Created for Colin Pukeiti
Reasons for using customer service policies.
Current Customer Service policy of Café Fusion:
Evaluation of CSP and how this affects staff training.
2.1 Communication Methods for CS.
2.2 Customer perception and the influence of Customer service provision.
1 Reasons for using customer service policies.
Customer service is the provision of service to customers throughout the course of each customer interaction with the organisation. Customer service is used to promote and improve the image of an organisation to the customer, and is an important factor is determining the initial and long term perception of organisation or product. A policy is created in order to allow all employees to understand and articulate goals and intentions that an organisation or product has to the customer, also known as a “Mission Statement”, it embodies the “Soul” of the company. It should be the opener for any new business as it is used to expand and to create the culture of a brand, an opening statement allows further elaboration towards a deeper spreading of ideas and pathways. The Coffee club’s vision is ‘To be a global leader in retail food, coffee and franchising’, using this statement as the starting point, they elaborate further down by telling us, the customer, how they can achieve this with 3 simple yet effective steps below. (The Coffee Club)
As a simple customer reading this, a bar of expectation has been set, when going to The Coffee Club, one must expect good food, great service and excellent coffee. If those standards have been met or have been exceeded, a positive impression will have been established, creating a relationship between the customer and the brand, which in turn will have increased the chance of further interaction between the two parties. If consumers feel that the promised standards are considerably lower than advertised, the feeling will be in the opposite direction and can slander and devalue company image, ‘a typical business will only hear from four percent of its dissatisfied customers’ ‘A typical dissatisfied customer will tell 8 or 10 about his or her problem’ (The Entrepreneur’s Guidebook Series). “If you can do only one thing for your customer, it would be “listen & understand my needs”. This was the top request for all those surveyed by some margin.” (Kiwihost LTD). A policy based on this principle will create more satisfied customers than your competitors while generating customer loyalty, increasing the value and worth of your brand, increased reputation and best of all, following the policy will generate word-of-mouth advertisement, which will save you advertisement fees and increase overall profits.
As said in (51 Developing a Customer Service Plan, The Entrepreneur's Guidebook Series) a list of customer service maxims that businesses should use to help and inspire the creation of their own CSP, use the policies that seem to capture the essence of what the business will become, also good for using company slogan and mission statement. Customers...
Are human beings like us and need to be treated like friends and guests. Are kings and we are their servants
Are our employers and we are the employees.
Are people first, business second.
Are the most important people we serve.
Become the best source of advertising and marketing when satisfied. Bring us their needs; it is our job to fulfil them to the best of our ability. Customers deserve what is best for them even if its not necessarily what is best for us.
If our business follows these maxims or philosophies, we will increase revenue, income, customer base, reputation, customer loyalty and it will become a very successful business that everyone welcomes into their lives.
2 Evaluation of CSP and how this affects staff training....
Bibliography: 51 Developing a Customer Service Plan, The Entrepreneur 's Guidebook Series. (n.d.). Retrieved march 29, 2013, from The Small Town Business Network: http://www.smbtn.com/books/gb51.pdf
Buchanan, L. (2011). A Customer Service Makeover. Inc. Magazine , 1-3.
hamlett, C. (n.d.). how to evaluate customer service. Retrieved march 29, 2013, from ehow.com: http://www.ehow.com/how_5602538_evaluate-customer-service.html
Oxford University Press. (2013). Oxford Dictionary. Oxford University Press.
Sutton, C. (2003). Effective Business Communication in New Zealand. In S. O. Phil Chase, Effective Business Communication in New Zealand (pp. 1-13). Auckland: Pearson Education New Zealand.
The Coffee Club. (n.d.). Missions and Core Values. Retrieved March 29, 2013, from The Coffee Club: http://www.thecoffeeclub.co.nz/mission_core_values
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