Category: Customer Service

Background of the Study

The essence of customer service in companies has been emphasized worldwide. Many companies have improved customer service in their organizations which has led to improved performance in their businesses. Accordingly, customer satisfaction, loyalty and increased profits have been some of the benefits of excellent customer service.

In order to cope with the challenging business environment, companies have resorted to the adoption and implementation of various strategies that would improve customer service.

Provision of quality customer service is a dynamic and interactive process that goes beyond exchanging money for particular goods and services. Provision of quality services requires customers to take part in the process by cooperating with the service providers .

Research has shown that good customer service heavily depends on the employees, especially those who interact with the customers directly. Quality customer service implies that the customers are provided with impressive services which in turn enhance their satisfaction. Delivery of quality services to customers is often associated with customer loyalty.

Exceptional and quality customer service satisfies the customers and it follows that satisfied customers remain loyal to the company. Delivery of attractive customer services encompasses psychological research and practices aimed at satisfying the customers.

It also gives a chance for the development of a framework used in customer service. Expectations of the customers, brand equity, cultural and regional differences and measurement are factors that determine the success of a business in terms of quality customer service .

Customer service requires companies to develop certain skills for dealing with customers. Among the most important skills when dealing with customers is the ability to comprehend and respond to their needs and concerns appropriately. For many years, sales have been associated with the ability to convince customers to use the services of a certain company.

Good customer service begins with complete knowledge of the customer, his conditions, aspirations and challenges. In addition, discipline in customer service is sensitive towards upholding the principles of the customers, sharing critical information about them and identifying their needs in order to provide excellent services to both internal and external customers (Zemke & Woods, 2000).

Importance of Customer Service

It is agreeable that customer service is an important component of the overall strategy of companies to conduct business. Without customers, it would be difficult for companies to sustain their operations. Despite the fact that many companies have been aware of this fact, customers still complain of poor service in some companies.

Most companies believe that they do what they are supposed to do regarding customer service. However, unless the companies put in place certain mechanisms, they would continue to provide unsatisfactory services to their customers .

In all successful business organizations, commitment towards provision of good customer service starts from the top management. The top leaders of companies must realize that they have a duty to not only meet the needs of the customers, but also to work hard to exceed the expectations of the customers.

It is critical for the leaders to come up with an organizational culture that understands and works towards quality customer service. In the current world, business competition has continued to grow on a daily basis. When customers are not satisfied with the services they get from one company or business organization, it is easy for them to move to other business organizations that serve them well.

The only chance companies have is that of making a good first impression to their customers. If leaders in companies ignore the fact that customer service is a prerequisite for the continued existence of their business organizations or fail to provide the necessary resources for quality customer service, they are likely to be pushed out of business .

Appropriate training is one of the ways through which companies can develop a culture of excellent customer service. Employees must be meant to understand what is expected of them when they deal with customers. For instance, there should be established uniform ways of answering customer calls and a predetermined chain of command for dealing with customer complaints among other issues related to customer service.

The procedures used in addressing customer problems are important than the problems themselves. Customers should feel that their interests are given the first priority by the business organization and that their concerns are valued.

Customer feedback is one method that companies can use to evaluate their customer service level. The performance of a company in customer service should not only be benchmarked by use of competitors but also on the basis of the goals that the company has set. Companies should always remember that their endeavor is to exceed the expectations of the customers.

Written surveys may be used to gauge the satisfaction of the customers. This gives feedback regarding several issues on the operations of the company. Written comments should be allowed in the surveys since they highlight areas that might potentially cause problems.

Interaction between the management of a company and the customers measures the general effort of the company apart from gauging the commitment of the company towards achieving its goals.

Managers who are detached from the customers do not have enough information on what the employees do and what the customers need. Customers feel a sense of satisfaction when they share information with people who set policies as opposed to people who merely execute the set policies .

With the stiff competition in the current markets, companies need to be the types that get things right at the first instance and quick to correct any mistakes. Perfecting these aspects leads to customer loyalty. As already mentioned, customer loyalty is an important strategy of ensuring business success and continuity.

Excellent customer service is the pillar of any business since it provides an avenue for further growth and assists in shaping the reputation of the business organization.

Different strategies can be used to attract customers to business organizations but unless a concrete way of ensuring the customer loyalty is developed, the desired profits cannot be realized. Excellent customer service also entails making the customers happy such that they market the business organization by informing others of the good services they receive (Business Case Studies, 2011).

Research Questions

The main purpose of this study is to analyze the concept of customer service in companies. The research endeavors to answer the following questions:

• What is importance of quality customer service in companies?
• What is the relationship between quality customer service and customer satisfaction?
• Do companies contribute towards customer dissatisfaction through poor customer service?
• What are the strategies that can be applied by companies to ensure excellent customer service that would lead to customer satisfaction?

Literature Review

Quality customer service reflects an organization that is highly concerned about the needs of the customers (Albrecht & Zemke, 1990). Most companies have experienced numerous changes regarding how customers perceive and interact with them. Albrecht & Zemke (1990) emphasize the fact that effective customer service is an issue that private and public companies have to deal with in order to enhance their business performance.

Customers use new standards of measuring the performance of a company hence companies cannot ignore the fact that they are responsible for customer satisfaction through excellent customer service. As a result, there is the need for companies to develop customer service strategies. In developing customer service strategies, identification of potential and existing customers is usually the first step.

Most companies seem to be so busy and disinterested in people such that they never take time to understand their customers well and know what they want (Blanding, 1991). Companies can improve their service delivery by conducting a process of defining their customers and finding out what the customers want from the organization. Customers are classified into internal and external customers.

Internal customers are the employees of a company who are involved in serving external customers. The internal customers rely on services that are provided from within the company. External customers are the individuals who directly benefit from the services of the organization and in turn provide revenue for the company or fund the company through the tax they pay.

Customers are always treated as individuals instead of treating them as groups or communities . Despite the fact that a community may be comprised of many people, companies deal with each of the members of the community one by one. Each of the members has personal needs that have to be met by the company. It is imperative for companies to have good knowledge of the exact needs that the customers have.

