Report on How Customer Service Affects Business Profits
Introduction. I have been asked to produce a short report that can be used to demonstrate to the board of directors that improving customer service is an excellent way of improving takings. My report has to include the following:
. The role of a supervisor in delivering customer service,
. The impact of excellent customer service on how your team works and the positive benefits to the hotel, team and customers on delivering customer service,
. How delivering excellent service can support up-selling and add on-selling,
. How we are to monitor service delivery.
Research Customer service. What does it mean? . Customer service according to the dictionary means:
“Assistance and other resources that a company provided to the people who buy or use its products or services.” (http://dictionary.reference.com/browse/customer+service) . Customer service according to Turban el al (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”
(Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall.)
Customer service is the provision of service to customers before, during and after a purchase.
Customer service begins with you. Hiring and retaining service-minded people and properly training them to provide excellent service is a good start, but don 't stop there. Conduct customer surveys to find out how you 're doing, and then tailor your service to meet their expectations. Bad service, including seemingly small things such as the way an employee answers the telephone, can devastate a small business. Check in occasionally and use meetings, memos and incentives to make sure your employees are doing their best for your business. A friendly, pleasant
. The role of a supervisor in delivering customer service,
. The impact of excellent customer service on how your team works and the positive benefits to the hotel, team and customers on delivering customer service,
. How delivering excellent service can support up-selling and add on-selling,
. How we are to monitor service delivery.
Research Customer service. What does it mean? . Customer service according to the dictionary means:
“Assistance and other resources that a company provided to the people who buy or use its products or services.” (http://dictionary.reference.com/browse/customer+service) . Customer service according to Turban el al (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”
(Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall.)
Customer service is the provision of service to customers before, during and after a purchase.
Customer service begins with you. Hiring and retaining service-minded people and properly training them to provide excellent service is a good start, but don 't stop there. Conduct customer surveys to find out how you 're doing, and then tailor your service to meet their expectations. Bad service, including seemingly small things such as the way an employee answers the telephone, can devastate a small business. Check in occasionally and use meetings, memos and incentives to make sure your employees are doing their best for your business. A friendly, pleasant