Marketing Paper

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.