October 31, 2010
Unit 10: Reflection Writing Assignment
1. The key concepts and topics in this course that have made me a stronger candidate to continue in the business world would be what I have learned from the units dealing with:
Diversity, Customer Behavior, Customer Loyalty, and Exceptional Service:
I have learned that customer comments, good or bad should always be taken into consideration, addressed and handled appropriately. Comments can provide insight to the thought process of the customer and it could help improve not only the customer service department but the product as well. The success of a company relies on the customer. Relationship Building and Solving Customer Problems:
Satisfied customers will remain customers until there is a better option offered to them. Loyal customers establish an emotional connection with a business and/or company. Their loyalty is motivated by their experience with the products and the service. Customer service is what a company or business provides; customer loyalty is the result of the service.
Extraordinary approaches to customer service is to go beyond the customer’s satisfaction, and make every attempt to surpass the customer’s expectations every time. A company earns customer loyalty by molding the shopping experience to the needs of the customer. Customers have a tendency to patronize companies that interactive with them in a positive, meaningful, personal manner. Many companies offer their customers loyalty programs such as; reward programs. This method can ensure a company keeps their current customer base and entices possible new customers.
The Impact of Communication Styles on Customer Services:
A business cannot afford to lose customers because of a lack of customer service, but many do. Customers remember how they are treated and pass the word along, good or bad. Once a customer has been treated poorly they are likely not to return to buy from that business again, even...
References: Pattie Gibson-Odgers, The World of Customer Service, (2d ed. 2008).
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