Good or Bad Customer Service Essay

All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.

product/ service bundles to meet customer needs. How can they do this and how can

The strengths of the business would be having knowledgeable, trained, educated, and experienced staff. Lavish décor and great food and prices will add to those strengths. Location that is easily accessible and close to home for most of the guest. The restaurant would offer discounts to the college students and the travelers that are passing through, having a good reputation will be a strength and help build clientele. According to the data there is no other restaurant in the area with the same concept. The weaknesses of the business would be targeting multiple segments and trying to satisfy all of their wants and needs. Another weakness would be trying to keep the restaurant as trendy as possible but would be difficult with the changes in trends, what’s hot today may not be the next. The area is not completely in need of the type of restaurant and lounge in mind, therefore getting people to be open to and supportive of the idea is a concern. Poor reputation among customers by not giving a good first impression or not meeting their expectations would be a weakness for the company. Other weaknesses may include high costs, lack of access to key natural resources and distributors. The opportunity is that because of the current recession it would be the optimum time to open a business that would create jobs. Restaurant space can be negotiable and very

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Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

There are many key aspects to owning and operating a successful restaurant in a competitive market with little or no room for error. A restaurant’s

Section 1 – Understand the factors that affect an organisation and the customer service role

Customer satisfaction is the customer’s evaluation of a good or service in terms of whether it has met their needs and expectations (Vander Schee, 2016). The culture of the organization is to focus on delighting customers rather than on selling products (Lamb, Hair, & McDaniel, 2017). An example of a highly satisfied customer would be Nicole Snow, who owns a small business in Maine. One day she reached out to FedEx on social networks and asked for help in getting her supply chain set up. The team responded immediately and helped her solve the problem (“FedEx,” 2015). Here customer satisfaction is greatly shown the customers’ needs and expectations have been met by

reasons why this restaurant is so successful is the fact that people who eat here enjoy the

The restaurant industry is highly competitive with respect to price, value and promotions, service, locations, and food quality. Consumers are highly focused on value and

According to the National Restaurant Association (2011), 2011 Florida restaurant sales are projected to be $30.1 billion in sales with Florida having 34,035 restaurants in 2009. The NRA (2011) states that in 1955 25% of each dollar spent on food was in a restaurant compared to 49% presently. Given this growth trend, restaurant owners are faced with ever increasing demand being offset by concurrent competition growth. To drive customer growth and repeat business a detailed examination of the literature is necessary to determine what others have found to be dominate factors in accomplishing this goal.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Today’s organizations fail to realize the value of their customers when it comes to the success of their business. Without customer loyalty the success of your business will always be uncertain. Organizations must sensitively tailor the designs of a successful firm to the particular challenges of understanding, attracting, and keeping valuable customers. “Having satisfied customers just aren’t good enough”. Kenneth Blanchard and Sheldon Bowles, co-authors of Raving Fans, believe this concept is needed to have a successful business. I agree with this concept of customers being the focal point of any business. I would want more than just a satisfied customer; I want a “Raving Fan”.

The best service I encountered over the period of recording my service journals was at Back in Motion Physiotherapy in the Centre City Mall. The processes that Back in Motion have in place make the service. The service environment and customer service was excellent. I am still going to Back in Motion and their service hasn’t slipped at all. The environment was excellent because the business is private with frosted glass around the outside so no one can see in and the treatment rooms are also private. The waiting room was nice and warm and they had magazines, the daily newspaper and they also had a TV that always has who wants to be a millionaire on. On my first visit (the one used for the service encounter journal) the receptionist gave me an ACC form to fill out and told me what parts to leave and what I was required to fill out. They were running on time and the physio shook my hand and introduced himself. He asked me my whole history and listened to my story first before he tried to diagnose the problem and suggest a treatment plan. It was also easy to make conversation as he is our football club’s physio and we train on the same nights so we talked about football. I found the appointment reminder system great to, they text you the day before your appointment to remind you what time it is at. Back in Motion also markets to Polytech students through the student wall planner and student diaries, they also offer a student discount and also a

Quality of Service is the prioritization of certain types of network traffic so that they are delivered securely, timely, without any errors and loss to the destination node. The purpose of QoS in TCP/IP network is to provide special treatment to specific types of network traffic, which have special requirements, defined in Service Level Agreement. The network traffics are of different natures; some are time sensitive, some needs guaranteed delivery; some needs high security and integrity, and many more. And QoS is a technology that addresses these kinds of requirements.