Customer Service Is An Integral Part Of Business Marketing Essay

Customer Service Is An Integral Part Of Business Marketing Essay Customer service is an integral part of doing business today. Customer service providers must have adequate preparation to interact effectively with todays customers. This preparation does not happen magically. It is the result of a commitment to increased understanding of the customer service industry, knowledge of current trends, ability to interpret those trends, and development of the fundamental skills necessary to achieve excellence. A new generation of customer service providers is emerging. This new generation is excited about what they can offer their customers and how they can help their organizations accomplish goals. They eagerly accept the challenge of expanding their understanding of the business world. These customer service providers are well educated, open to new ideas, adaptable, and motivated; in addition, they possess superior communication skills and have an enlightened understanding of the multicultural marketplace in which business is conducted. Technology is an opportunity for greater efficiency and a tool to more effectively meet the ever-changing needs of customers. The desire for additional knowledge reflects a commitment to personal and professional growth. What is Customer Service? Customer service is anything we do for the customer that enhances the customer experience. Customers have varying ideas of what they expect from customer interaction. The customer service provider must get to know his or her customers and strive to provide them with excellent customer service. No matter how accurately we see our definition of customer services we still have to live up to what our customer thinks that customer service is. The customers satisfaction is the goal to attain. Satisfaction of the customer services. Customer satisfaction recognizes the difference between customer expectations and customer perceptions. Satisfaction may develop quickly or may be cultivated over a period of time. Customers have many concerns; our job is to reduce as much of the customers stress as possible and to create a pleasant customer experience, while also providing current information and helping to solve customers problems. Satisfaction may be a customers afterthought. The customer may think back on the experience and realize how pleasant or unpleasant it was. Developing skills in customer services to fulfill the customer needs. In addition to developing skills, organizations must assess their current level of customer service and determine if it appropriately meets their current customers needs. Customers are changing all the time. In addition to the people, the circumstances that customers and organizations are required to operate in may change. If customer policies were established a number of years ago, or if the customer base has changed, current procedures for operation may no longer be effective. Companies must develop strategies that meet todays customers needs. Employees must be empowered to make decisions to benefit their customers. They must have managers who carefully hired the right people for the jobs and employees who are adequately trained to anticipate the challenges that may arise daily. While customer service is more than having a great attitude, it does require having the right attitude. Some people become so involved in trying to provide excellent customer service that they lose sight of the little things that the customer would appreciate. The use of technology and current information greatly facilitates the provision of excellent customer service. We live in an age of technology where a new and improved model is on the market almost before a new system is installed. Technology and information must work together to enhance customer service. Many up-to-date computer systems, e-mail, fax machines, printers, and messaging centers have remained unused because the information needed for their use was not developed and distributed to the appropriate customer service personnel. The challenge of providing excellent customer service never ends. Five Basics need of our client/customer Every customer have a situation with different wants and needs. Theres are basics action for us to fulfill the customer needs , it is: Service: Customers always wanted a good service and in polite way, a good service will make them feel comfortable and respect. The service that we provides must contains friendliness and politeness Price: The cost is everything; perhaps it is important to doing business with customer. If is too expensive, the customer will not be satisfied and will be mad, we dont want that to happen. So consider the price is very important for the customer needs. Quality: Customer wants to purchase durable and functional item until the customer decides or choose to replace them. The item must have an expectations of good durability. Action: Customers need action when a problem or question arises. Customers are human beings and like to think that they are an important priority and that when a need or question arises someone will be ready and waiting to help them. Appreciation: Customer would like to know that if we appreciate doing business with them. It is good to feel appreciate from someone we dealing to. Saying thank you to the customer through our words are very good action. Others service that make the customer feel comfortable: Friendliness: This is the basic action of customers needs, being polite is good for them to communicate with