Customer Service

In: Business and Management

Submitted By abruffin
Words 18324
Pages 74
Creating a Customer-Centered Organization

A Harvard Business Review Insight Center Report

sponsored by

The HBR Insight Center is an interactive resource that highlights the emerging thinking around today’s most important issues. In this installment of the series, Harvard Business Review focused on how managers are turning their companies into customer-focused organizations. The growing obsession with customer excellence is driven, in part, by technology. Today customers can obtain and exchange more information about the good and bad of their encounters with companies than ever before. That gives companies a great incentive to work harder to make customers happy — before, during, and after their purchases.

© 2011 Harvard Business School Publishing. All rights reserved.

Harvard Business Publishing is an affiliate of Harvard Business School.

Creating a CustomerCentered Organization
A Harvard Business Review Insight Center Report
1 3 5 7 9 11 13 15 17 19 21 23 Create Brand Superfans Matthew Rhoden How Philips Uses Net Promoter Scores to Understand Customers Suhail Khan What Zipcar Can Teach the S&P 500 Stephen Wunker How Fidelity Used Design Thinking to Perfect Its Website Frederick S. Leichter The Coming Point-of-Sale Revolution Grant McCracken Using Mobile Phones to Capture Customer Experiences Emma Macdonald, Hugh Wilson, and Umut Konus How to Play Marco Polo When Setting Prices Rafi Mohammed Beyond Mass Customization B. Joseph Pine II Understand Your Customers with Colored Pencils and Cartoons Eddie Yoon Coca-Cola Marketing Shifts from Impressions to Expressions Joe Tripodi Memorable Events Are the Most Valuable Experiences B. Joseph Pine II Why Nokia’s Collapse Should Scare Apple Patrick Barwise and Seán Meehan


25 27 29 31 33 35 37 Why Retail Workers (Like Me) Drive…...

Similar Documents

Customer Service

... 2013 Customer Service Introduction Do organizations need a Customer Service Representative in their daily actives within the organization? This is the question that a lot organizations and firms would like to know. Some organizations and firm are still in the dark about customer satisfaction and dissatisfaction. Without customer service representatives in place to give business owners the feedback from customer that they need to receive to improve the customer’s experience. There are many things that are related to customer service like, making appointments and informing clients of changes to policies, products, goods and services. Years of hearing the customer is always right maybe just be a myth, be here are some views that will be studied in depth to show that the customer service are changing and customers have to be prepared to change also. Technology is one change to the customer communicate with organizations. I will show how having an excellent/poor customer service representative staff have influence on customer loyalty. Do organizations need a Customer Service Representative in their daily actives in the workplace? For year’s organizations have tried to implement full-scale strategic customer service to simply improve particular characteristics of its service. Either way, the organization is making improvements in customer service, and, although there are some low-cost and even no-cost ways of doing that (such as trusting known customers, 98......

Words: 943 - Pages: 4

Customer Service

...Pointing out a secret in how to success while selling goods and services I. Introduction ( Gain Audience interest and attention) A. Name: Jean Position: B. As a customer, I have a genuine need. I want nothing to do with careless sellers and neither do any of you as a potential costumers yourselves. II. Why does this happens? (Explanation of the problem) A. Customers complain about your bad service B. Your business is still going down C. Customers are leaving your business III. How to keep Customers Satisfied (Giving the key points) A. Treat customers as kings B. Focus your business around your customers C. Offer them all they need D. Form strong relationships with them IV. How to be in the king’s favor (Proposal of how to solve the problem) A. Be prepared to be a people of the king B. Pay attention to your customers' feelings C. Communicate with your customers V. Customer service is everything! (How it will solve the problem) A. Gain all the customers B. 100% increase your business and its income C. Retain all the customers VI. What are the To-Dos? (Supporting ideas and anticipating objections) A. You service customers well when you do their will, not your will B. When you Reward them C. So, identify and anticipate their need VII. Conclusion (Summarizing) A. The essence of good customer service is: focusing your business around customers, Offering them all they need, and forming strong relationships with them. (Summarizing) B...

