being proactive: One of the key traits of good customer service is being proactive. It's always a good idea to reach out to customers first rather than waiting for a problem to arise. It shows that a company cares. This can be done with a simple follow-up email or phone call.

The Bureau of Labor Statistics projected customer service representative job growth decline by 5% between 2022 and 2032.

How to Deliver Great Customer Service

Studies of customer service have centered on creating the perfect online experience . The first and most difficult factor is the multiplicity of channels. Today's customers expect to get service through whatever app or device they happen to be using at the moment. That may be a mobile device or a laptop, a social media site, a text app, or live chat.

Once again, the focus has been on packaging how-to content and related resources that are designed for self-service. Increasingly sophisticated data analytics also are being used to identify dissatisfied or low-engagement customers. But, as always, the most effective customer service needs to incorporate human contact, if only as a last resort.

There are a number of different channels to deliver customer service. Many companies, especially larger ones, use more than one way for consumers to reach them. Smaller businesses may use one or just a few of them. And in the age of social media, it's become even easier to get in touch with businesses to get questions answered and problems resolved.

The following chart highlights some of the most common customer service channels companies can use.

For decades, businesses in many industries have sought to reduce personnel costs by automating their processes to the greatest extent possible.

This led many companies to implement systems online and by phone that answer as many questions or resolve as many problems as they can without a human presence. But in the end, there are customer service issues for which human interaction is indispensable, creating a competitive advantage .

Amazon is an example of a company that is trying to automate a vast and complex operation. It has to, given that it delivered a staggering seven billion packages with same or next-day shipping in 2023. Nevertheless, Amazon still offers 24-hour customer service by phone, in addition to email and live chat services.

Most successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.

The average annual salary for a customer service representative in 2023, according to Glassdoor

Customer Services Job Requirements

Much is expected of customer service representatives. Yet the pay for the job is low. The estimated total pay for as of 2023 is $42,135 per year, with an average salary of $39,599.

Some of the job expectations:

• Customer service representatives must be accessible, knowledgeable, and courteous. They require excellent listening skills and a willingness to talk through a resolution. Training in conflict resolution can be beneficial.
• Strong speaking skills are important. For phone staff, this means speaking clearly and slowly while maintaining a calm demeanor even if the customer doesn't.

Why Is Customer Service So Important?

Customer service is a very important part of the business structure. Having a good customer service plan in place contributes to sales, increases brand loyalty, generates referrals, helps retain customers, and provides businesses with a competitive advantage over others in the same industry.

What Are Some of the Most Important Skills of a Customer Service Agent?

Effective customer service agents are skilled at listening and being empathetic. They're also very good at problem-solving and being proactive. It's important for them to have a level of professionalism, which means that when things get heated, they can take a step back and not take anything to heart.

What Are Some Examples of Good Customer Service?

Some of the ways to provide effective customer service include providing a friendly and warm experience, listening, and empathizing. It's also important for customers to feel as though their concerns and problems are valid and that they're being accommodated. Being proactive, not taking anything personally, and following up are also some examples of good customer service.

Having a customer service plan in place can make or break a company. Putting in a good plan with the right people, proper training, and appropriate channels can lead to more sales, customer loyalty, and referrals. Even though things may be moving in the right direction, corporations shouldn't rest on their laurels. Keeping one step ahead of the game means continuing to find ways to improve and provide an even greater customer experience.

U.S. Bureau of Labor and Statistics. " Customer Service Representative ."

Digital Commerce 360. " Amazon Says Prime Deliveries Were Faster Than Ever in 2023 ."

Glassdoor. " Customer Service Representative Salaries ."

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Customer Satisfaction Management Problem Solution Essay

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Introduction

Analyzing branch operations, reliability.

Creating customers is an important thing in a business since it is the customers who determine the direction that the business takes. Even though time and effort are important factors in determining the improvements to be made in services and products, customers still remain to be the main determinants of the future success of the business.

Consequently, quality customer service is important for anyone who wants their business to prosper. Customer service can either make or break a business since it involves the key players; customers.

Most of the activities that are undertaken in a business such as business planning, marketing strategies, and amount of sales depend on the customers. People get into businesses so that they can generate income through the services and products they offer, in our case, it is the services that are offered by the staff. The customers are in need of these services but they want to establish if the services are satisfactory.