us. Understanding and empathy: It is very important to customers feel that the service person understands and appreciates their circumstances. Fairness: It is good when we have been treated fairly. Customers can be very annoyed and defensive when they feel they are subject to any class distinctions. No one wants to be treated as if they fall into a certain category. Customer service Price Quality Action Appreciation Service CONCLUSION The customer is very important, we must give them a very good service and serve the politely until the very end, also now we have known the basics needs of the customer service. Strong customer service is more important than ever, to fulfill the customer needs, try yourself standing in your customers shoes and experience your business the way they do, especially for a new buyer. Pick up the phone and see how easy it is to find information or connect to the right department. It may be an eye-opener for you. Bibliografy Ebrary, 2010, Customer Satisfaction, A practical approach , Retrieved 25th October, Stephen Elba. 2010, Customer service is an integral part, Final chapter, Retrieved 25th October, Ebrary. 2010, The Basics of Customer Service, Insights into the changing service of the Customer, Retrieved 25th October, Ebrary. 2010, The most importance needs, Customer Service, Rretrieved 25th October Question 2 All customers have their own unique sets of expectations. Expectations may be positive or negative. Organizations must periodically attempt to determine what their customers expect from their customer experience. In a group, list and explain in details the top five expectations that customers would have of the following organization: 5 star hotel International Fast Food Chain Travel and tours company INTRODUCTION Customer service is the art of serving a customer. It is by far the most important marketing strategy a business can use in its quest to capture and retain market share. Customer service isnt the product of smile training. It isnt a scripted, predetermined response to a menu of customer complaints. It isnt a magical transformation that occurs as a result of a one-shot corporate training program. It doesnt happen because of corporate lip-service or directives and mandates from upper management demanding that customers be treated with respect and dignity. Customer service is a way of doing business that is born out of genuine concern for the customer, and it involves every person in the company, from the chairman of the board to the custodian. Its a not just a way of doing business, its a way of life. Customer expectations We ourselves are customers and as customers, what do we want? Satisfaction. We expect the food to be delicious, the environment to be delightful and the service to be spectacular. Now that weve established that, we know what other customers want and what our next step to take is. Whatever we do, we need to think like a customer. Only then we can achieve success. If a customer make a reservation at our hotel, and soon the customer will be our guest, and before they arrive at our hotel, they surely make expectations how will be the services is, how the food, the accommodation, the environment and other stuffs is. By these expectations, we need to give our best, because it is so important what the customer will feel. Expectations that customers would have in: 5 star hotel A good services Air conditioner Lobby and lift A clean swimming pool. Nice environment Great accommodation International Fast Food Chain Have a Drive-Thru purchase Air-conditioner Smoking area A good compartment Many cashier so that the customers dont have to queue for too long. Travel and tours company More options on travel places. Fast procedures on checking passport etc. Free gift. Good services Friendly agent Managing customer expectations If you are a service provider, customer expectations can pose a major challenge. That is because expectations are wondrous creatures because: They grow, they shrink, they change direction, they shift constantly, and they shift easily and how satisfied or dissatisfied your customers are in determined by these expectations and your performance in meeting them. If expressed as a calculation, customer satisfaction might look something like this: The process concerns how customers feel they have been treated. This is the human element of service. And touchy-feely though it may appear, the human element is exceedingly important in achieving a high level of customer satisfaction. Example: When Im a customer, I want: To be taken seriously Competent, efficient service Anticipation of my needs. Explanations in my terms Basic courtesies To be informed of the options Not to be passed around Dedicated attention Knowledgeable help Friendliness To be kept informed Follow- through Honesty Feedback Professional service Empathy Respect If you are a businessman, consider yourself a customer, so that you can define what is the customer really want, by knowing all the subjects, you can easily attract the customer and doing nice business with them, lastly, the customer are happy and you get your work nicely done. CONCLUSION Humans expectation has no end so therefore, we just have to give our best to keep our customers satisfied. By giving the best to our customers, we not only can make their day but its also good for business. A satisfied customer will turn into a loyal customer. And dont forget, our customers are also our publicity agent. When theres a problem, be smart when handling it. We dont want even a small problem to get in the way.