Words: 273 - Pages: 2

Customer Service

...National Institute of Technology A Research Report on Customer Service of SBI vis-à-vis other Banks Internship Report submitted in completion of the requirement of Summer Internship at State Bank of India SME Branch, Civil Township, Rourkela Submitted by:- Under the guidance of:- Rasmita Sahu Mr. Prabir Chandra Sahu MBA Student Chief Manager Roll No- 312SM1017 State Bank of india School of Management SME Branch, Civil Township NIT, Roukela Rourkela May_2013 to July_2013 Certificate This is to certify that the project entitled “Customer Service of SBI vis-à-vis other Banks” which is being submitted by Rasmita Sahu, MBA Student, Roll No. 312SM1017, School of Management, National Institute of Technology, Rourkela - 769 008 (India), for the award of Degree of MBA by the School of Management, National Institute of Technology, is a record of bonafide research work done by her under my supervision. The results embodied in the project are new and have not been submitted to any other University or Institution for the award of any Degree or Diploma. To the best of my knowledge......

Words: 10132 - Pages: 41

Customer Service

...Customer service is a process for providing significant value added benefit to the supply chain in a cost-effective way. It is also providing a continuing link between the times that the order is placed and the goods are received with a purpose to satisfy the customer needs. In the customer service there have 3 elements that involved. They are pre-transaction, transaction and post-transaction. The pre- transaction, there have several factors in the customer service which need to be done before the real transaction made. In this element also, there have four examples method need to use such as written service customer policy, accessibility, the organization structure and system flexibility. Transaction element in the customer service is the elements directly related to the physical transaction and are those that are most commonly concerned with logistics. There have several element also involves in this type of element such as condition of goods, inventory availability, order preparation, service or order cycle time, delivery alternatives, delivery reliability and order status information. The third element is post-transaction, the post-transaction means, which involve those element that occur after the delivery has taken place. In this element consist five methods that used during post-transaction such as invoicing procedures, invoicing accuracy, product tracing, return policy, availability of spares, call-out time and customer complaints and procedures. In conclusion,......

Words: 278 - Pages: 2

Customer Service

...ustomer service is meeting the needs and stratification of customers. A business can use promotions and cheap price to attract more customers. Good service important for any business because it can increases the customer satisfaction and then bring customer back. Thus, companies have to maintain a good customer service to make the business profitable in long term. Virgin is a private business and NO.1 in England. Virgin Group has different types of business, such as Virgin Atlantic Airways, Virgin Holidays, Virgin Media, Virgin Money, Virgin Active Health Club and etc. It has become the most well-liked brand in the UK. This implies that the importance of this success is providing a good customer service which help business to maintain sales, profits and reputation. Virgin provides online and phone service for customers. From their website, customers can get all the information they need and they can use the online service to top up mobile, manage money, book fight and book holiday. This means customers can use the Virgin service anytime. On the other hand, customers can use the phone service to book flight ticket, change ticket and to get other enquiries. Moreover, international customers can also use these services in other countries. Thus, Virgin provides the convenience for all customers to use their services. In addition, if customers use Virgin service, customers can talk with staff online, face-to-face in the shop, over the phone or other ways to solve their......

Words: 411 - Pages: 2

Customer Service

...National Diploma (HND) Hospitality Management Unit Number and Title: Customer Service Unit Level: QCF Level 4 (J/601/1790) Module Tutor: Areti Karali Email: Date Set: 03/10/2012 Learner’s name and statement of authenticity Learner’s Name: Martin Gonzalez Perez Learner’s ID: LCC 20123627 Date handed-in: 18/12/2012 I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. Signature: ……………………. Date: 18/12/2012 Learner’s name and statement of authenticity Learner’s Name: Martin Gonzalez Perez Learner’s ID: LCC 20123627 Date handed-in: 18/12/2012 I certify that the work submitted for this assignment is my own. Where the work of others has been used to support my work then credit has been acknowledged. Signature: ……………………. Date: 18/12/2012 TABLE OF CONTENTS I. Introduction__________________________________________________________________________2 1. Customer service policies within business and service context_______________________________3 1.1 Discuss reasons for using customer service policies and the process of creating one___________3 1.2 Discuss methods of customer service evaluation and the impact on staff training and development......

