Thesis-Customer Service

Topics: Customer service, Customer relationship management, Customer Pages: 41 (9967 words) Published: July 21, 2013
CHAPTER 1
THE PROBLEM AND ITS SETTING

INTRODUCTION
Most anyone will agree that customer service is one of the most important parts of your company's overall strategy to conducting business. Without customers you really don't have a business. Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions. Customer feedback is an excellent way to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set for yourself. Once again, you must remember you are trying to not only meet, but exceed your customer's expectations. Good customer service is the foundation of any business. It provides a platform for continued growth and helps to build your businesses reputation. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is also about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for them, in their turn becoming repeat customers. Customer service is important to an organization because it is often the only contact a customer has with a company. Customers are vital to an organization. Some customers spend hundreds and even thousands of dollars per year with a company. Consequently, when they have a question or product issue, they expect a company's customer service department to resolve their issues. In any successful business or organization, the commitment to customer service always begins at the top, the company's leaders must buy into the fact that they not only need to meet their customer's expectations, they must strive to exceed them. They must develop a company culture that understands, embraces and executes this concept. In today's world, business competition is tougher than ever. If you can't provide goods or services when somebody wants or needs them, there are often four or five other companies immediately ready to fill this void. You only get one chance to make a good first impression. If the company's leaders do not accept this fact, or are not willing to provide the necessary resources to meet their customer's needs, they will soon find themselves scrambling for business. In Biñan, Philippines, particularly at Mang Inasal, the work performance of the sales manager are of great concern about the significance of having good customer service. On December 30, 2003, Mang Inasal was born out of the vision of Mr. Edgar Sia II. From its humble beginnings at the Robinson’s Mall Carpark Iloilo, Mr. Edgar Sia II has certainly come a long way now that they have almost 300 branches and franchises. This number will no doubt increase in the following years. In addition, Jollibee Foods Corporation had recently acquired 70% of Mang Inasal amounting to P3 billion. Mang Inasal is the fastest growing barbeque fast food chain, serving chicken, pork barbeque and other Filipino favorites. Currently, there are 445 branches nationwide and with over 10,000 employees system wide. Mang Inasal is doing its share in alleviating the unemployment burden of the country. The presence of every Mang Inasal in a certain area provides not only employment but also opportunities to community members including suppliers of kalamansi, charcoal, banana leaves, vegetables, bamboo sticks, and other ingredients. It also indirectly gives income - generating activities to many. Their Vision is to be the preferred quick service restaurant of every pinoy everywhere. As to their Mission, to consistently provide our customers a great pinoy dining experience. In today's world of bigger, faster, better you...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Improving Customer Satisfaction Essay
  • Factors Affecting Customer Loyalty Essay
  • Role of Human Capital Development in Service Delivery in the Telecommunication Industry: Case study of MTN Nigeria Essay
  • customer service paper
  • Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-Commerce Essay
  • Customer Satisfaction Essay
  • Service in Logistics Essay
  • Customer Stisfaction Essay

Become a StudyMode Member

Sign Up - It's Free