Interior and Exterior Concepts of Visual Merchandising Essay

Visual merchandising is the art of implementing effective design ideas to increase store traffic and sales volume. Visual merchandising is known to be silent selling, in the sense that the product should sell itself. It is all about delivering good customer service to enhance the experience in store. There are many tactics and techniques for visual merchandising which are all linked to the physiological ways of the consumer are buying behaviours. Visual merchandising is very important to retailers because it shows how well they know the consumer, it will increase their foot flow in store and their sales if they get it right. It is important because it’s about creating the right experience to make them want to come back and buy things when in store. I will be looking at visual merchandising of three stores. The three stores I have chosen are Bank, JD sports and Farm and Pet place. Bank: Bank has a target market of 15-25, they provide the latest branded fashion and the competitors are arcadia group. JD Sports: JD sells the latest sportswear for their target market of sports enthusiasts. Their competitors are JJB sports and Sports direct. Farm and Pet Place: Farm and Pet place provide farm and get goods to its target market of farmers and pet owners. Its main competitors are pets at home and wynnstays. Findings Location & Visual Merchandising There are three types of locations for retailers these are: * Primary * Secondary * Anchor As the primary location is the main, they are town or city, it is important the retailer makes the store stand out compared to its competitors. Retailers in a primary location usually have standard visual merchandising. The secondary location is the quieter area of the towns and cities far away from main facilities and amenities; this is why there is less foot flow than a primary location. There is normally not a lot of space for retailers to experiment with their visual merchandise and the retailers located in the secondary location usually have poor visual merchandising as they follow procedure instead of being creative as they don’t have a big budget. An anchor store is a store within a precinct or on a high street with large overheads it attracts well known retailers who have the pulling factor to bring other retailers to the area. An anchor store retailer will have a very large budget to be able to become creative with their visual merchandising this why they usually have very food visual merchandising. Bank store in Llandudno is in a secondary location, so is Farm and Pet place and JD sports. Bank and JD are both in outlet centres therefore they have a lot of foot flow even though it’s just a secondary location. I think that Farm and Pet place are situated in a place where there isn’t much foot flow; you’d go there because you knew about it. Purpose Built or Interior Buildings Whether a retailer has decided to buy a previously owned building or buy a purpose built building, it affects the visual merchandising as every building has a different shape. If retailers buy a purpose built building they will have an advantage as they’re much better for visual merchandising because of the shape and the height, it is more suited. The purpose built buildings have considered the needs of the visual merchandising. For the inherited buildings it is not as easy as some of them are listed therefore the shop front cannot be changed, so if a retailer wanted to have a fancy shop front they could not because the building cannot be changed. Also they are really narrow and long therefor it is really cramped spacing to visual merchandise; it limits how much you are able to do. Even though purpose built buildings are more costly they are more cost effective in the long run. Bank has a purpose built building, however they haven’t taken full advantage of it because they have a false ceiling which could be potential selling space but it’s been wasted because they rushed getting the store open. The Farm and Pet place also have a purpose built building which they too haven’t taken full advantage of as they have windows in their store except the glass in the entrance doors. JD has purpose built buildings and they have taken full advantage of their purpose built store as they have put everything to its use. It has two floors, one for clothes products and the upper level footwear selling space. Store Architecture The design indicates the size and prestige of the retailers operation. The use of materials will create different images and effects within the store. As I have mentioned in the above paragraph about listed buildings, retailers are unable to change them to suit the ways of their visual merchandising as they cannot be structurally altered. As all three of the retailers I have chosen have purpose built stores they should be able to store and suit their store to the type of visual merchandising they may have, it should work in their advantage however in these cases it seems to not work as an advantage as they have poor visual merchandising displays. Farm and Pet place have no windows even though there store is purpose built so they could change it they haven’t therefore they have window displays to encourage people to go into the store. Even though JD have ken full advantage of the space of their purpose built store they don’t use their window space properly as they have little displays and Bank haven’t used their second floor and aren’t very creative with their displays. Fascia The fascia of a store is what identifies the store and attracts attention from the public. They also are what able customers to identify the store, what is sold and where the retailer is located. Here are three types of fascia: * Straight Flat Format * Side Hanging Format * Raised Front Format The straight flat format can only be seen from the front of the shop I feel this this isn’t the best option for a fascia as it doesn’t stand out very well they usually use these formats in precincts. The side hanging fascia are usually used in high streets, they are quite affective as customers can see it from both directions, creating more attention. The raised front format is usually illuminated and can be seen from far away I feel this is good as it creates a lot of attention from people walking past or people passing in cars. Many retailers tend to take a safe approach to their logo for example just using a black and white colour scheme, this is not a good approach as the store doesn’t stand out and it may lose out to other competitors. It is replicated throughout the store. Bank and JD have raised front format but Farm and Pet place has a straight flat format, Bank stores sign lights up as does JD which makes it visible to customers in the dark but Farm and Pet Place don’t have a sign that lights up. As is their window isplays in Bank and JD they have timing for the lights to go on and off at appropriate times but because Farm and Pet Place don’t have any windows, as they are a warehouse, they don’t need timed lights. All three retailers have their brand displayed through the fascias. I think as a recommendation to them all they should invest in side hanging fascia this makes it