week 8

OUTLINE FOR CUSTOMER SERVICE PAPER

Student’s Name

Institution

Course

Date

Outline for Customer Service Paper

Customer Service Paper

I. Discuss the subject of customer service and the various pertinent issues of choice related to this theme.

A. Customer service is a critical factor for the success of any organization hence the right research ought to be conducted to identify, define and institute the best processes that would deliver optimized results for the company in question.

II. The role marketing communication has in driving change within the society.

A. An example of the successful application of marketing communication that delivered the right outcomes in the society is seen in the case of Always like a girl campaign (Campaign, 2015).

1. Through the right use of marketing communication principles and methods the negative trends within the society can be undone and more positive alternative encouraged for the betterment of the society.

2. This aspect of improving the quality of life within the society is crucial in that it would aid to make life better for all within the society if effected accordingly.

III. The effect that employee training has on improving the standards of customer service delivery, in improving the productivity and profitability of an organization.

A. By improving on employee training the right outcomes of improved service delivery in key issues such as problem solving, communication with empathy and good public relations practices (Shaw, 2019).

1. Through the training of employees the financial well-being of a company can be accentuated this is due to decreases in losses due to poor performance, human error and the resultant lowered customer satisfaction.

2. Therefore, by training workers such procedural inefficiencies can be undone and more positive outcomes created in the organization.

IV. The effect that the application of technology in improving the standards of service delivery in the work place.

A. According to statistics from the Labor Statistics Bureau overloading employees with too much work would result in decrease in employee productivity by a figure of 68% (Coppersmith, 2019).

1. Through the application of technology improved results can be realised in the workplace and these can aid to limit losses. This improvement can be attributed to the greater efficiency in the work place brought about by the application of the right technologies.

2. Moreover, through the application of the right technology more customers can be attracted to a company for example, through the use of augmented reality devices in retail stores, a wider consumer base can get attracted to the company in question due to the quality of service they offer.

V. Discerning the tell-tale signs that the state of customer service in a company is wanting.

A. For an organization to be run at optimized efficiency it is imperative for the management to be able to discern whether there are issues in the customer service provision protocol or whether the company is functioning at a normal or optimum level (Unicom Teleservices, 2019).

1. The management in any organization can keep a watchful eye on the occurrence of any of the following trends within the organization so as to determine whether there are customer service issues within the company. These factors include, a failure by the employees to understand the needs of the clients, referring calls to different departments or the recurrence of angry customers at the company.

2. The sense to note the occurrence of these factors and the ability to effectively resolve is a key factor in the resolution of customer service delivery issues in a company.

VI. Conclusion

In conclusion, customer service is a critical aspect of a company’s operations. It is imperative that all companies maintain a firm hold over the progression and sustenance of conducive customer service conditions within the firm.

References

Campaign, (2015). Case study: Always #LikeAGirl. Campaign: marketing, advertising and media news & analysis. Available at: https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870 [Accessed March 5, 2020].

Campaign. (2015). Case study: Always #LikeAGirl. Campaign: marketing, advertising and media news & analysis. Available at: https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870 [Accessed March 3, 2020].

Çizmeci, F., & Ercan, T. (2015). The Effect of Digital Marketing Communication Tools in the Creation Brand Awareness by Housing Companies. Megaron, 10(2).

Coppersmith, K. (2019). How Technology Improves Workplace Productivity. Retrieved March 5, 2020, from https://www.business2community.com/human-resources/how-technology-improves-workplace-productivity-02166853/amp

Hackley, C and Hackley R., (2015). Advertising & Promotion (3rd Edition), Sage.

Karjaluoto, H., Ulkuniemi, P., & Mustonen, N. (2015). The role of digital channels in industrial marketing communications. Journal of Business & Industrial Marketing.

Kitchen, P. J., & Burgmann, I. (2015). Integrated marketing communication: Making it work at a strategic level. Journal of Business Strategy.

Luxton, S., Reid, M., & Mavondo, F. (2015). Integrated marketing communication capability and brand performance. Journal of Advertising, 44(1), 37-46.

Mihaela, O. O. E. (2015). The influence of the integrated marketing communication on the consumer buying behaviour. Procedia Economics and Finance, 23, 1446-1450.

Petersen, J. A., Kushwaha, T., & Kumar, V. (2015). Marketing communication strategies and consumer financial decision making: The role of national culture. Journal of Marketing, 79(1), 44-63.

Shaw, J. (2019, March 9). Effects of Training on Employee Performance. Retrieved March 5, 2020, from https://smallbusiness.chron.com/effects-training-employee-performance-39737.html

Štefko, R., Kiráľová, A., & Mudrík, M. (2015). Strategic marketing communication in pilgrimage tourism. Procedia-Social and Behavioral Sciences, 175(12), 423-430.

Todorova, G. (2015). Marketing communication mix. Trakia Journal of Sciences, 13(1), 368-374.

Unicom Teleservices. (2019, July 2). 12 Customer Service Challenges and How to Solve Them. Retrieved March 5, 2020, from https://www.unicomcorp.com/blog/12-biggest-customer-service-challenges-and-how-to-solve-them/