Customer Services
Introduction
Customer service refers to the services offered to the customers before, during and after making the purchase. It does not only involve goods but also the services provided. Good services to the customers provide a nice experience that enables the customers to meet their expectations. It provides satisfaction to the customers through ways like good communication and transport services. In cases where the customer service is poor, many complaints from the customers are usually raised.
Thesis: Good customer services improve the performance of the business as well as attracting and retaining customers.
Customer Satisfaction
This is a strategy that plays an important role in improving the services offered by the company. The satisfaction of the customers enables to replace the negativity of the company that might have occurred (Biggs, D. C., National Research Council (U.S.), Airport Cooperative Research Program & United States, 2010). It implies that the strategic measures instilled by entrepreneurs in order to meet the needs of the customers are very crucial. The main reason for satisfaction of the customers is that it is a great determinant of the productivity of the organization.
Provision of Quality Services
This shows that quality services facilitate satisfaction of the customers. It is usually very important for the organization to maintain the customers; however, it should focus on the main objectives of the establishment. Quality services are usually achieved through provision of good activities to the customers (Coyle, 2011).When quality services are offered to the customers, satisfaction is achieved as maintenance of the loyal clients. This is usually important as it helps to attract as well maintain the customers.
Customer Service Training
This is where everyone who has the ability to improve one-on one contact with the customers. This is because there is the need of bringing out emphasis on the significance of the organizations in response to the services offered. It facilitates the satisfaction of the customers as the organization is usually at a position of meeting their needs. The training is usually essential in enabling recognition of the priority needs of the customers (Warkentin & Decision Science Institute, 2015). It is through the training that the customers’ requirement would be met hence it is very important.
Business Transportation
The services provided to the customers usually determine the satisfaction or disappointment of customers. Transportation services is a factors that impacts to high levels of satisfaction among the customers. Satisfaction is greatly determined by the services the customers are likely to receive from the organization (Evans & Lindsay, 2017).
Transportation is one of the factors that facilitate good service providence by the company. It mainly facilitates satisfaction of the customers in both private and public sectors improvement of transportation means is important as it is a way of enhancing the services provided.
Transportation Creates Close Contact of Business and Customers
The company that mostly is in the bracket of transportation industry has the ability to expose to the public concerning their services. This is because the companies that offer transport services are usually in close contact with their customers (Turnbul, et al. 2008). Improvement of transportation services is therefore key factor in extending the services. This is a supporting evidence for importance of transportation. It is usually n important aspect in improving the services offered to the customers. Business transportation therefore is very important as it improves satisfaction of the customers in the services being provided by the company.
Communication of Customer Expectations
It is important for communication between the business and its stakeholders as it helps to know the customers’ expectations. This can be done through meetings that enhance the organization to meet the goals of its establishment. There is also implementation of several competitions which would generate suggestions of the companies’ ability to satisfy the customer needs (Mentzer, 2004). This facilitates improvement of the services that the company offers to the customers. It is also important as it enhances improvement of transportation services through continuity of improving the services offered to the customers.
Poor Satisfaction of Customers Due to Insufficiency of Business Responses to Complaints
Poor response of the business has been one of the leading factors for lack of sufficient customer satisfaction is an evidence effect of communication. Proper response to the needs of the clients enables the company to fit well in the environment of competition. The changes that have been happening increases the importance of services offered to the customers and their demand for the services (Pride & Ferrell, 2008). Positive notable response to the complaints of the customers is important as it improves the economy of the organization regardless of the level of competition.
Transportation Facilitates Ability of the Business to Response to Customers’ Complaints
Provision of good customer services in transportation industry has the ability to enable the business to respond to complaints that might be raised by the customers. This is a supporting evidence of importance of communication. This would satisfy the needs of the customers (Transit Cooperative Research Program & National Research Council (U.S.), 1999).This would facilitate the expansion of the business as customers are main factor for it. This makes it an important strategy that would facilitate high profits in the company.
Conclusion
The demand of the customers is usually determined by the type of services being offered by the organization. Services like business transportation and good effective communication are some of the services that enable to attract and maintain customers as seen in the discussion above. Training of the business stakeholders is yet another strategy that facilitates satisfaction of the needs of the customers. Good customer services improve the performance of the business as well as attracting and retaining customers. It is therefore necessary for the organization to practice quality service provision so as to improve the productivity of the same.
Reference
Biggs, D. C., National Research Council (U.S.)., Airport Cooperative Research Program., & United States. (2010). Guidebook for conducting airport user surveys. Washington, D.C.: Transportation Research Board of the National Academies.
Coyle, J. J. (2011). Transportation: A supply chain perspective. Australia: South-Western Cengage Learning
Evans, J. R., & Lindsay, W. M. (2017). Managing for quality and performance. Boston, MA : Cengage Learning
Faed, A. (2013). An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry. Heidelberg: Springer.
Turnbull, K. F., National Research Council (U.S.)., United States., & United States. (2008). U.S. and international approaches to performance measurement for transportation systems: Summary of a conference [held] September 9-12, 2007, Beckman Conference Center, Irvine, California.
Warkentin, M., & Decision Science Institute,. (2015). Trends and research in the decision sciences: Best papers from the 2014 annual conference. Upper Saddle River, NJ: Decision Sciences Institute.
Mentzer, J. T. (2004). Fundamentals of supply chain management: Twelve drivers of competitive advantage. Thousand Oaks, Calif: Sage Publications.
Pride, W. M., & Ferrell, O. C. (2008). Foundations of marketing. Boston, Mass: Houghton Mifflin.
Transit Cooperative Research Program., & National Research Council (U.S.). (1999). A handbook for measuring customer satisfaction and service quality. Washington, D.C: National Academy Press.