harder for customers to overlook the store because they haven’t seen the sign. As a personal recommendation to Farm and Pet Place they should light up their sign and invest in windows to display their merchandise. The Importance of the Shop Format This is the first part of the store which the customers see, this is where they create there first impression therefore it is important to get it right. There are three recognised types of shop front these are: * The Straight Front * The Angled Front * The Arcade Front The straight front is for shops that run parallel to the street with small entrance; this is hard for retailers with visual merchandising as they have small spaces to work with to be able to make their shop front stand out. This makes it harder to compete with competitors. The angled front enables shops to create a more attractive and interesting front this helps direct customers into the store. It also creates a better viewing angle and can reduce the glare on the window making everything more visible. The arcade front is straight with several recessed window and entrances this provides the shopper with a protected area for window shopping drawing them in and creating a more relaxed atmosphere. The Importance of Window Displays The window displays an important part of visual merchandising as this is what entices the customer into entering the store. In order to pull the customers into the store is through window dressing, it needs to grab the customer’s attention it only takes 3 seconds for a customer to gain an impression. There are two types of window displays these are: * Simplistic * Artistic The UK retailers have tended to stick to the simplistic look for their window displays except for the bigger stores such as Harrods as they have a lot of money to spend. The purpose of the window displays is to represent a small sample of merchandise the store holds and to enforce their corporate image; they are also to be informative to the customers. Informative window displays provide information to customers for example as we have had the Olympics back in 2012, the theme of their window may be based around that theme. The fact that they were themed displays around the Olympics meant that they would be tackling two things at once because you are meant to display them in an informative way. As Farm and Pet Place don’t have a window they cannot display window displays and customers cannot see anything they see in store they actually have to go into the store this may put customers off as a lot of customers like to window shop. Bank fashion has a very simple window display, it shows what offers they have but they don’t show many products displayed in their window, so to improve they could think about extending the window space to display more products to show their range that they stock in store and be more creative. JD Sports don’t have a good window display, they display barely any products and a few pairs of footwear, it doesn’t look appealing to customers therefore they won’t go into the store because of the window display.

Privacy Law Of The American Workplace - 1280 Words

In this article Evans summarized privacy law in the American workplace, and also scholar Mathew Finkin painted a dramatic picture of the surveillance under which many many American employee work. Moreover, Finkin mentioned in this article that 34% of American employee are monitored continuously with regard to their email and internet usage privacy. In addition, He also pointed that The problem of employee privacy and productivity becomes more significant as the boundaries between formal and informal places of work blur. Employee monitoring can also be conducted in other ways that were not possible until very recently. For example, some cellular telephones have built in global positioning systems that enable employers to track the†¦show more content†¦. . It is actually open up to any records system that can actually publish to it. I liked this source because there are more facts about how surveillance is used among society, and how companies and governments are benefited this surveillance and the purpose of using surveillance. It is very important to me to use this source for my research because I want to compare how companies and government protected their data and restrict form their employee and the how employee see this surveillance at work, and how it affected their privacy rights. To me this source is useful for my research and I ll get more facts relating to my research paper. Not only that, but how police keep track the people, and find them wherever people go or move to other states. 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History of the Invention of Fireworks

Many people associate fireworks with Independence Day, but their original use was in New Years celebrations. Do you know how fireworks were invented? Legend tells of a Chinese cook who accidentally spilled saltpeter into a cooking fire, producing an interesting flame. Saltpeter, an ingredient in gunpowder, was used as a flavoring salt sometimes. The other gunpowder ingredients, charcoal and sulfur, also were common in early fires. Though the mixture burned with a pretty flame in a fire, it exploded if it was enclosed in a bamboo tube. History This serendipitous invention of gunpowder appears to have occurred about 2000 years ago, with exploding firecrackers produced later during the Song dynasty (960-1279) by a Chinese monk named Li Tian, who lived near the city of Liu Yang in Hunan Province. These firecrackers were bamboo shoots filled with gunpowder. They were exploded at the commencement of the new year to scare away evil spirits. Much of the modern focus of fireworks is on light and color, but loud noise (known as gung pow or bian pao) was desirable in a religious firework, since that was what frightened the spirits. By the 15th century, fireworks were a traditional part of other celebrations, such as military victories and weddings. The Chinese story is well-known, though its possible fireworks really were invented in India or Arabia. From Firecrackers to Rockets In addition to exploding gunpowder for firecrackers, the Chinese used gunpowder combustion for propulsion. Handcarved wooden rockets, shaped like dragons, shot rocket-powered arrows at the Mongol invaders in 1279. Explorers took knowledge of gunpowder, fireworks, and rockets back with them when they returned home. Arabians in the 7th century referred to rockets as Chinese arrows. Marco Polo is credited with bringing gunpowder to Europe in the 13th century. The crusaders also brought the information with them. Beyond Gunpowder Many fireworks are made in much the same way today as they were hundreds of years ago. However, some modifications have been made. Modern fireworks may include designer colors, like salmon, pink, and aqua, that werent available in the past. In 2004, Disneyland in California starting launching fireworks using compressed air rather than gunpowder. Electronic timers were used to explode the shells. That was the first time the launch system was used commercially, allowing for increased accuracy in timing (so shows could be put to music) and reducing smoke and fumes from big displays.