Words: 5958 - Pages: 24

Customer Service

...Communication Skills Customer service representatives who listen well are most effective, because listening helps them understand customers and consequently better serve their needs. In this assignment, you will consider how CSRs can train themselves to become better listeners. This is a seminar on how to improve one’s listening skills; it is very important part of being a Customer Service Representative (CSR) that your listening skills be top notch. It is important to learn that there are three valuable skills of effective listening: 1) Tune in ~ This is considered the first step in effective listening. To be a good listener one must be a successful listener. Being a successful listener is being physically and mentally willing to listen to your customer. This is giving he/she your undivided attention and aligning your body so that you are looking the customer straight in the eye. Another important point of turning in is turning off the outside distractions, focusing all your attention on the individual at hand. Not thinking about where you are going after work, not planning your response before you listen to the whole story from the customer(s) or passing a verdict/judgment on others before their story is heard. Demonstrate you are listening ~ The second step in this process is showing the customer you are concerned with their problem. Don’t just listen, but reassure the customer that you are concerned with their problem and only them at this......

Words: 730 - Pages: 3

Customer Service

...Differentiation There are many ways to differentiate a physical product with those in its class. These techniques include quality, function, advertising, availability, distribution, and service. All of this work very well in doing what they are supposed to but there is one that stands out on top of all the others. Companies use these techniques to differentiate there product because of how it captures and locks in the customers of their target market. To differentiate means to set you apart from the others, which is what all companies, want for their product. Why companies differentiate Source of Competitive Advantage One reason why companies differentiate their products is that it is a source of competitive advantage. When a product is released on the market, it only has a few months before other companies can replicate the product and make it their own. There can be so many versions of a product, but companies find things to make theirs better than their competition. Take a local pizza place as an example, each business takes their pizza and provides better service whether it be from training their servers more or by having a delivery service. Pizza is such a basic product and there are many businesses that try to enter that market. The few that have superior quality or differentiate themselves in any other way are the ones that survive. Monopolistic Competition When a company achieves successful product differentiator, their market becomes a monopolistic......

Words: 1713 - Pages: 7

Customer Service

...I believe that providing good customer service is connecting with your customers where they are, being efficient in doing that, and having a full view of all what they need to do. In providing the best customer service, an employee needs to be well aware that he/she is accountable for his/her actions and decisions, and he/she can neither pass the buck nor pass the blame to someone else. This leads to an important quality of productivity which plays an important role in customer service. Productivity' is about how well an employee combine resources to produce the best customer service. It is important to have this skill because it benefits the customer, the company and the work force. Productivity in the workplace often translates into good customer service and interaction, which basically is the key to satisfying customers. This can be used to gain the loyalty of consumers and meet their needs. When a customer is loyal they will market the business to others for you, through word of mouth, which is a marketing advantage coming out of high levels of productivity. The employees themselves are an investment by the firm and like any investment, they should yield a healthy or worthwhile return to the company. Therefore, when employees are highly productive the company achieves its goals of investing in them in the first place. Next, when a firm is highly productive it becomes successful eventually, and because of this, incentives are bound to be made available to the employees.......

Words: 279 - Pages: 2

Customer Service

...Understand the service culture in a facilities management context. A/C: 1.1 – 1.2 2. Understand how to deliver a customer focused service A/C: 2.1 – 2.2 3. Understand how to identify various customers, assess their requirements and satisfaction levels. A/C: 3.1 – 3.2 – 3.3 – 3.4 4. Understand how to develop and manage service level agreements. A/C: 4.1 – 4.2 – 4.3 5. Understand the importance of customer relationship management. A/C: 5.2 – 5.3 – 5.4 A/C1.1 Our aim is to provide our clients with optimum, wholesome and well-integrated solutions to suit their requirements. In keeping with this principle, we go beyond by providing certain value-additions to our customers such as: transparency, cost-efficiency, a sense of belonging and many more which go a long way in assuring our customers’ needs. By building a solid structure that will meet our customer requirements, perceptions, and expectations to commitment to the concept of our customer-defined quality. It is critical for us to let our customers know that we are their partners in trying to achieve whatever goals they have established for themselves as a business entity. The provision of our FM services is that of an interactive process in that from the moment our customer makes a request for service or asks for assistance in solving a work problem, our customer is involved in service......

