Problem Solving Csm

Topics: Customer service, Service system, Customer Pages: 7 (1893 words) Published: December 28, 2012
Customer Service Management|
Problem Solving
Antventures- Casper And Gambini’s|

Anthony Shalhoub 31010062Sabine Raffoul 3103064310/29/2012

Submitted to : Dr. Esraa Haydar

Customer service management
Problem solving
I. Introduction to customer service

Customer service is the provision of service to customers before, during and after a purchase. According to Turban (2002) "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Customer service is anything we do for the customer that enhances his experience.

II. Importance of customer service

Customer service is an integral part of the job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, it would not and could not exist in business. When you satisfy your customers, they not only help you grow by continuing to do business with you, but recommend you to friends and associates. The practice of customer service should be as present on the show floor as it is in any other sales environment.

III. How to provide excellent customer service?

In order to provide an excellent customer service, every company needs to have a significant understanding of how to provide such services. Few steps need to be followed in order to gain such comprehension. Starting with the comprehension of what a customer is, passing by the understanding of the challenges to customer service, the concept of problem solving, then the strategies for formulating a plan of success. Also the understanding of empowerment, as well as the understanding of the importance of the communication in providing excellent customer service, arriving to becoming a leader in this field, passing through coping with challenging customers, and how to attract and retain customers.

In today’s business transactions between partners, one of the most challenging obstacles to excellent customer service is the difficulty of problem solving, especially when the party affected is the customer.

IV. Customer service in today’s firms

In order to have a clear idea of how today’s firms avoid the loss of customers due to the lack of professionalism in problem solving, and how such companies take advantages of the problems that occur with customers in order to improve their performance, let’s take a deep look into the customer service department at Antventures S.A.L, the company that is now managing one of the leaders in excellent customer service providers:” Casper And Gambini’s”.

First let’s have a look over the company’s history, mission, and vision. Then we will be presenting the interview that was held with their CRM executive Ms. Davina Daoud.

1. Overview of Casper and Gambini’s

“It starts with a dream… and a great idea!”

This is the slogan of how the company started its operation. It all started in 1948 in Northern Italy Trieste where two families delivered fresh sandwiches and salads in baskets to harbor workers. The tradition was revived in 1996, when a 40m2 kitchen in Ashrafieh hosted the 1st Casper & Gambini’s delivery services. Today, the company is operating in its 23 outlets and gaining lots of profit from its loyal customers.

Their mission:”Build on our unique all-day restaurant-café concept while maintaining our pioneering position through continued developments and/or enhancements in the offering, service and overall experience. “

Their vision:”Be a leader in the food & beverage industry across the Middle East while focusing on our high-quality standards, personalized approach and unique offering.”

2. Interview with the CRM executive

In order to understand clearly how this company became a leader in customer service field, an interview took place with the CRM executive Ms. Davina Daoud. The interview is about a system that was...
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