Training Standards and training are very important for the employees to maintain as these are the two things that are essential to ensure that the service is maintained at the necessary level to keep the customers happy. The main aim and goal of customer service is customer satisfaction. Customer satisfaction is a term generally used to measure a customer's perception of a company's products and services. How to set up a customer service programme? 1.
Case 1 talks about the success of the Trader Joe, the CEO of Seven Eleven convenience stores. I will exam how his charismatic management style influences has increased job satisfaction and positive performance from his employees and consumers through the use of the Emotional Intelligence. I will then determine how he uses planning; organizing, leading and controlling to promote positive performance of his employees. Creating job satisfaction begins first by providing a positive work environment. Trader Joe provides this to his employees.
The company’s employees are solely responsible for the amount of work they produce. Additional responsibilities help to motivate employees by allowing them to feel empowered and aware of the necessary procedures needed for the company to excel. The employees are also aware of the productivity goals that need to be met in order for them to progress in the company. Lincoln Electric believes in promoting within the company, and this also motivates its employees to reach and excel in their goals. With these various types of motivators, Lincoln Electric is able to maintain competitive advantage and promote a healthy competitive culture within the company.
It is measured by the performance and quality of the newly repaired A/C or pipes. 2. The marketing sector should create a perception of the a business that offers exceptional customer service and strives to satisfy their customers´ needs, no matter what their problem may be. They need to make potential clients aware of their services and have them correlate the premium price for the premium service. The finance division of De Mar has to make sure that the products´ cost is high enough to cover the expenses of the personnel that are available 24 hours a day.
Our business construct is a group of individual, work-at-home customer service agents that are independent contractors. They provide superior customer service to a diverse range of clients from computer companies, internet sites, telecommunications, resort management and electric utilities. Our class text further illustrates the mission statement: "Mission Statements are a concise statement of what the company stands for, who they service and what the company does for their customers" (Abraham, 2012, Para 2.1)." Matching the current client needs in an ever changing marketplace is difficult and not an exact science. The clients for our customers change not only seasonally due to market pressures but also daily, due to volume of demand for customer service agents.
Customer satisfaction surveys and focus groups are two popular methods for listening to customers. Customer Satisfaction Surveys Research indicates that independent customer satisfaction surveys are the first step to measuring your organizations ability to meet and exceed customer expectations for service. It is the most common best practice tool that is used by organizations to capture customer feedback. Focus Groups Listening to your customers in direct feedback sessions is another best practice and when utilized in conjunction with customer satisfaction surveys can be a very powerful communications tool. Focus groups provide an opportunity to strengthen customer ties by forming stronger one-on-one customer relationships.
This includes ensuring customer service practices are well established and followed by customer service employees as well as ensuring excellence in customer service (General Electric, 2012). The duties of the customer service manager are vast and will include several aspects that must be applied on a daily basis. One of these aspects is that of establishing an environment in which trust, teamwork, and self confidence can be applied by all employees. Employees are also be empowered to take ownership of the tasks that they are given and apply their skills in their individual job functions so as to perform well for their division under the guidance of his or her manager. A second duty of the customer service manager is to create and implement programs that stimulate employees and
The contracts manager is responsible reading the draft and final versions of the RFP to determine of the terms and conditions is something the organization can comply with. They are also the point of contact between the organization and the government contracting officer. The marketing manager collects information about potential customers, program requirements, and competitors to support bid decisions and the development of bid strategies (Osborne, 2011). I think the capture manager and the proposal manager roles could be combined into a single role. Both roles are responsible for the entire proposal.
This means that salespersons must be acutely aware of both external as well as internal factors that influence their stakeholders, primarily their customers, as well as their superiors. In terms of customer relationships, the salespersons must understand what’s important to their customers, why those things are important to their customers and take steps to align themselves to those stimuli in order to create a level of comfort and a way to identify with those customers. At a practical level, the salespersons must understand that if their customers care deeply about issues within their community, or their local high school basketball or football team, it will be a lot easier to strike meaningful conversations and establish a sense of community with the customers. If the salespersons are able to participate in conversations based on hot topics from the local newspaper/ news channel, or talk about upcoming football or basketball games at a meaningful level, they enhance their chances of building stronger ties with their customers. Additionally, if a
Rachael Jamison What is professionalism? It is the level of excellence or competence that is expected of a professional. Professionalism is a quality that is a great asset for any individual to have, and a person that is professional should always act with integrity, be trustworthy, be respectful of others, and always conduct their business in the appropriate manor Businesses expect a certain level of professionalism from their employees during work hours and when on company property. Workplace etiquette is important for making first impressions and maintaining healthy relationships with superiors and peers. Communication, behavior, and appearance are three are the crucial factors that make a great professional employee, as these are characteristics that can contribute to a company in its goals to be profitable.