Words: 5781 - Pages: 24

Customer Service

...Manage Quality Customer Service Assessment 3 1. Define customer behaviour researchWhether you are a manufacturer or a retailer, a mid-sized company, or someone with a small business that caters for various customers and clients in a niche market, consumer research is vital for your business to succeed. consumer research they are trying to identify reasons for purchasing a product, usually customers hesitates to reveal their reasons or motivational factor which made them to purchase a product or service at that time the consumer researchers use the two different types of research methodology to study consumer behavior: quantitative research and qualitative research. | 2. Identify 8 factors that influence customer behaviourCultureSocial StatusMarketingFinancial PositionPsychological factorsPersonal perceptionsConvenienceTiming | 3. Customer behaviour is influenced by perception. Define “perception” in this context.If anything is more important in any business than it is customer, more precisely customer perception. If your product/service meets customer perception than only you may retain the customer otherwise he will always try to find better place to see that his perception is being met with. In other word for any business customer is GOD and you have always to bow to his perception in providing services to him to keep him happy and with that making your business successful and more profitable. | 4. Identify three broad categories of customer......

Words: 1318 - Pages: 6

Customer Services

...are currently working, you may wish to base it on the organisation which employs you. A.J's Taxis Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.) This is a taxi company that I work for. Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Please ensure you provide a description for each organisation, rather than a list. Organisation type | Name of organisation | Description of products and services | Commercial organisation | Hayes Garage | They provide cars for the public to buy by cash or by agreement. They also service and M.O.T. The customers vehicles – complementary cars are available for use by the customer during this time. | Commercial organisation | Gregg's Bakery | They make and bake bread, rolls and cakes, etc for the customers to buy. They also provide ready-made sandwiches for people to buy for their lunch. | Public organisation | Greater Anglia Railway | They provide trains for people to travel to other towns or cities for both work and leisure. The railway runs on a timetable so that people know what time the train leaves/arrives at locations. | Publicorganisation ...

Words: 3952 - Pages: 16

Customer Service

...Customer Service Comprehensive Essay Quality Customer Care can be defined as meeting or exceeding customer expectations every time they visit the organisation or business. Businesses who go the extra mile will win customers loyalty and, in return, customers will keep going back to them. It’s important that businesses earn customers long-term support because it will determine the organization success. In order for the organisation to ensure that customers will continue to utilize their products and services they should be aware of Quality Customer Service, know their customers, know the attitudes and habits that have a significant effect on the service given in the organisation, learn how to deal with difficult customers, enhance customer value, build customer loyalty, master listening, project a professional image in the business also project professionalism on the phone. Quality Customer Service aimed is not only to meet the expectation of customers, but to try to exceed those expectations every time they step into the organisation. These expectations continue to rise as customers become more aware and more sophisticated. The organisation should emphasize on “expectations” and “every time”. When it comes to customers they expect the organisation or business to be friendly, courteous, well-mannered, helpful, have a efficient service and deliver what the company promises, and if their expectations are not met they would look for business someplace else. A customer also......

Words: 3084 - Pages: 13

Customer Service

...Not all of the customers are into the Internet of things and some are still engaged to the traditional customer service and some of the customers believe hat the ability to reach the right representative has worsened because of the bad encounter with therm. But even technology is not well understood by the customers they are willing to use them if it means solving the problems quicker. Like before when we have a problem with the product that we’ve bought before instead of going there and waiting my mom called and they asked us if we can do it and my mom said yes since it san address the problem faster. And today we want to solve things right away since we are also busy in our daily lives. Yes they can respond to the channels in minutes but some can’t and takes it for how many days. It will help the manufacturer to lessen the product returns. And nowadays, technology becomes widened and some can just send an image to the Centre representative then they will tell you the solution right ahead. Yes technology is evolving and so as the customer support service. And we customers should adapt to it if we want a faster solution. But as a manufacturer they also need to adapt to the customer needs, they should know how to address it and how to give solutions to it since not all of the customers understand the technology. The marketers should find a way to reach their customers so that they can have the loyalty of their customers because once they will encounter a bad assistance for......

Words: 285 - Pages: 2

Customer Service

...Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: DONATAS MENDELIS Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. |Situation |Methods of communication | |1. I was calling on 4354 Vodafone freedom freebee £10 offer to top |You may call free 191 to communicate verbally, but I needed to go online | |up and paid using my bank card for offered 150 minutes, unlimited |for ‘Vodafone – Freebees’ and join informal written communication method to| |texts, and 250MB free UK Internet Data for 30 days use. I should |contact Vodafone customer service via live chat. This is a way to get | |receive sms - the note about activated Vodafone £10 freedom freebee,|advice or sort out existing problem about your phone or plan, upgrade it, | |but service was suspended and delayed by unknown technical problem. |or get help with your phone, bill or account. Live chat – required writing | | |skills about your issues rose, also read Vodafone advisor notes to ......

Words: 9537 - Pages: 39