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Five Steps to Excellent Service Delivery

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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.

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Five Steps to Excellent Service Delivery

In today's competitive business environment, all businesses strive to achieve high quality of customer service in order to keep their customers satisfied and ensure a strong base of loyal customers. For this purpose, all types of businesses have to implement a service strategy that results in customer-focused corporate culture, business processes that effectively address customer needs and a well-trained frontline workforce that delivers professional customer service. In this article we will deal with last aspect, that is to say, the human side of high quality service.

The overall quality of service offered by a company to its customers depends upon two service components: Material Service and Personal Service. Material service consists of various tangible and non-tangible resources used by a company to provide service. It includes items such as, buildings, furniture or decor, equipment, computer systems and many other similar things. Personal service, on the other hand, ...

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Great customer service delivery requires some special skills. In this solution you will learn why high quality of personal service is important and what are the steps to provide good quality customer service.

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Organizational Behavior of a Customer Service Manager

Your role as the customer service manager at SWC evolved from the changes that separated customer service functions from the sales functions and the subsequent creation of the new customer service department. As the customer service manager, you are working in a matrix support structure with other business units. Some departments are pleased with the changes; they feel that communication and teamwork will improve. However, given the sudden nature of change and its various effects (employees being laid off, demoted, and responsibilities shifting), some areas are not happy. There are strong signs of change resistance that could negatively impact the expected benefits of the new structure. Furthermore, as the organization expands internationally, resistance will also be evident.

The CEO has asked for your advice regarding how she could have handled the changes at SWC to create the new department and organizational structure while minimizing the negative effects. It is believed that the lessons learned from this change process will help the organization with future international expansion.

Using the Library, Internet, or any other available resources, research the topic of change management and change management plans. Prepare a document of 1,500-1,750 words for the CEO that provides a change management plan for SWC that could have guided organizational movement to the new structure and will be used as a framework for future change. Your plan should include the following.

The benefits and potential problems associated with moving to a centralized customer service organization
Discuss the pros and cons of using a matrix structure for your position.
A change management strategy that can be used for future organizational changes.
Your strategy should be based on the change management models that you research and adapted for the change scenario at SWC.
The change management plan should address the resistance and other challenges that must be met in a major organizational change.

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