Unless a company knows what its customers consider important, it would be difficult for the management to make the necessary changes in order to ensure excellent customer service. Companies generate different expectations from both internal and external customers.

Researchers have argued that customer service should be woven as a common thread in companies in order to create a customer service culture. Unless all employees perceive their connection with expert customer service, customers would not receive the excellent services they deserve.

The beliefs, norms, shared values and the ideologies of a company should be consciously and explicitly geared towards providing excellent customer service. Unless this happens, companies would not be able to provide consistent quality customer service that would create a good reputation for the company.

The philosophy of quality customer service culture must be passed on in a manner that enables employees to understand at a personal level, the importance of quality customer service to the overall success of the company.

Companies that develop market dominance run the risk of developing arrogance . This is manifested when employees start talking to customers rudely instead of listening to them and listening to their feelings and needs. Quality customer service is only present if customers decide that it should be there.

The most important and most reliable measurement of customer service is an evaluation of the most recent experiences of customers with a company and their level of satisfaction.

Customer Service Debates

Different authors have written on the subject of customer service highlighting different issues. Various explanations regarding why customers express dissatisfaction and what companies should do to ensure excellent customer service have been advanced.

Perhaps, one of the greatest mistakes made by companies with regard to customer service is responding to customer issues slowly. Customers judge companies on the basis of how effectively their issues are solved. Apologizing to customers may be important but if the problems are not solved, the customers are never satisfied (Zemke & Woods, 2000).

Unprofessional conduct by employees destroys the reputation of companies when customers share the experiences with other potential customers. Some customers may portray a lot of anger but the work of the employees is to listen to them. Although customers are expected to be calm, anger from customers who have been treated unfairly on issues that cost them is usually justified.

Problems in customer service become detrimental in companies when the management is poor and customers are promised that their issues would be resolved but this does not happen. Debates revolving around customer service stress a number of strategies that companies should use.

For instance, it is important for companies to ensure that any services promised to customers are made available. When errors are made since it is not possible to avoid them, customers should be given explanations because this is one way of maintaining their loyalty. Customer loyalty should always be taken seriously since their perceived lack of appreciation affects their loyalty.

It is also agreeable that the response time should be fast when customers raise issues that need to be resolved. This is only possible if companies engage the services of well trained employees. Employee training eliminates instances of unprofessional conduct that destroys customer loyalty.

In addition, there have been debates that companies should work hard towards showing customers the importance of remaining loyal to a particular company. This can only be achieved by ensuring that excellent customer service is made a priority.

Customer Satisfaction

The concept of customer service is closely related to customer satisfaction. Customer satisfaction has been defined and discussed by different researchers in order to measure the concept. Customer satisfaction is based on the experiences that customers have through their interactions with a particular company. Satisfaction is regarded as the customers assessment of the services of a company that is influenced by personal expectations.

Other researchers have defined satisfaction as the feeling of either pleasure or discontent after making a comparison between the outcome and what the customer expected. Customers react differently to certain encounters and this also influences their satisfaction. Customer satisfaction can be transaction specific or cumulative satisfaction.

Transaction specific satisfaction is the evaluation that a customer does after a particular service experience. On the other hand, cumulative satisfaction is the overall evaluation that a customer makes of a company since he started using the services of the company (The Social Customer, 2011).

Since customer satisfaction is an important aspect of customer service in companies, it is crucial for companies to measure the level of customer satisfaction in order to realize their goals. Many researchers have discovered the close relationship between customer service and customer satisfaction.

They have realized that there are various factors that contribute towards customer satisfaction. For instance, companies should consider understanding fully the needs and expectations of the customers.

This research is aimed at looking at the issue of customer service and its importance to companies in detail. From the literature review, it is quite clear that customer service is closely related to customer satisfaction.

It is only after the needs of the customers are met through excellent customer service that companies would improve their services. The literature that has been reviewed in this research revolves around the importance of quality customer service and how it leads to customer satisfaction (Albrecht & Zemke, 1990).

This literature fits into the research since the research aims at among other things finding out the relationship between quality customer service and customer satisfaction. The literature review has analyzed in detail how companies should treat their customers in order to satisfy them.

The literature review would be used to conduct the primary research since it entails collecting all the relevant data regarding customer service. For instance, it touches on various aspects of customer relations such as debates revolving around customer service and the relationship between customer service and customer satisfaction.

Research Methodology

In carrying out researches, different methodologies are used depending on the type of research being carried out. This research would rely on the descriptive type of research. This type of research presents facts concerning a certain situation as it is at the time of study. A descriptive research also focuses on relationships that exist among various aspects.

In addition, qualitative research is an appropriate research method to be used in carrying out this study. This is because qualitative researchers do not only rely on statistics like quantitative researchers do (University of New York, 2010). Qualitative research focuses on the analysis of information that is not structured.

In this research, the choice of the research method would give more information about the attitudes of different people, motivations, lifestyles and value systems. During the actual data collection, the major methods that would be used to collect the data include use of questionnaires and surveys.

A questionnaire is an appropriate method of collecting information from a wide range of respondents. The questions in the questionnaire would be open ended questions for the respondents to give adequate information. Their structure would be in such a way that the respondents would understand the questions easily.

Apart from questionnaires, sampling is also another method of data collection that would be used in the research. It would be appropriate to sample employees in 3-4 companies to collect information regarding customer service. The companies would be approached through the top management and clear explanation of the aim of the research given.

After sampling company employees, it would also be important to sample 5 customers to get their perspectives and experiences on customer service with the companies. The interview method would be used to collect information from the company employees and the customers.

This is because interviews have the capacity to generate first hand information. In addition, they give the researcher and the respondent a chance to ask each other questions for the sake of clarification. Once the data has been collected from the field, what would follow is a detailed analysis of the information gathered.

Data analysis is an important process after actual field collection of information. It is a process that entails compilation of the data collected and evaluating its credibility.

In carrying out data analysis, various issues touching on ethical considerations would be considered. For instance, some of the data collected might not be accurate and during this time, information would be sorted out to remain with the most credible and relevant data for the research.

