Research Methods
RoseP05
SamplePaper.docxCustomer Services
Topic Title Related to Business
Full Name
Instructor:
Copyright: 2019, Full Name
All Rights Reserved
Table of Contents
Abstract......................................................................................................………4
Introduction …………………………..............................................................…4
Literature Review..................................................................................................5 Methodology...........................................................................................................?
Overview………………………………………………………………….?
Participants and Procedure……………………………………………..?
Results………………………………………………………………………….....?
Conclusions.............................................................................................................? References.......….…………………………………………………………….......7
Abstract
This paper addresses the significance of effective staff training in customer services in catering businesses located in Northern Virginia. This paper argues that well-trained and skilled staff members would help a lot to improve quality of customer services. It also argues that the quality customer services do not retain current customers only, but also do attract the new ones. The study conducted two instruments of survey method: interview and questionnaire. These two instruments of survey showed that effective staff training plays the most significant roles in quality customer services.
Introduction
The issues in customer services are considered as the most serious issues in business settings. Those who run these businesses hire people who have expertise in resolving such issues. There are several studies including countless number of scholarly articles that address the issues in customer services. Most scholarly articles and studies confirm that effective staff training plays the most significant role in customer services. An interview and a questionnaire conducted in this study also verified that effective staff training is one of the major determinants to improve the quality of customer services that helps business owners retain their current customers and attract new ones. This paper also argues that effective staff training would help business owners overwhelm customer services related issues, too.
Literature Review
Providing good costumer services is one of the key priorities of business settings to retain their current customers and attract the new ones. Several studies in the literature address the issue of customer services and suggest several ways to maximize the quality of customer services. Alghwery and Bach (2014) look at the issue from customer satisfaction perspective and define customer satisfaction as “the persons feeling of pleasure or allows disappointment through the branding of the customer experience” (p. 193).
Solomon (2014) approaches the issue from the customization of customer services and states that each individual could expect a customized and individualized service depending on the mood the customers are in. He argues that a person returning from a funeral would expect a different greeting that would match with his or her mood when engaged with any customer services associate (Solomon, 2014). Hyken (2017) points out the significance of staff training and states that staff members “must understand how important customer service is to the company, how service fits into the culture and how he or she plays a role in it” (para. 11). He argues that such a culture requires training (Hyken, 2017).
Cochran (2005) points out the significance of staff training and states “training is the most effective way to communicate the correct behaviors and competencies that will keep customers coming back” (para. 1). Alton (2017) draws attentions to the significance of staff training and states that effective staff training “ultimately benefits your business more than any other party” (para. 31). Gesme (2010) also states well-trained and skilled staff members “who feel they make a difference in the mission do better work” (para. 9).
References
Alghwery H., Bach C. (2014). Customer Satisfaction. International Journal of
Innovation and Scientific Research, 3(2), pp. 193-198
Alton L. (2017). 5 Tips for Developing an Effective Employee Training Program.
Retrieved from https://www.huffingtonpost.com/larry-alton/5-tips-for-developing-an-_1_b_12668722.html
Cochran C. (2005). The Top 10 Training Topics for Customer Focus. Retrieved
from https://www.qualitydigest.com/inside/customer-care-column/top-10-training-topics-customer-focus-070617.html#
Gesme H. D. (2010). Essentials of Staff Development and Why You Should Care.
Retrieved from, https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2835475/
Hyken S. (2017). Every Employee Needs Customer Service Training –
Here's Why. Retrieved from https://www.forbes.com/sites/ shephyken/2017/02/18/every-employee-needs-customer-service-training-and-heres-why/#3c0a52544f93
Solomon M. (2014). The 10 All-Time Worst Customer Service Practices.
Retrieved from https://www.forbes.com/sites/micahsolomon/2014/07/14/the-10-all-time-worst-customer-service-practices/#6e53487d4ebf
Use Topic Title from the Midterm Research Paper
Full Name
Instructor:
Copyright: 2019, Full Name
All Rights Reserved
Table of Contents
Abstract......................................................................................................………4
Introduction …………………………..............................................................…5
Literature Review..................................................................................................6 Methodology...........................................................................................................7
Overview………………………………………………………………….7
Participants and Procedure……………………………………………..8
Results………………………………………………………………………….....9
Conclusions.............................................................................................................9
References.......….…………………………………………………………….....10
Abstract
This paper addresses the significance of effective staff training in customer services in catering businesses located in Northern Virginia. This paper argues that well-trained and skilled staff members would help a lot to improve quality of customer services. It also argues that the quality customer services do not retain current customers only, but also do attract the new ones. The study conducted two instruments of survey method: interview and questionnaire. These two instruments of survey showed that effective staff training plays the most significant roles in quality customer services.
Introduction
The issues in customer services are considered as the most serious issues in business settings. Those who run these businesses hire people who have expertise in resolving such issues. There are several studies including countless number of scholarly articles that address the issues in customer services. Most scholarly articles and studies confirm that effective staff training plays the most significant role in customer services. An interview and a questionnaire conducted in this study also verified that effective staff training is one of the major determinants to improve the quality of customer services that helps business owners retain their current customers and attract new ones. This paper also argues that effective staff training would help business owners overwhelm customer services related issues, too.
Literature Review
Providing good costumer services is one of the key priorities of business settings to retain their current customers and attract the new ones. Several studies in the literature address the issue of customer services and suggest several ways to maximize the quality of customer services. Alghwery and Bach (2014) look at the issue from customer satisfaction perspective and define customer satisfaction as “the persons feeling of pleasure or allows disappointment through the branding of the customer experience” (p. 193).