To attain the business goal, it is important to design methods that will meet the needs of the customers well (Asiado, 2009: 21). A decline in service quality can have serious consequences since customers may opt to receive the same services from other service providers. This means that the business will lose its customers hence incurring losses.

To ensure that the services offered to clients are satisfactory, managers need to come up with ways that can analyze the operations of their businesses particularly service quality.

In some cases, the mode of analysis has to be designed in a way that the staff members are not aware that they are being watched to avoid cases of fabrication. This ensures that the findings are accurate hence it becomes possible for the managers to come up with suitable solutions to make improvements.

When it comes to analyzing and measuring service quality of the business, the gap analysis would be the best model to provide accurate results. The gap model is a valuable tool that is useful in the identification and rectification of service delivery gaps. The process of marketing services is different from that of marketing goods.

This is because services are characterized by their insubstantial, varied, undividable and unpreserved nature. When marketing services, there are five factors that are important in attaining and maintaining customer loyalty. Reliability, assurance, tangibles, responsiveness, and empathy are the five main factors. Each of these factors can be important in determining service quality of the business.

This is because if any of these factors does not meet the needs of the customers well, then the quality of the services goes down. It is important to note that low service quality can be come about if one or more of these factors are poorly handled.

Customer complains ought to be appreciated and taken seriously. The management cannot overlook these complains since they act as a parameter for determining what the customers have in mind. Karatepe, Yavas, and Babakus (2005: 373-383) note that managers should take note of the areas that do not meet the needs of the customers in the rightful manner.

This will enable them to formulate policies that will help in rectifying the problem before it gets out of hand. In this case, some customers including those that are of great importance have complained about the poor services. This is no coincidence, there has to be some truth in the claims. It is important to analyze the situation so that solutions can be sought thus we can improve the relationship with the customers.

This is about attempting to earn back their trust since some of them have lost faith in the ability of the staff to provide satisfactory services. Trying to rectify the issues is important since it makes the customers to know that their complains are important and that something is being done to rectify the problem.

Poor services will be a result of poor understanding of what each of these factors entails or negligence on the part of the staff. Given that this branch has been rated top five in the last three years; it means that customers have noted a negative change in the way that services are provided. Customer complains cannot be overlooked since customers have a right to receive quality services.

Failure to handle the above factors in the right way when providing services to customers creates gaps in service quality hence failing to meet the needs of the customers well. This means that the expectations of the customers are not met adequately. Allred (2000: 22) suggests that the five factors are the most important parameters when it comes to determining gaps in the service quality.

Once we attain the true picture of the services provided, the information will pave way for the formulation of appropriate policies to close the gaps (Chowdhary, 2005: 32). The policies formulated should ensure that the one or more of the dimensions are rectified to meet the needs of the customers.

It is important to look at each and every dimension so that we can explore how it can be used to analyze the branch operations when it comes to service quality. The service quality gap model determines the gap between the desired and actual quality of the services provided.

In business, the term reliability refers to the ability to deliver services perfectly and reliably. Customers enjoy receiving services from well trained personnel who are able to deliver services in a professional manner. The presence of untrained staff is worrisome since the manner in which these people deliver services may not meet the needs of the customers.

Reliability in business ensures that customers have faith in the ability of the business staff to provide quality services. When customers complain, it means that the services offered do not meet their needs in a desirable manner. The long queues could imply two things, either the number of clients have increased tremendously or the staff are not competent enough when it comes to speed.

The fact that customers have complained regarding this issue means that there might have been a change of behavior from the staff when it comes to providing services. It is important to establish what factors have changed in service provision over the years. Given that some customers have complained about transaction errors, it is important to find out what could have brought about these errors.

It is not wise to assume that the staff is responsible for the errors since the systems could have developed some technical problems that need to be rectified. According to Krishnamurthy, Raja, and Kumar (2010: 23), a drop in reliability could be as a result of many factors hence it is important to consider all the possible causes of the case.

Advancements in technology have changed the mode in which the exchange of goods and services operates. It is important to keep updated with the latest technological advancements so that the customers can be served well. Failure to have this knowledge may result into a conflict between customer expectation and how the management perceives it.