Time Scale

It would be important to have a reasonable time frame within which the research would be conducted. This is because unless there is careful and proper planning of the available time, some aspects of the research would not be tackled and if tackled, this might not be done exhaustively.

Reference List

Albrecht, K., & Zemke, R. (1990). The Only Thing that Matters. New York,NY: HarperCollins Publishers, Inc.

Basu, R. (2004). Implementing quality: a practical guide to tools and techniques. Cornwall: Cengage Learning EMEA.

Berndt, A., & Brink, A. (2004). Customer Relationship Management and Customer Service. Lansdowne: Juta and Company Ltd.

Berry, L. (1991). Marketing Services:Competing Through Quality. New York: The Free Press.

Blanding, W. (1991). Customer Service Operations. New York,NY: American Management Association.

Business Case Studies. (2011). The importance of customer service. Web.

Gale, B. (2010). Managing Customer Value: Creating Quality and Service That Customers Can Se. New York: Simon and Schuster.

Goodman, J. (2009). Strategicc Customer Service. New York: AMACOM Div American Mgmt Assn.

Hinton, T. (1991). The Spirit of Service. Oxford: Kendal/Hunt Publishing.

Karl, J. (2011). Customer Service  The Importance of Quality Service. Web.

Stewart, J. (1990). Bridge not Walls. New York: McGraw-Hill Publishing.

The Social Customer. (2011). Proactive Customer Service and the Great Debate on Handling Complaints. Web.

University of New York. (2010). Research methods and resources. Web.

Yahalom, T. (2010). How to Improve Your Companys Customer Service. Web.

Zemke, R., & Woods, J. (2000). Best Practices in Customer Management. New York: AMACOM Div American Mgmt Assn.

Appendix

Appendix A

The diagram below shows the relationship between customer satisfaction and customer loyalty.

From: B2B market research company. Web.

Appendix B

The concept of customer service is believed to have emerged in the 1940s in Geneva Switzerland. It continued to advance and to date, most companies focus on quality customer service as part of the overall strategy of remaining in business.

Hotel and the guest experience is a broad topic in the hospitality industry, which related to all progress during the hotel. This essay aims to figure out the concept of professionalism within the hospitality industry. Moreover, the trend of customer behavior is changing and developing. It is essential to follow the trend and forecast the direction. This work explains the elements of the experience economy, and it will discuss Pine and Gilmore’s theory to understand the experience economy and analyze the customization and commoditization as well. After that, figure out the critical reflation from the hotel to deal with consumer behavior trends, and evaluate the hotel market to adjust by changed consumer’s sensibility. To know the reason why some hotels can always become popular in the hospitality industry. Finally, search four examples of the hotel to offer a personalized and unique experience.

Pine and Gilmore’s Experience Economy

According to Pine & Gilmore (1999), the element for judging and defining a company is by their profit. Understanding well of guest interests and needs could make significant growth of the company benefit. In fact, not only create more opportunity for the company to earn a profit but also it might be charge more than other competitors. A guest has a high intention for purchasing their own experience and unique memory. Moreover, the guests would share their knowledge with friends or relatives after a great experience, which also builds up the customers’ loyalty and excellent reputation of the company. All aspects of providing enjoyable experience crucial to run a successful company. The power of experience economy is considerable effect for customers to consume behavior.

Work Is Theatre

“Work is becoming more like a theatre where goods are props and services create a stage on which a rich customer experience can be blended”, – Pine & Gilmore (1999).

The tourists placed great emphasis on experience in nowadays. Mega-trend has influenced the whole economy (Mehmetoglu & Engen, 2011). In fact, the trend has shown proved again how crucial of providing an excellent experience to the guest. If the economic requiring is an experience which means work is theatre. On the contrary, the employee identifies it as a standard as well (Goffman, 1959). In this case, the company make more effort to create a customization business environment for guest (Pine & Gilmore).

Customization

Customization is the intangible service of assisting the guest to realize what exactly they need. Thus, a service becomes to provide an exact item to suitable for each individual guest’s wants in a particular moment (Pine & Gilmore, 2013). Using customized service could make a high difference with other competitors, and it really difficult to be emulated from others. Through the experience with guest, the company could adjust their method to enhance the better-quality service for guest. Thus, customized service becomes essential for a business organization to earn added value for customers.

Commodification

The meaning of commodification is a process, which means the consumer hardly recognizes the different attributes between the goods. Therefore, while consumer could not distinguish the difference from a similar type of product, they would prefer to purchase the cheapest product. Companies can solve this commoditization trap by using customization. When service customizes the experience for an individual, guest can receive the top experience and make the decision to choose the products on next time (Pine & Gilmore, 2013).

A Critical Reflection of How Consumer Behavior Trends Have Created the Need for Authentic Experiences within the Hotel Sector

Consumer behavior trend is always changing and developing, and the hotel is the place to pleasure guest for making a profit. Therefore, the hotel should be forecast the pattern of consumer behavior and follow the trend to create an enjoyable experience for the guest. There are several examples of the hotel reflecting the consumer behavior trend. Primary, tourist nowadays prefers to have a local experience rather stay in a 5-star hotel and use the hotel’s facilities, such as Jacuzzi, swimming pool, and gym. They want a strong connection with the city or attraction spot. For example, experiencing the unique festival in a specific time, enjoy the activity that most people have not done it before. Besides, try all local cuisine rather than stay in a hotel for dining. Therefore, Airbnb became a powerful competitor to the hotel, which could not provide a connection with the local area. It causes thousands and thousands of tourists to choose Airbnb to book the accommodation. Stay with locals and enjoy their daily life which became the new consumer trend (Salazar 2018). However, Salazar (2018) recommends that the hotel should focus on the connection between the hotel and the community. Hotelier could provide different experience by surrounding environment of the hotel. Moreover, make the corporation with a local restaurant, such as, design some cuisine by local features, and corporate with local business to provide local experience. The guests can enjoy more local elements during in the hotel. Hotelier Providing different experience by surrounding environment of the hotel. Furthermore, Uber eat has become a megatrend in this generation. According to the study conducted by Empirica Research, these days, people not only use Uber eat more often but also believe that they can be eating healthier to use Uber eat for food. People accept this kind of behavior and get used to it. More and more people rely on the app because they can choose whatever they want and also could order healthy food for themselves (‘Uber Eats Reveals How Aussies Are Eating in 2019: Uber Newsroom Australia’, 2019). In this case, the hotel reduces significant revenue from their restaurant. Most guests would just take order by app and have the meal in their room. By contrast, the hotel could turn on the experience. The hotel restaurant can hire the best chefs and create over-the-top dining venues in order to give guests an unforgettable memory. The hotel can go apart from other competitors by the beautiful dining experience, which is the goal that Uber eat service cannot achieve (‘Hotel Foodservice Trends to Follow in 2019’).

