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论文作者:meisishow论文属性:MBA毕业论文 MBA Thesis登出时间:2014-10-25编辑:meisishow点击率:13126

论文字数:3157论文编号:org201410241741412013语种:英语 English地区:爱尔兰价格:免费论文

关键词:客户服务差异化Customer CareCustomer Service






Customer care is going the extra mile for the customers to exceed their expectations and wants. It is a little extra effort made by service provider while delivering service to customer.

Customer care demonstrates leaving customer with a lifetime memory or experience. It helps in exceeding customer’s expectations resulting in repeat business. Customer Care is a trait which creates a difference in service and represents the uniqueness of an organisation. It also acts as a word of mouth; marketing tool for company hence works towards getting more business, harnessing the brand image and promoting goodwill amongst the masses.

Customer service is addressing and satisfying customer’s basic needs and expectations. It is offering customer a consistent service.

Plans are essential for continuous development of an organisation. Plans are necessary for future forecasting of set of decision about how to do something in future. Plans are made for achieving objectives or future goals of organisation. For an example: Mc Donald’s have planned to launch a training programmes consists of two phases, hospitality plus workshops and customer care programme for its current employees and new recruits in order to achieve higher standards of customer service and care.

Policies are required to put all planes together in official and formal form for their implementation throughout the organisational hierarchy. For examples: knowledge of menu ingredients, observation of cleanliness standards etc.

This illustrates the importance of the area of customers chosen by the organisation. These areas can be classified as rural area, cities and metropolitan cities. Out of these three, metropolitan cities are the most significant and challenging as it consists of varied age groups and economic backgrounds that prefer diversified services.

Customer patterns are essential in hospitality industry in order to meet the expectations & needs of targeted customer market. As demands of a customer varies with their requirements. Customer pattern helps in identifying needs of all the customers comes in hence helps organisation in achieving customer’s satisfaction.

In the case study of McDonalds the customer targeted market is predominantly children & teenagers. Thus keeping its customer pattern in mind McDonalds initiated giving free toys and gifts with their happy meals to attract its young customers. It also highlights the importance of imparting training throughout its staff hierarchy about gauging customer target market.

Customer care culture is created by the person working in the organisation or employed by the organisation. Customer care culture sets a benchmark and imparts its tradition of customer care to all current as well as new recruits of the organisation. T论文英语论文网提供整理,提供论文代写英语论文代写代写论文代写英语论文代写留学生论文代写英文论文留学生论文代写相关核心关键词搜索。

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