This means that the management is not aware of what the customers need and as a result, the policies formulated do not meet the needs of the customers. This gap could have negative consequences since the customers may start to complain about the quality of the services. Following this, it is important to interview some customers on what their expectations are and what aspects they do not like about the services.

Customers will definitely speak their mind since they want things to be rectified as soon as possible. Questions like; how long have you been a member of this bank? Have you been enjoying the services? Are the services accurately and perfectly offered? What aspects do you detest in the way the services are offered? Have you noted any changes in the way the services are offered over the years? If yes, what aspects have changed?

Why do you think these aspects have changed? Suggest what should be done to rectify the problem (Lai, 2004: 45). Answers to these questions can provide useful information that can enable the management to discover what the customers need. The questionnaires to be issued should be short and to the point. The questionnaires should be given to the customers after they receive the services.

Assurance is a term that to the knowledge and precision of employees and their transparency when it comes to serving the customers (Lenka, 2010: 123). This is important since it fosters the relationship between the customers and the staff. The management needs to be aware of the degree of knowledge that relates to giving services to customers. Knowledge is dynamic and the needs of the customers keep changing with time.

The staff members are expected to advance their knowledge with time since technological changes demand so. Errors may mirror a lack of prudence when offering the services or the lack of knowledge to perform the transactions. In an attempt to establish why errors occur during the transactions, the staff needs to be questioned on why such errors occurred.

One thing that is evident is that the error could have occurred due to technical problems or lack of carefulness on the side of the staff. It is important to note that the error could have occurred as a result of a combination of the two factors (Roy, 2010: 56). The ability of the staff members to earn the trust of the customers is important.

This is because the customers enjoy receiving services from people they can trust particularly when it comes to asking for clarification on some issues. To establish whether the customers have earned trust in the staff, one can observe their behavior when they are in the banking hall. If the customers show a tendency to confirm what member of the staff is serving a certain queue before joining the queue.

This will mean that the customers have preferences when it comes receiving services from staff (Solomon, 2009: 44). If some queues are shorter than others, then this means that some staff members do not have the ability to earn the trust of the employees. This means that the customers are more comfortable receiving services from some staff and not others.

This issue may bring about a gap in service quality standards and the mode of service delivery. It is evident that the management is aware of the desired degree of service and that it has specified what standards need to be maintained. Due to this, the poor quality service could have been brought about by the poorly trained staff. Their level of skills is low hence they lack the ability to execute their roles well.

Roy (2010: 57) suggests that failure to fully understand what is expected from an employee is a major cause of complains since the mode of service delivery may be poor. Poor employee performance cannot be blamed on the management since it has played its roles well.

Some staff members have not shown competence in carrying out their roles hence it can be assumed that they do not good mastery of the facts or the necessary skills that are needed to perform as per the expectations. The new employees seem to lack the necessary skills to offer the services. This could indicate that the staff had received poor training hence they have a hard time performing their tasks (Roy, 2010: 58).

Although their academic credentials show that they have successfully completed the course, it is possible that these people attained their grades through illegal means hence the grades do not necessarily reflect their capability. It would be important to interview the new members to establish which ones need more training.

Tangible is a term that is used to describe the facilities, apparatus and communication tools. This is generally referred to as the physical proof of amenities. The machines that are used in communication in the banking hall need to be analyzed so that their efficiency can be determined. Outdated machines tend to be slower since they have been in service for long.

The machines may have also developed some technical problems without the knowledge of the staff. The long queues in the banking halls could have been brought about by the slow speed of the machines when it comes to performing the operations. Since the staff handle the machines, it would be useful to question them on issues that relate to the effectiveness of the machines (Karl, 2008: 15).

The staff can be issued with questionnaires with questions such as; how effective are the machines? Have their speed changed over the years? Do we need to buy newer machines? This will give important information on what the staff thinks about the machines. Clearly, machines are there to make work easier hence if they do not attain this goal, then they can be rendered useless since they are not meeting the expectations.

This problem can bring about lack of growth between the management perception and standards set for service quality. Although the management may be aware of the customer expectations, they may not be committed enough to ensure the tools used in the process are appropriate. These machines are important when it comes to ensuring that high quality services are provided.