An Evaluation on How the Hotel Market Has Evolved as a Result of the Changed Consumer’s Sensibility

As the report mentioned above, guests are willing to consume the product, which can create an unforgettable memory. In fact, the guest would like to spend more money to enjoy a unique experience. Nowadays, the guests are not easily attracted by a fancy hotel structure. How to make the guest feel incomparable between other hotels and keep customer loyalty become crucial issues for the hotel. Hence, most hotels’ employee started their customized service to enhance their business. There are some characteristics of customized service. Firstly, try to receive the guest information before they arrive in the hotel, such as ask their preference and any needs by email or phone. Collect the guest data for serving the guest in a particular method. Also, ask the guest for the customer feedback after they finish their stay in the hotel. The guest can feel a great concern from the hotel. Secondly, hotel regulation should be flexible for the guest. Which means the existing rules and policies of the hotel can be modifying. However, the hotelier has to look for a solution to satisfy the guests’ needs without affecting the business. Thirdly, creativity is offering something that no one has done it before for the guests. To be creative, it should put much effort to analyze the trend of consumer behavior from their suggestion, opinion and customer feedback. Finally, adaptability means to make sure the customized service could acceptable for each individual guest. Adaptability is the primary factor to be concerned when designing a new service (‘Customized Services: A Key Strategy in Guest Services: By Osvaldo Torres’, 2008). Therefore, the hotel might put more effort to create an incredible experience for the guest, rather than spend all the money on their building. Customization is the new trend all around the world, and hotel should adjust their market to fit in the modern business environment.

How Established Hotel Brands Have Adopted to Provide Personalized and Unique Experiences

People are indeed more emphasis on their own experience and unique service. A guest wants customized feeling through the whole stay in the hotel. According to the high-tech generation nowadays, it should be possible for a hotel to set up more connection with each customer, such as smart room, tech-savvy rooms and more relationship among people. A few years ago, artificial intelligence, home automation and Internet of things brought personal service to an unthinkable level. As more and more technology is connected to IoT, which can make the tourism and hospitality industry to analyze their guests’ data to improve customer experience. For example, Marriot is launching its IoT Room, offering digital frames for uploading photos of friends and family during their stay, which is a great service for guests to make unforgettable memories. In fact, it could apply on the anniversary and special day for the guest. All aspects of the hotel could impress the guest for a long time. Also, the more understating of the guest, the more chances to pleasure them (Salazar, 2018). There are numerous advantages to using IoT. Through the device in the hotel room, the guest can adjust the TV programs, lights, and music. It can also ask the guest for the booking for the next journey. They can book the room by a few clicks, which is exceptionally efficient. All the set up for the room can remember in order to give customized service for the guest being the hotel next time (‘Worldwide Hospitality and Tourism Themes’).

Hotel Wailea in Maui Believes Taking Dining Venues to New Heights Is Trending as Well

The Hotel Wailea in Maui motivating guests to choose their own spot on the property to enjoy the meals. The guest can go around the hotel and pick up wherever they want for lunch or dinner. The hotel can offer more selections for the guest in order to give specialized experience for them. For instance, guests can enjoy a meal at a canyon’s edge in Oman, which is suitable for the guests who love nature. Experience the new dining experience that has not done before. Furthermore, Minor Hotels’ Anantara chain began its ‘Dining by Design’ program to give diners a say in their meals. The guest can decide what they exactly need and requires, and they can design their own meal to make the stratification of the guest into a marvelous level (‘Hotel Foodservice Trends to Follow in 2019’).

Conclusion

Through Pine and Gilmore’s experience economy, people can understand how crucial within providing an unforgettable memory for the guest. The guest wants a unique experience. Nevertheless, it costs much money than other hotels. Customization is the best solution for the product become commoditization. Make products special and unique between competitors can be a successful business in the hospitality industry.

Consumer behavior trend is always changing and developing, so the hotel can become more successful through forecast the trend, and adjust the hotel regulation appropriately also really helpful for the hotel business. A critical reflection of the hotel is that the guest more concern about their experience rather than the hotel’s facilities. In this case, the hotel should spend more invest in creating customized service. As the research of those hotels’ examples, there are so many aspects that can be elevated by the hotel. More connection among the guests can provide more chance to make profits. After reading this report, people can have basic knowledge of hotel and guest experience, and the concept of how the hotel makes their decision on their hotel market. Have the knowledge of experience economy can be better prepared to face the challenges in the forthcoming future.

“All our dreams can come true, if we have the courage to pursue them”. This quote by Walt Disney is one that he lived by. He made his dreams of opening a family friendly amusement park come true. Not many people know this but the first Disney park to open was Disneyland in Anaheim California. Disneyland was such a huge success that Walt and Roy Disney decided they wanted to open an even bigger and better park. They began to search for the new area in 1959. They looked and considered a few places before they decided to look more in the Orlando area. They chose Lake Buena Vista, Florida for many reasons. One of the main reasons was that Disneyland didn’t get many guests from the east coast and they still wanted those people to be able to experience the magic too. Another reason is that they wanted it to be in a larger area. They wanted a larger area so the park could be bigger and so they can add lodging accommodations for guests to stay. After many years of figuring everything out for the new park people started to talk and rumors started to come out there is going to be another Disney park. Walt and Roy had a set day in 1965 when they were going to announce the new park but the public got to it first. On December 15th 1966 something terrible happened…Walt Disney had passed away from lung cancer. Roy wanted to keep his vision alive, so he kept working on opening the park. For obvious reasons he named the park Walt Disney World.

