Customer Service Plan
Executive Summary
Increased customer satisfaction will bring many benefits to organization. It can contribute to better customer service to customers, increased the profit of customers. Also, the loyalty has been built up through the process of providing good customer services. It can increase the power of competition in market/
In this assignment, we use a cord blood storage company called CROYLIFE Group as a case study. Through this case study, we would understand the market structure of this kind of company in Hong Kong.
Through their customer service planning, we will under the customer needs in this market. Company tries to set up a level of customer service, they will try to provide customer service at this level. It’s because a good customer service can help to enhance satisfactory of customer during purchase goods and service.
After the level is set, organization keeps monitoring and adjusting customer service level because they need to measure performance and find a way to improve as it is under the level. Organization prepares the relevant data, such as customer survey report. Based on this data, organization makes a report of customer service. Then organization will aware the problem and takes action to solve the problem.
On the last part of assignment, there are some suggestions to improve the customer services which are provided by this company. It’s because quality customer service is a way to create profit to organization.
1. Describe the business, its products, services, customers, locations, size, and competitors.
CRYOLIFE is Hong Kong first private cord blood bank was established in 1996 and officially launched in January 1998. As an experienced cord blood bank with a longer history comparing to Japan, Singapore, Mainland China, Taiwan and Malaysia, CRYOLIFE leads the local and Asian cord blood storage industry.
According to the website [1], they try to provide the best cord blood storage service. As a trustworthy
Increased customer satisfaction will bring many benefits to organization. It can contribute to better customer service to customers, increased the profit of customers. Also, the loyalty has been built up through the process of providing good customer services. It can increase the power of competition in market/
In this assignment, we use a cord blood storage company called CROYLIFE Group as a case study. Through this case study, we would understand the market structure of this kind of company in Hong Kong.
Through their customer service planning, we will under the customer needs in this market. Company tries to set up a level of customer service, they will try to provide customer service at this level. It’s because a good customer service can help to enhance satisfactory of customer during purchase goods and service.
After the level is set, organization keeps monitoring and adjusting customer service level because they need to measure performance and find a way to improve as it is under the level. Organization prepares the relevant data, such as customer survey report. Based on this data, organization makes a report of customer service. Then organization will aware the problem and takes action to solve the problem.
On the last part of assignment, there are some suggestions to improve the customer services which are provided by this company. It’s because quality customer service is a way to create profit to organization.
1. Describe the business, its products, services, customers, locations, size, and competitors.
CRYOLIFE is Hong Kong first private cord blood bank was established in 1996 and officially launched in January 1998. As an experienced cord blood bank with a longer history comparing to Japan, Singapore, Mainland China, Taiwan and Malaysia, CRYOLIFE leads the local and Asian cord blood storage industry.
According to the website [1], they try to provide the best cord blood storage service. As a trustworthy
Bibliography: 1. http://www.cryolife.com.hk/ 2. Tennant, Geoff (2001). Six Sigma: SPC and TQM in manufacturing and services. Gower Publishing 3. http://ezinearticles.com/?How-to-Satisfy-Internal-and-External-Customers&id=4983923 4. Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall 5. http://www.precisiongroup.com.au/ 6. http://en.wikipedia.org/wiki/Pareto_principle