Limited or poor quality resources can be a major cause of poor quality services at the work place. This can make it hard for the staff members to meet the standards set. It is important to compare the quality of services offered by the staff members using latest technology and that of those using outdated technology.

This will help in establishing whether it is the machines that have brought about the poor services or the poorly trained staff. According to Karl (2008: 14), gaps created due to lack of progress between the management’s way of perceiving service quality and the set standards can lead to a drop in the quality of services offered in any business.

Empathy can be defined as act as treating and dealing with the customers in an acceptable manner. The management expects the staff to treat the customers in an individualized manner hence any staff member who fails to do this breaks the rules. In analyzing the extent to which the staff members observe this, it is important to analyze the behavior of the customers after they have been served.

It is important to look at the facial expression of the customers since it can provide information of how well a customer was served. If the customers come out smiling, it means that they have been served well while when they seem to frown, it means that they are not happy with the services provided. According to Teng, Huang, and Tsai (2009: 54), when clients are served well, they seem to show contentment on their faces.

Poorly served customers are in a hurry to get out of the banking hall since they have not enjoyed the services given. They feel that they do not deserve such kind of service hence they do not want to remain in the banking hall for longer.

A friendly working environment makes one to feel at home hence one may want to stay for longer. If the staff fails to show empathy towards the customers when serving them, then a gap is created between the expected quality of services and the perceived service. The pattern should be observed by comparing the number of customers who seemed to be contented with those who were not.

Responsiveness is the enthusiasm to help the customers and the ability to provide timely services. Sometimes new customers may need directions since they are not familiar with the operations. This means that the staff has the responsibility of directing the customers. According to the customers, the quality of the services has dropped hence they do not leave the banking hall happy.

It is important to establish whether the mode in which the staff serve the customers reflect their willingness to help them. Under delivery could be as a result of over expectation on the side of the customers as a result of the promise given by the management. The mode in which the staff addresses the customers can tell a lot about how they value them.

If a staff member assists the customer with a frowning face, then the customer may feel that they have disturbed the staff member while on the other hand; a smiling face will make the customer to feel appreciated and valued.

To analyze the responsiveness of the staff members, a CCTV can be an important aid in determining how the customers are served in as far as responsiveness is concerned (Roy: 2010: 57).. It would not be wise to walk into the hall and make the staff members aware that they are being observed since instances of fabrication are common in such cases.

This means that the staff may act kindly towards the customers on this day while this is not always the case. The customers are esteemed and as stated earlier, they determine the success of the business.

To bridge the gaps that may have resulted from poor services, it would be important to look into each issue individually. This means that solutions to each problem will be sought independently. This is due to the fact that the gaps have been brought about by different factors.

The analysis will shed some light on the situation of the working environment hence the management will be in a good position to formulate policies that could be helpful in combating the problems.

The problem needs to be looked into from different perspectives since it could have been caused by different factors (Thomson, 2010: 22). The following is an example of the ways that can be used to bridge the service quality gaps that may have developed in the first dimension.

If the staff is not able to perform their tasks accurately and reliably, the management can shed some light on the roles of each and every employee, make the employees understand the importance of the roles they play, train the employees especially when it comes to technical skills, reward those employees who perform best, making the employees aware of the expectations of the customers, and train employees on how to deal with customers from different cultural background.

Customers are an important asset in any business. They determine the success of the business thus complains need to be taken seriously. In this case, the customers have complained about poor service quality. There are five dimensions that are very important when it comes to attaining and sustaining customer trustworthiness and reduce the number of defections.

It seems that our services have faltered one or more of these dimensions since the customers have complained about the quality of the services. To develop an action plan that can help in bridging the gap, it is important to look at the problem individually so that the solutions can be sought.

Allred, A. T. and Addams, H. L. 2000 Service quality at banks and credit unions: what do their customers say? International Journal of Banking Marketing, 32 (2), p. 22.

Asiado, T. 2009 Customer Complains Should Be Taken Seriously . Suite 101, 45(3), p. 21.

Chowdhary, N., and Monika, P. 2005 Service Quality: Revisiting the two factors theory . Journal of services, 21 (3), p. 32

Karatepe, O. M., Yavas, U. and Babakus, E. 2005 Measuring service of banks: Scale development and validation . Journal of Retailing and Consumer Services, 12 (3), p. 373-383.