Disney world first opened their doors on October 1st 1971. Later that year Roy Disney passed away on December 20th 1971. Magic Kingdom was the first to open, after that came Epcot, Disney’s Hollywood Studios, and Animal Kingdom. Back when the park first opened the prices of the tickets were only $3.50 for adults, $2.50 for 18 and under and $1 for kids 12 and under. The Disney parks still make sure to show the history of Walt and his brother.

To many people Disney seems like an easy, fun, and an amazing place to work. What many people may not have known is that Disney has a much harder hiring process than most other places of work. Disney looks for many things from the people they are considering to hire. Some of the main things they look for in people is their age, height, and overall appearance. If you are older, they may have you work in some of the shops around the parks even if you didn’t want to be a retail person. Another example is height, if you want to be a Disney princess the you have to be between the heights of 5’4” and 5’8”. If you are below 5’4” there are other parts that you can be and or play and same goes for the people who are taller. Another part of what they look for in their cast members is making sure that they actually look like the part. For example, unfortunately they will not hire a woman who doesn’t have a tiny waist to be a princess. There are also many parts to the hiring experience. If you are looking to be a performer, they will have you go through many different auditions, practices, and fittings to see if you fit the role. Even if you pass everything and then you don’t fit the dress or the costume, they won’t hire you because they don’t alter their costumes.

Another part of being hired is the application process. This process is not as long as the hiring process. During the application process you can go to their website and look for whichever park you want to work at and see if they are currently hiring. After that you will receive an email or call that you will have a web-based interview. If you pass the online interview, the next step that you will take is receiving an email to set up a time and day to have your in-person interview. On their career website they give you some idea that you should think of during the interview process that may help with you getting the job. I think that this is a very helpful tool because there are so many people that get nervous during this pressure filled process. If you pass all of this, they will select you for a role or tell you what you may be doing in the parks or resorts. After that you go through training the beginning working.

One of the biggest challenges that Disney faces is people leaving. So many people love working at Disney world and they don’t want to leave. There are so many jobs at Disney but not always many available. Currently right now there are only 12 jobs open at Disney world and none of them are performers, most of them are behind the scenes people. Right now, at Disneyland there are 29 jobs open but once again none of the jobs are performers.

The training process at Disney is very important. It is important because they way that they teach their cast member shows while they are on the job. They take about a week to train their cast members. One of the ways they do training is through a program called ‘Traditions’, everyone has to do traditions it doesn’t matter how much experience you may have. Traditions is program where they teach you a lot of things about Disney from History to where things are located. It is also used so you can learn how to work with the other new people there as a team. They also have games and stuff for people to do through the session. At the end of traditions, they give you your name tag which is a very important part of working at Disney World. After traditions they do park orientations. During this they take you around all of the parks and teach you some information specific to each park. A fun part about park orientation is that you get to ride some rides while you are at each place. Another reason they do park orientation is so that you know where things are in the park, so when you’re working, if a guest ask where something is, you can answer their questions. After that everyone kind of breaks up into their own categories, like for example people who will be in the park, resort workers, and retail workers. Usually from there on out the rest of the week is spent learning how to do things in your own category that you work in.

Another way of training is something they have called Disney University. Disney University is a more proper way of training. This is for the cast members to learn more deeply about the history, how to grow as a person and also professionally, and also more about training. One of the only ways to do this program is to be enrolled in a college that will let you work at Disney and get credit for it at the same time. Disney University is also what they call the building where they do all of the training for the people who work there also known as the cast members. There is a Disney University located at almost all of the Disney Parks across the world.

Disney also teaches a lot of other small things during training. For example, females can only where one set of earrings, they can’t have multiple earrings in. They can’t have any facial piercings while there. They also teach that your name tag is a very important part of working in Disney World. They teach that you can never go without a name tag. If you lose your name tag you can pick from a bin of other name tags that have been lost and use it till your new one comes in. Another thing is that no one working at Disney can have the same name, so if you do have the same name, they will ask you to pick a new unused one. They also teach Disney lingo to the new cast members. An example of that is: ‘on stage’ means anywhere on park grounds that the guest can see; ‘utilidors’ are the underground tunnels that the cast members use to get to different areas of the park without having to push through the crowds; ‘mousekeeping’ basically means the same as housekeeping in the resorts. Another one of the biggest things they teach is that the guest happiness always comes first.

One thing that Disney is best known for is giving their guests the best experience. They teach something called the four keys to make sure everyone has the best experience possible. The four keys are safety, courtesy, show, and efficiency. Safety basically means to always make sure the guests are being safe all while having fun in the park. Courtesy means to always make sure people know it is a happy environment by having a smile on your face all the time. Show means to make sure that you are always putting on a show for people and that you don’t fall out of character. Efficiency is to make sure everything is done in a timely matter so no one is wasting their time.

There is a new article that I read that confirmed to me that Disney really has the best customer service. There was a family who was leaving Epcot and go into a horrible accident on the way home. The mother was beheaded in front of them at the scene of the crash and dad passed away later at the hospital. The nurses brought the girls back to Disney to ask for a refund. They told the cast members the whole story about why they are in wheelchairs and have bruises and cuts all over them. The cast member gave a refund but also took them for a private VIP tour for the rest of the day at the park. They made sure that all the characters and princesses waved at them every time one came by. Unfortunately, nothing was making them smile or even forgot about what happened for even a second. They tried to do everything they can to try and make the girls smile once. At the end of the day after the famous parade all the characters and princesses went straight to the back VIP room so they can meet the girls. They all came in and talked to them and hugged them to try and help them feel better. Then Mickey Mouse walked in and the girls lit up. After not smiling all day, the girls faces and attitude changed as soon as he came in. They went for a hug and talked to him and were smiling the whole time. This to me is what amazing customer service is because even after this terrible thing that happened with their parents, they still smiled so big when Mickey came out. Disney really is the most magical place for many people.

