Explore BrainMass

Explore BrainMass

    Managing Customer Service

    Managing customer service, or customer relationship management (CRM) is the process in which a company’s interactions with current and potential customers are monitored and maintained. It is important that the company not only manage customer service for potential customers, but also concentrate on customers who are currently purchasing their product or service and customers who have already purchased it. Successful customer service consists of the following: positive attitude, customers are always right, and the mindset that you are working with and for other people. As service is intangible, it is difficult to determine when the company is producing positive customer service.  Intangibles deal with the human side of an organization. These include emotions, behaviours, understandings, feelings, and perceptions.¹ There are different types of customer service management:

    1. Marketing: systems are developed to track campaigns over a number of communication channels, like email, search engines and social media. By understanding the market, a company can determine the services it should be offering its existing and potential customers.
    2. Customer service and support: this describes the actual customer service and support offered by the company for its products and services. An example of this is a call center, where customers can call to get assistance with their product.

    As customers want to feel valued, therefore good customer service should include the following characteristics:

    1. The representative should listen to the customer’s every need so they feel understood.
    2. The representative should be reliable and helpful.
    3. The representative should understand that the customer wants to feel important and appreciated. Individual customers are what make up all of the product sales.

     

    Reference:
    1. Antariksa, Y. (May 19, 2007). Managing Customer Service. Retrieved from http://www.slideshare.net/nusantara99/managing-customer-service

    © BrainMass Inc. brainmass.com March 19, 2024, 4:22 am ad1c9bdddf

    BrainMass Solutions Available for Instant Download

    Mission Statement - NBC Universal

    Choose an organization to use as your focus for answering the following questions. Mission statements guide an organization's decisions and strategic plans. Locate an organization's mission statement. Evaluate the effectiveness of the organization's mission statement. What changes would you propose the organization make to th

    Competitive Advantage: Peter Senge's Advice

    Companies are encouraged to establish a competitive advantage. But Peter Senge (2006), author of The Fifth Discipline, advised, "The only sustainable competitive advantage is an organization's ability to learn faster than the competition." Do you agree? Debate Senge's position versus other established sources of competitive adva

    Transctional and Relationship Marketing

    Exhibit 1.4 summarizes the differences between firms that embrace transactional marketing and those that choose relationship marketing. Distinguish the situations in which transactional marketing would be recommended from those that would favor relationship marketing. Construct a set of contingencies for marketing managers to us

    Buyer Utilities for Apple vis-a-vis Samsung

    Prospective buyers seek out exchanges that meet their needs in one or more types of utility. Choose two direct competitors and evaluate their respective offers in terms of the five types of utility. Imagine you have been hired as a consultant for one of the companies. How should the company improve the utilities provided by its

    What is easier to market?

    Marketing isn't limited to goods. Anything can be marketed - ideas, people, places and so on. Are some easier to market than others? Why or why not?

    United Airlines and Its Attempt to Crack the Non-Business Market

    Read Case 4 in the textbook. According to the data collected from United Airlines and presented in the textbook, describe five useful pieces of information for future managerial decision making. Compared to the airline preferred by non-business travelers, which attributes should United Airlines seek to improve? Which attribu

    Customer Satisfaction: Sasser Model

    There is a video on "why customers matter" by professor Earl Sasser, Jr. The pdf script of the presentation is attached. Sasser divides customers into 4 broad categories - hostages, apostles, defectors and mercenaries. As a customer, discuss (at least) 4 services/products where you are a likely hostage/apostle/defector/mercen

    Customer lifetime value

    I need help with research on the following questions. The references must be from academic journals and other acceptable sources. 1. What is customer lifetime value? 2. Describe a situation where a company should focus on CLV to cultivate their customer relationships. 3. Describe a situation where CLV and customer retention

    Consumer behavior and Marketing

    Please write a short essay for each equation , please using citations, critical thinking and focus on theories. thanks a lot. :) question 1 Explain the rational choice theory of consumer decision-making. Then, present at least two critiques of the theory. Finally, introduce one alternative theory of how we make decisions.

    Increasing Customer Satisfaction Ratings

    Please provide at least 2 pages and list reference that are not websites. Thank you very much. Identify the four factors that should be considered prior to attempting to increase customer satisfactory ratings. Explain the advantages of each factor and describe the benefits this preliminary process has for companies.

    Reflections on Services Marketing

    Please answer the following questions with one paragraph, Thank you so much. 1. Discuss a positive or negative experience you had with a company. Identify the positive and/or negative aspects. What factors contributed to a satisfactory rating versus a decrease in satisfactory rating? Explain. 2. Assess the se

    Quality Marketing in Service-Based Industries

    Please respond with at least 1 paragraph to the 2 following. Cofrin 1. Marketing and healthcare. In the past, the two have never seemed to intersect. People got sick or injured, saw a physician, got better (or not) and moved on. There were no real choices of who to see or what services were provided. You simply followed the

    Customer Satisfaction and Service Quality

    1. Customer satisfaction and service quality are intertwined; however, experts have not been able to completely explain the relationship between the two. On one hand, there are those who believe customer satisfaction leads to perceived service quality, and on the other hand, there are those who believe that the reverse happens,

    Five Types of Complainers and Four Complaints

    Please answer the following and provide a reference that is not a website. Please provide at least one to two paragraphs. Thank you, Review the five types of customer complainers and the four types of complaints. Then, below describe a time when you did not "complain" - What caused you not to provide this feedback?

    Racism in America

    What is the speaker's message, objective, or vision (if advocating change)? How does the speaker establish his/her credibility? How does the speaker gear his/her message to the listener? How does the speaker "sell" the audience on the benefits of his/her vision? How does the speaker use heavy impact and emotion provoking lan

    Effective Listening Skills to Build Rapport with Customers

    Frontline customer contact workers have to use their communication skills to effectively serve customers. An important aspect of communication is listening skills which a frontline employee must possess to build rapport with customers and achieve greater customer satisfaction. In this solution you will learn some basics of effec

    Marketing in the 21st century

    1. Define what is meant by "brand equity" and discuss what a company can do to maintain brand equity. 2. Discuss the Product Life Cycle Concept and include the relative amounts of sales and profit during each stage. 3. How are innovations in interactive television and online services expanding the strategies and tactics

    Customer Relationship Management

    Explain the concept of data mining. Providing five examples of companies that are currently using data mining, and explain why each is using it. 250 word minimum. Cite work

    Five Steps to Excellent Service Delivery

    Great customer service delivery requires some special skills. Why is the high quality of personal service important and what are the steps to provide good quality customer service.

    Customer Evaluations in Social Media

    Yelp and Facebook are among the many growing social media sites allowing customers to give feedback about products, services, and experiences. This method allows for a passive approach to a problem or bad experience. For example, if someone had to wait 10 minutes in line for a latte, there may be no way for the barista to know t

    Improving Customer Service

    1. Outline the specific information that Matt should collect to build a case for improving customer service at Datatronics. 2. Describe the top ideas for Matt to present to Joel next week. 3. How would Matt get Joel to support his ideas?

    Developing a Questionnaire

    Title: Tesco Local grocery store bringing in customers and keeping old customers INTRODUCTION AND BACKGROUND The Tesco brand first appeared in 1924. The name came about after Cohen bought a shipment of tea from T.E. Stockwell. He made new labels using the first three letters of the supplier's name (TES), and the first two