Karl, J. A. 2008 Customer Service-The Importance of Quality Service. Ezine journals, 42 (6), p. 14-16.

Krishnamurthy, R., Raja, K. B., and Kumar, A. 2010 Influence of service quality on banking customers’ behavioral intentions . International Journal of Economics and Finance, 43 (5). P. 23.

Lai, T. L. 2004 Service Quality and Perceived Value’s Impact on Satisfaction, Intention and Usage of Short Message Service (SMS). ACM journal, 34 (4), p. 45

Lenka, U., Suar, D., and Mohapatra, P. K. J. 2010 Service Quality, Customer Satisfaction, and Customer Loyalty in Indian Commercial Banks . The journal of entrepreneurship, 23 (4), p. 123

Roy, P. 2010 Gap Analysis-Parameters to Measure Service Quality. Suite 101, 32 (4), p. 56-59

Solomon, G. T. 2009 Business and management . Journal of Small Business Management, 32 (2), p. 44.

Teng, C., Huang, K., and Tsai, I. 2009 Effects of Personality on Service Quality in Business Transactions . Informaworld Journal, 27 (4), p. 54

Thomson, R. 2010 Service quality . Emerald journal, 43 (2), p. 22

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• Chicago (A-D)
• Chicago (N-B)

IvyPanda. (2019, June 26). Customer Satisfaction Management. https://ivypanda.com/essays/customer-satisfaction-management/

"Customer Satisfaction Management." IvyPanda , 26 June 2019, ivypanda.com/essays/customer-satisfaction-management/.

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Customer Service Essay Examples

Benefits of crowdsourcing for company development.

A good business model includes innovations about technology. Decisions should have the consequences of enabling the company to achieve its goals. This may seem obvious, but practice has proved that this is not a matter of course. For example, the Xerox PARC Research Center has...

An Example of Clarity in Communication: Study Paper

This example of clarity in communication presents the results of a quality assurance process that gathered feedback on the relevance and importance of the AIMA guiding principles document and letter writing templates. In addition, we have reported more broadly on the views and opinions of...

Customer Service: Why It Matters and How to Improve It

Every good customer service team team must learn to “roll with the punches” as it were, how they deal with the highs and lows of their day to day operations will define them as an entity and also go a long way to assessing how...

The Role of Artificial Intelligence in Customer Service

Can the use of artificial intelligence lead to improved customer loyalty in customer service? In customer service essay we will try to find answer. It has been proven that a functioning customer service is more responsible than ever before that a customer feels bound to...

Steps in Improving Customer Service in Logistics Management

Customer service is an important means of differentiation from competitors and of customer loyalty. Setting the components of customer service and quantifying the level of service are means of keeping the company's competitive advantage. The purpose of the logistic system is to serve customers as...

What Does Customer Service Mean to Me: a Personal Perspective

Customer service, a vital component of any successful business or organization, holds a unique significance in my understanding of effective interpersonal interactions and organizational excellence. In this essay, I will share my perspective on what customer service means to me, exploring its core values, its...

Community Engagement: Case Study of Nuffield Health

The community engagement aims to provide an overview regarding community development. Therefore, Nuffield health has been chosen. Through rigorous analysis and explanation, community engagement has been explored within the chosen organisation. Initially, the operating sector of the organisation along with structure, mission and goals are...

Nestlé's Global Citizenship: Balancing Profit and Social Responsibility

Nestlé is a Swiss multinational company whose main currency is the Swiss Franc. At Nestlé, the core spirit of world citizenship is 'creating shared value.' At present, Nestlé's operating conditions are divided into two types, one for the outside and one for the internal problems....

Total Quality Management in the Market Hospitality Sector: Marriott Hotel

Hospitality and guest service management are responsibilities for managing and handling customers and other hotel operations. A guest service manager is a professional who is engaged in managing and handling hotel operations. He ensures that all functions are carried out smoothly and effectively. There is...

Credit Terms: Strategies, Benefits and the Main Elements

Credit terms are the installment terms referenced on the receipt at the hour of purchasing products. It is an understanding among the purchaser and dealer about the timings and installments to be made for the products purchased on credit. It is otherwise called installment terms....

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