References

1. https://en.wikipedia.org/wiki/Walt_Disney_World
2. https://www.rd.com/culture/disney-employee-rules/
3. https://parksjobs.disneycareers.com/application-process
4. https://www.shrm.org/resourcesandtools/hr-topics/employee-relations/pages/disney-employee-engagement.aspx
5. https://www.businessinsider.com/walt-disney-world-cast-member-secrets-2018-2#you-learn-quickly-that-its-all-about-the-guests-1
6. https://www.themeparktourist.com/features/20140911/29258/7-steps-spiel-training-disney-style
7. https://en.wikipedia.org/wiki/Disney_University
8. https://www.thebalancecareers.com/disney-jobs-525775
9. http://thewisdomdaily.com/disney-world-uplifted-girls-parents-died/
10. http://disneyatwork.com/disneys-four-keys-to-a-great-guest-experience/
11. http://sepheritbuddy.com/index.php/2018/12/27/walt-disney-quotes-about-disneyland-famous-quotes-of-walt-disney/

When a corporation gives assistance and advice to people who purchase or use products or services from the corporate it’s called customer service. But customer service is when the customer’s complete experience from once they enter the business or maybe once they visit the website to the after-sale service. top quality customer service means keeping customers happy and providing services that they didn’t even know that they’d have preferred. Customer service involves intensifying customer has to satisfy or fulfill them.

Tesco could be a multinational grocery business. this implies that it serves 12 countries across Asia and Europe with its market leader within the Uk. There are many useful areas within Tesco for example marketing, finance, production, Human Resources, customer service, and administration. However, for this assignment, I will be able to only concentrate on the subsequent. Tesco has different customer service roles these including:

• Checkout operator- provides transactions for goods and services
• Receptionist- deals with customer complaints and problems
• Contact center workers- helps customer’s residence on time and help load the goods
• Customer assistant- helps customers shop around the store by helping them by giving them information if they require assistance to get what they need.
• Customer delivery driver- delivers goods to the customer’s residence in time and helps load the items.

The National Health Service, which is known as the NHS, is a not-for-profit organization in the Uk that offers health services. As in many other businesses this business has different roles for its customer distribution.

• Ambulance service team- enables the hospital to provide assistance to people who are far from the facilities.
• Receptionist- provides guide and advice to customers that require help
• Doctors and nurses- help people to deal with their problems and illnesses

Customer service

Different businesses approach customer service in numerous ways. A business’s customer service plays a large part in whether customers will come or not. If your customer service isn’t up to scratch, then that will show in whether people arrange to return to your business or not. for example, if they weren’t happy with their purchase but were pleased with the way it had been treated. Then they’re quite likely visiting come. it’d have just been a faulty product but if things were addressed well then, they need to come and buy from them again. Normally people tend to look at online reviews before purchasing something online. this can be actually because people tend to seem at other people’s experiences before trying the company business themselves. However, the matter is people tend to place writing bad reviews and not good ones. This doesn’t help because people who have had an honest experience wouldn’t share with people what it absolutely was like.

A few businesses manage customer service better compared to other businesses. as example, some offer their cash back or gift vouchers. In any case, some don’t actually give some thought to customer service. this could affect the business since if the customer service isn’t up to plain this may affect who returns to buy again or have anything to do and do with the business. An example is TUI they

An example is TUI they’d awful reviews from a pair of people. they’d said that the hotel package was advertised differently online than after that they had arrived there. It wasn’t nearly as good face-to-face because it had been advertised. This now implies that individuals are visiting deliberately before booking with them since this can be occurring on multiple occasions.

Five ways Tesco has strengthened its position

Skills and knowledge needed by staff

In both businesses, the staff will need a set of skills that might be needed in their various roles. However, they will all need communication skills because in order to provide their service and help assist customers on a daily basis, the employees will also need to be able to adequately communicate with the customer to resolve any problems they might be facing. A skill that is usually found in customer service is teamwork. Being able to work in a team can be essential in different situations and to be successful during customer service deliveries. Another skill that every customer service assistant will need is being able to learn and remember the product they are selling. Knowing everything about the product being provided to customers will enable the employees to help the customer get a clear understanding of the product being provided to them. This will enable the employees to help the customer fully understand the functionality and the benefits they will be getting from the product they are purchasing. A manager, on the other hand will have to have good organizational skills as they are responsible to organise their department in the business. Also, they will have to have delegation skills as they will need to distribute tasks to the different members in the organization to get the job done at a quicker pace.

Importance of teamwork and co-operation

Providing good customer service can’t be done by one person it requires teamwork. If a customer was to come into the store or institute to complain about a certain aspect of the product service, then it may be necessary to communicate with another member of the team or team leader to provide the solution to the problem this will be providing excellent customer service. Assistance between team members is critical and that can be the difference between excellent customer service and poor customer service. Collaboration between departments is essential when a receptionist in a need to direct customers or even visitors from different businesses. It’s essential between businesses when a customer returns a faulty product or has a problem with a product and this means that the business will have to contact the manufacturer to report the problem and help give an idea to fix the situation.

Importance of following organizational rules and procedures

Organizational procedures are instructions that are given to employees to protect consistent standards. They help the reliable customer service in seven ways:

It benefits the business by helping the business meet or exceeds customer service offered by competitors. For example, businesses selling the same product may compete on price. However, many aims to offer a better service. If buyers know that they will get excellent customer service every time they go to a particular business, it gives the business a competitive advantage that they can use to get more profits.

Finally, if the organizational policy is based on the company mission or vision statements these are the main purpose of the business and may define the brand for customers.

This is important for all staff to follow the correct procedures because they are there as a guide to ensure the business’ success especially when it comes to customer service. This might include dealing with a refund. Processing a refund may require a supervisor’s approval. Finally, it may also include treating customers equally which is actually a legal requirement.

Different types of customers and their needs

A customer is someone who has every right to ask the employee to provide a service as part of their job. Basically, businesses have two different types of customers at work- internal customers and external customers. The definition of internal customers is all colleagues who need assistance to accomplish their duty to their own customers. These include managers, colleagues, and in their own little teams or other departments, supervisors, and other staff. If External customers don’t like your product or service, they can take their business elsewhere.

