Week 7

Poor Customer Services

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In the current industrialized world, competition has become a thread to some organizations. Each and every organization is searching for customers. Poor customer service is one of the issues in the organization that can impact negatively on the number of customers that belong to that organization. The industry might be producing the high quality products but with poor customer services, its sales and profitability will be declining since the customers will prefer to get similar products from their competitors where customer relation services is of high standard. It doesn’t matter whether they have low quality products, but the way customers are handled becomes the key factor. In this paper, I will cover poor customer service as my identified problem (Cook, S. (2017).

Delivering quality products along with the best customer service is the biggest challenge in the area to do with customers. Since the aim of the organization is to make profits besides prospering in the line of business where it specializes, it’s very unfortunate that any organization can’t achieve this mission without customers to its products. However customers must be handled effectively to their satisfaction for them to be loyal customers to a company. Improvement of customer services by recruiting quality trained customer service personnel besides motivating the existing ones will help in gaining back the customers attention to the organizations products. This will ensure that the organizations’ mission is accomplished. The problem is majorly concerned with a certain group of organization that is concern with customer service in the company (Karim, R., & Chowdhury, A. T. (2014).

From the surveys conducted in the organization, individuals from various departments were involved. Investigations on the factors leading to poor relation in the organization were conducted. From the investigations, various issues were identified as the main reasons leading to the failure in the customer service sector in the company. Some of the identified factors include; poor team work, overworking, inconvenient access to support, delayed response, inattention, lack of commitment and indifferences within the organization.

Firstly; poor team work, this refers to the ability of the employees working in the customer relation department to effectively work together as a team. The more complicated customer service issues normally imply a second interaction. From the investigation, the customers are served adequately from the first desk but when he or she is attended by a different person in the second desk for the same service under the same department, he or she experiences frustrations. This is due to the fact that the involved team lacks consistence in serving the customers. It should be encouraged that all members in the department works in corporation, every link of the chain supporting the next one. Unit of the team by inspiration will help them to deliver diligently to the customer (Goetsch, D. L., & Davis, S. B. (2014).

Secondly; the investigation also revealed that a simple question asked by the customer can be extrapolated to appear that it’s a huge the way it’s really not. Customer service for instance has a simple role of just responding on the basics of the product to the customers. Their work doesn’t require special knowledge or even any inquiry. The issue of overworking of the customer service section appeared to be the cause of this problem. It’s expected that the customer service team have just to understand the basic knowledge of the product that the organization deals with and just paying attention to the customer’s explanations on the product issues will help to solve this problem (Hill, N., & Alexander, J. (2017).

Thirdly; no individual likes unnecessary waiting, long holding duration on the side of customers was also found to be the cause of customer key complaint which lead to their dissatisfaction. Customer service requests for fast reaction to the customer questions. By doing so, the customers will reach their satisfaction that they do require from the company and this will help in gaining the loyalty of the customer to the company services (Cook, S. (2017).

Fourthly; lack of commitment to the customers raised issues was also discovered as a failure in the customer service section. The company and the agents are not fully committed in leading the customer to the end besides ensuring that the problem is solved to the satisfaction of the customer. It must be retaliated that having a separate individual in the customer section that will be fully following up the customers concerns to the end will rectify the problem.

Fifthly; inattention was observed to be another issues related to inability to satisfy the customer. Naturally, the customers need to be heard. Apart from understanding, they expect that a solution is offered to their concerns. For this to be achieved, they believe that by their views being heard, it will be easy for them to be dealt with. So it’s important that the company employees trained individuals to take the customers views before they are forwarded to the problem solving department (Brcic, J., & Latham, G. (2016).

Lastly; indifferences in the organization between the managerial team and the individuals in the customer service section was also identified to be another issue affecting the service delivery of the customer service individuals. For instance, if an individual has a disagreement with his or her boss, there is a high probability that if the customer needs his or her services, he or she may not deliver to the satisfaction of the customer. Harmonized relationship within the organization should be embraced for efficient service delivery (Gursoy, D., Cai, R., & Anaya, G. J. (2017).

References

Brcic, J., & Latham, G. (2016). The effect of priming affect on customer service satisfaction. Academy of Management Discoveries, 2(4), 392-403.

Cook, S. (2017). Measuring customer service effectiveness. Routledge.

Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

Gursoy, D., Cai, R., & Anaya, G. J. (2017). Developing a typology of disruptive customer behaviors: Influence of customer misbehavior on service experience of by-standing customers. International Journal of Contemporary Hospitality Management, 29(9), 2341-2360.

Hill, N., & Alexander, J. (2017). The handbook of customer satisfaction and loyalty measurement. Routledge.

Karim, R., & Chowdhury, A. T. (2014). Customer satisfaction on service quality in private commercial banking sector in Bangladesh. British Journal of Marketing Studies, 2(2), 1-11.