Solomon (2014) approaches the issue from the customization of customer services and states that each individual could expect a customized and individualized service depending on the mood the customers are in. He argues that a person returning from a funeral would expect a different greeting that would match with his or her mood when engaged with any customer services associate (Solomon, 2014). Hyken (2017) points out the significance of staff training and states that staff members “must understand how important customer service is to the company, how service fits into the culture and how he or she plays a role in it” (para. 11). He argues that such a culture requires training (Hyken, 2017).
A website by Dale Carnegie states that a well-trained and skilled customer service is crucial to gain loyal customers (Carnegie, 2018). Cochran (2005) points out the significance of staff training and states “training is the most effective way to communicate the correct behaviors and competencies that will keep customers coming back” (para. 1). Alton (2017) draws attentions to the significance of staff training and states that effective staff training “ultimately benefits your business more than any other party” (para. 31). Gesme (2010) also states well-trained and skilled staff members “who feel they make a difference in the mission do better work” (para. 9).
Methodology
Overview
As stated above, poor staff training is one of the major reasons behind customer services related issues. There are several studies in the literature point out staff training when addressing the issues related to customer services. This study went further and conducted survey including an interview question and a questionnaire with a five-level Likert scale. The study aimed to gather data to analyze and support the argument raised in this study: effective staff training would help business owners overwhelm their customer services issues. Under survey method, there are two major ways to gather data: interview and questionnaire. Interview is considered one of the most convenient and effective methods of gathering data. Trochim (2006) sees interview as “the most challenging and rewarding forms of measurement” (para.1). Kvale (as cited in Alshenqeeti, 2014) states “interviews -compared to questionnaires- are more powerful in eliciting narrative data that allows researchers to investigate people's views in greater depth” (p. 39). This study also conducted a questionnaire with a five-level Likert scale to gather data. Losby (2012) states that “a Likert scale is an ordered scale from which respondents choose one option that best aligns with their view” (p. 4). He also adds that Likert scale “is often used to measure respondents' attitudes by asking the extent to which they agree or disagree with a particular question or statement” (p. 4).
Participants and Procedure
This study aimed to conduct a face-to-face interview and a questionnaire with 100 randomly selected customers coming to the restaurants located in Tysons Corner mall. There are several restaurants offering catering services in Tysons Corner mall. The interview aimed to gather the perceptions of the restaurant goers attending the restaurants located in Tysons Corner. During the interviews, the participants were asked how they would grade the customer services of the restaurants they go for dining. Then they were approached with a questionnaire that was managed via a five-level Likert scale to gather more data for analyzing. The customers were asked to select the best choice that fits their perceptions of the customer services as follows:
How would you agree with the following argument?
It is not the price; rather it is quality customer services that attract
customers:
Strongly Agree
Agree
Neither Agree Nor Disagree
Disagree
Strongly Disagree
Results
An interview question and a five level Likert scale questionnaire were conducted to allow the customers to express to what extent they value the significance of customer services and to what extent they agree or disagree with the significance of the customer services in restaurant business. Out of 100 customers attending the restaurants located in Tysons Corner, 45 customers said they strongly agree that quality customer services is the number one factor for them when they decide to choose a restaurant. 35 customers said they also agree with the idea of quality customer services that would attract more customers. In other words, 80% customers agreed the idea of how customer services are significant to retain the current customers and attract the new ones. 15 customers chose not to respond. No customer expressed that customer services is insignificant. Only 5 customers said pricing was the number one factor that has the most significant impact on their decisions.
Conclusion
This study argues that effective staff training is the number one factor that results in quality customer services. Quality customer services also attract more customers. Not only the literature supports the argument presented in this study, but also an interview and a questionnaire conducted in this study also showed that there is a significant relationship between effective staff training that results in quality customer services and the number of customers who go after the quality.
References
Alghwery H., Bach C. (2014). Customer Satisfaction. International Journal of
Innovation and Scientific Research, 3(2), pp. 193-198
Alshenqeeti H. (2014). Interviewing as a Data Collection Method: A Critical
Review, Retrieved from http://www.sciedu.ca
Alton L. (2017). 5 Tips for Developing an Effective Employee Training Program.
Retrieved from https://www.huffingtonpost.com/larry-alton/5-tips-for-developing-an-_1_b_12668722.html
Cochran C. (2005). The Top 10 Training Topics for Customer Focus. Retrieved
from https://www.qualitydigest.com/inside/customer-care-column/top-10-training-topics-customer-focus-070617.html#
Gain Loyal Customers (2018). Retrieved from
https://www.dalecarnegie.com/en/topics/customer-service
Gesme H. D. (2010). Essentials of Staff Development and Why You Should Care.
Retrieved from, https://www.ncbi.nlm.nih.gov/pmc/articles/PMC2835475/
Hyken S. (2017). Every Employee Needs Customer Service Training –
Here's Why. Retrieved from https://www.forbes.com/sites/ shephyken/2017/02/18/every-employee-needs-customer-service-training-and-heres-why/#3c0a52544f93
Losby J. (2012). Using Likert Scales in Evaluation Survey Work. Retrieved from
https://www.cdc.gov/dhdsp/pubs/docs/CB_February_14_2012.pdf
Solomon M. (2014). The 10 All-Time Worst Customer Service Practices.
Retrieved from https://www.forbes.com/sites/micahsolomon/2014/07/14/the-10-all-time-worst-customer-service-practices/#6e53487d4ebf
Trochim W. M. K. (2006). Interviews, Retrieved from
https://socialresearchmethods.net/kb/ intrview.php
