Business

Customer Service

LaShanda Lewis

AMU

I. Introduction

Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.

A. Thesis:

Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.

II. Body - Paragraph 1:

Topic A.

Factors affecting successful customer service

Supporting Evidence

Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.

Explanation

Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.

Why is this important?

This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.

III. Body - Paragraph 2:

Topic B

Relationship between customer service and customer satisfaction

Supporting Evidence

There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).

Explanation

Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.

Why is this important?

This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.

IV. Body- Paragraph 3

Topic C

How customer service affect customer loyalty

Supporting Evidence

Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor customer service.

Explanation

The repetitious purchase is an indicator of consumer loyalty. The composite approach and the behavioral approach can be used to explain this phenomenon based on its relationship to good customer service.

Why is this important?

This concept is essential as it helps organizations to know the alternative variables that can be used to enhance their competition, profitability and overall success in the service industry (Berry et al. 2010).

V. Conclusion

Customer service is very crucial especially in organizations that focus on customer retention, attraction, and loyalty. The elements of customer satisfaction and consumer loyalty are highly essential and beneficial in organizations, as well as ensuring that the organization thrives in its respective industry .

References

Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing: Integrating customer focus across the firm. McGraw Hill.

Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2010). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218.

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (2010). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.

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