Internal customers

External customers

• Work in the same organisation
• They can choose to go to other competitors if they are unhappy with the service or product
• They might need assistance to deal with their own external customers effectively
• They are not part of the business
• Rely on colleagues for prompt partnership
• They may contact the business with an enquiry
• They might need information on customers or orders other colleagues have dealt with in the past.
• They may complain if they are unhappy with the product or service provided
• An example of internal and external customers in the NHS

Internal customers

External customers

• Receptionist
• The public
• Doctors and nurses
• The public
• Examples of internal and external customers in Tesco
• Internal customers
• External customers
• Receptionist
• Individuals (in-store customers)
• Market research team
• Suppliers

Both external and internal customers will have specific needs and different expectations from businesses. Internal customers will need and will expect training to be available for them when they join the business as it will let them know their roles and help the business to operate smoothly. However internal customers will expect a salary for the work they do for the business. An advantage of this is that it can be used as a motivating factor for the employees to put effort when working. However, external customers will expect to be served once they get into the store of business and they will also expect to have value for money which is the balance between the quality of the profit and the price of the product.

The strategy to build a good connection with their customers by providing them with excellent customer service. Good customer service usually leads customers to purchase again from the business.

P2: Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legalization and regulations

The business JD sports make sure that they meet customer expectations by following the customer service policy they follow. It’s greeted, ask listen and greets them. For example, when a customer goes into the store a member of staff would usually go over and greet them. This will make the customer feel welcomed and appreciated. It will also make the customer feel comfortable to go over to a member of staff and ask any questions that they may have or ask for any help. If a member of staff has gotten the signal that a customer would like help and they are serving a customer they should try and listen to see what the customer is asking. For example, if a customer asks for a pair of shoes of a certain size the staff member should listen well and not forget and not get the wrong size because this can trigger a customer into feeling angry and frustrated. It’s important that JD’s staff members listen to the customers very well.

JD make sure that they meet customer service by offering other options of alternatives when they cannot provide exactly what the customer wants. An example is if the customer wanted to buy a particular shoe size and it’s out of stock. We would then go on to recommend a different shoe colour in which their shoe size is available or we will recommend a similar shoe that is in stock. Finally, if there was only one pair left on display then we can offer to order the shoe to them with a £1 next-day delivery charge so that the customer can get a fresh pair.

JD sports ensures customer satisfaction in a few different ways. One of the ways that this is shown is by asking you if you are satisfied with the customer service. Usually, they ask you when you have finished shopping and are actually purchasing your items at the counter. Another way of ensuring that the customers are satisfied is by allowing the customer to try on the products. This will let the customer be satisfied with the clothes their buying ensuring they’ll not have to return to the store to get a refund on the products.

JD sports are required to observe the 2010 equality act. This talks about how it is unethical and unlawful for people at work to single out people because of their race, religious beliefs, sexuality, age, disabilities, and gender. This could ruin JD’s reputation if this act is broken by a member of the stands while serving a customer. For example, if a staff member is serving a customer and discriminated against them because they see a woman wearing a Burqa. The woman can take further actions against JD which then could end up with JD receiving a fine. They could also be exposed to the public about the customer that was treated unfairly. This could ruin JD’s reputation and other women who wear Burqas may feel uncomfortable about going into the store again.

JD can improve their customer service by allowing customers to reserve items that they have in stock. An example is customers can check the stock online and they can reserve the shoes that they want and collect them in-store. The customer can then come and collect the items they want within 24 hours otherwise the items will be put back for someone else to purchase.

How JD keeps its customers satisfied-

1. JD keeps customers happy by making sure that the store is up to high standards Making sure that it’s clean and hygienic. This is good for customers as they are buying clean new clothes. Customers will feel comfortable knowing that the clothes are kept in a clean environment.
2. JD keep customers satisfied by offering a wide range of products for all ages and genders. They sell designer brands such as Armani and Nike for men, women, juniors and Kids they also sell sportswear.
3. JD keeps customers happy by responding to customers’ complaints as quick as possible. This is good since then they will think that you are taking their complaint seriously and you care about the issue.
4. Distance selling regulations and consumer contracts regulations
5. JD have to follow the distance selling regulations and consumer regulations and consumer regulations for the assurance of the customer. This legislation will only be used when somebody is buying an item from a long distance whether on a mobile device or computer.

D1: Evaluate the importance for a selected business of providing excellent customer service and adhering to relevant current legislation and regulations.

Retail shops like JD, have a high expectations from their customers thanks to their large presence within the retail industry. this suggests that customers also will have high expectations from their customer service. the most thing that customers expect from customer service is an exclusive one to at least one Customer service. they require in-person customer service that they wouldn’t be able to get online. this can let customers get service that they desire and is privileged to them and not hypothesized to everyone. this may make the shoppers feel as if they’re being heard. within the current society, customers expect staff working with customer service to be kind to their customers. However, customers can get frustrated if their expectations aren’t met to their standards.

JD sports provide high-quality customer service online and in-store. once you enter to at least one of its 696 stores JD provides wonderful customer service. they need staff walking to create sure you discover everything you were trying to find and to answer any questions. If you can not find what you’re trying to find during your visit then they’re going to try their certain to support you and facilitate you during your visit. JD use the acronym GOALS which individual letters symbolize greet, observe, ask, listen and serve. They greet their customers using this acronym because JD believes that customers feel welcome to the shop. the explanation that they observe others and walk around is because the staff at JD believes that each one customer are different, and a few might have more assistance than others. So, the staff members should observe to determine when it’s sort of a customer is in need of help. they’re trained to be able to read the customer’s signals that show they have help. the rationale why the staff ask is because customers can become frustrated when there isn’t much service available. JD think that it’s critical to let the customer know that staff have an interest in their shopping experience, this fashion customers are more satisfied. The logic behind this can be JD believes that it helps the customers feel valued. Then in spite of everything of this JD’s staff must serve. this may benefit the customer into feeling satisfied and possibly promote others to the business. it’s vital for JD to follow these steps future whiles providing customer service this is often because it ends up in success for the business.

