evaluation

Hi! I am Jeff, and today I will talk about the evaluation of social media relates to customer service and satisfaction. First, I will talk about social media. Yelp, Google maps and Fantuan are the most common way people are writing comments. Fantuan is more consider a Chinese app, and most of the clients are Chinese. Yelp is such a North American app, and most of the clients are Canadians in Canada. Only Google Maps is used all over the world. I choose Google maps to evaluate the customer service review because Google maps is well-known for multi-culture, so the reviews in Google Maps will vary. Secondly, I would like to talk about the good reviews. These three good reviews are organized by the customer got good service, and making them more likely to come again. When staffs offer the customers what they want and pay attention to the details. Customers will feel they are treated with respect and let them feel they are important. As JL said that the manager makes him or her feel like a valued regular customer on the first visit, and JL is a regular customer for Tim Hortons now. Next, I will talk about the bad reviews. Those bad reviews are organized by employees' negative attitude that making a negative effort to the company. Customers get the coupon or offers can make them pay less for their food, but employees do not seem to want consumers to use the coupons or offers. This such as Tim Hortons is issuing coupons just want to attract customers to solicit more business but does not want to give customers discounts. This will give the customer an impression that Tim Hortons is dishonest. Staffs are such as representatives to a company that staffs are giving customer first impression. Also, Tim Hortons as catering services. The food and drinks' quality are also important things. In the end, I will talk about the evaluation relate to leadership. According to McCallum said that "Success for good followers relates to performance and goal achievement not personal recognition and self promotion.  It is difficult but the best organizations tie advancement and reward to performance and goal achievement as hard as that may be to do". We can compare employees to followers and reward them when they reach their performance and goals. This will create a virtuous circle and allow employees to better respect and serve customers. Such as the manager we talk about in good reviews, she makes customers more likely to visit again. After that, according to Moran said "followers can "make or break" the leader influencing if and how goals are accomplished". For example, the staff we talked in bad reviews. They are preventing the company from achieving its goals.