However, JD can improve their customer service in many various ways. they’ll try this by letting people order products to the stores rather than the customer’s home or a post office. for instance, in some instances customers will come to the shop and what they want to do on the shoes. However, if you get them delivered to a customer’s home and they don’t fit then they need to travel through the effort of sending it back. But if they order shoes to the shop then they will try them on and if they don’t fit then the customer can just return them to the shop which might be way more convenient to the customer. this is able to make the customer feel as If the shop operates in making the shoppers feel happy and prioritized rather than the opposite way round. they will also improve their customer service by requesting for patrons to relinquish reviews. Then they’ll improve their customer service in a way that customers prefer. it’s vital that they follow customer service legislation because it will make the customer acquainted with the shop’s policies and the way it operates. this can be good because it will reduce the quantity of confusion and frustration among customers. for instance, one policy that JD has currently when serving shoes is that when the customer tried on the shoe, they’re only allowed to undertake on one shoe at a time. this is often in order that the customer doesn’t try and wear both shoes with great care that they’ll try to run away with the shoes without purchasing them. This sometimes makes the customer frustrated because one JD is abiding by one policy and therefore the other isn’t. last it’s important that each JD stores follow the identical policy so customers don’t get frustrated.

Customer service is critical for JD since it’s the key to assembling a relationship with customers and keeping customers coming got the shop. they have to stay customers happy because if they don’t then they wouldn’t come meaning that JD are losing money. this can lead into JD reaching their goals in making profits for the corporate to grow. Good customer service will make people come to the shop more often as they’re treated well and with respect, this may allow JD to achieve targets and increase profits. However, if they are treated badly then they’re less likely to come back into the shop and shop. this may then decrease store profits and therefore the reputation of the corporate.

Performance management is essential in improving customer service delivery as it reviews how staff are doing currently and therefore highlights what can be done to make the delivery better. The purpose of a performance management policy is to review how staff are performing. This generates information that can be shared, if it is good practice, or it can generate improvements to be made if something is bad practice. A performance management policy gives staff a set of rules that they must follow. Theoretically, this ensures a consistent level of customer service received by the customer.

The structure of a performance management policy is usually set into different parts. The number of parts is determined by the objectives of the team and by the wider objectives set by the organisation. Part of the structure can involve personal objectives for each staff member. This can be general ones across the team. For example minimum contact time for customers, number of appointments that have to be booked, minimum number of face to face appointments that have to be booked etc. Personal objectives can also be specific to the staff member, for example if a staff member wants development opportunities.

Performance targets have changed over the years. Previously they were managed individually, checking if each staff member has met their targets for the service offered. This was reviewed by a box marking. Moving forward the organisation will be introducing a team based performance management system. This is designed to have a more structured team based approach to our objectives and assess us based on this. The objectives and targets are developed by the leadership team, as they determine the standard of service required. Once the policy is in place, it needs to be monitored. This can be achieved in a number of ways. One of these is through 1 to 1 meetings with each staff member. This gives the line manager a private environment to have an open and honest conversation with their staff member to discuss the targets set. There is usually two formal performance meetings that take place throughout the year – a mid – year review and a full – year review. This gives the opportunity to evaluate the action points from one meeting to another. For a lot of customer service teams, there is usually more frequent, smaller, 1 to 1 meetings with their managers.

There is also the opportunity to manage performance in larger group settings. This is especially effective when there is a positive statement to deliver. This gives praise to the staff member or team involved as well as an incentive for the other staff/team to get that recognition. Larger group forums also enable performance management information to be delivered to a large crowd very quickly, for example if there is a change in the daily customer contact time with a claimant, this information can be delivered quickly to all staff in a group forum. The performance policy benefits both staff as individuals and the organisation as a whole. For an individual, they benefit by being able to have a competent level of customer service skill and get recognized for their work. For the organisation, the benefit is having a workforce that can deliver the level of customer service required and meet the standards required to execute the service effectively.

Also the organisation is able to set out the standards of behavior required through the performance policy. All of this improves customer service delivery as it improves the skill of the work force, staff feel more confident to deal with complex cases, happier staff as they are recognized when they do good work, more satisfied customers through the service they are receiving and more creative customer service approach. In the scenario that there is no performance management policy in place, it could lead to decreased quality of customer service, staff not feeling recognized and no set standards of behavior in the workplace. The performance management policy gives the organisation an identity to follow and a constant that everyone should follow.

In Marketing term ‘Mystery Shopping’ is the exercise of collecting surveys through training field employees so as to calculate customer research and service, operations, merchandising and goods or services quality. After finding out the survey they give back the collected to commission organisation. So lets clear it out, what mystery shopping means. Basically, it is like secret shopping, mystery customers, spotters or virtual customers. Mystery shopping helps to find out that what the customer feels and think when the visit a company or call on a company.

Ethnographic research can be easily termed as taking a deeper look at what makes our customers thinking. Basically, their behaviors, and decisions. Ethnographic mystery shopping can involve living in the shoes of a customer. Taking help from an online journal, diary helps the consumers in sharing their emotions, thinking, and decision factors because they visit your place of business more often. Searching on web, making phone calls, or trying products.

Strengths of Using Mystery Shopping

1. Can easily keep a check on the performance of how service is being provided;
2. Keep the customers in hand;
3. Educate customers about customer service;
4. Provides plenty of feedback;
5. Helps to demonstrate to the employees of the importance of the relationship with the customers: every consumer counts, likewise, every employee is important.

Pitfalls Of Using The Mystery Shopping

• Not ideal for many companies.The company needs to be the one that not only can take advantage from mystery shopping but on the other hand, they can also practice the mystery shopper to help him understand what they should be looking for. If I want to be a mystery shopper, I need to go through the sales at our B2B enterprise, I want myself to fully understand how to talk about the products or service.
• Further research needed. Like always, basing a company-wide effects on an individual customer experience is a bad idea, and so while doing the mystery shopping we can stimulate further, it should not be anticipated to support any changes to your company on its own.

Ethical Issues Related to Company Hiring Mystery Shopper

Mystery shoppers are certainly an unseen and kind of unheard issue, but with the modern industry and with vulnerable workers continuing to understand ‘side-hustles’ that provide supplemental earning, but the basic problem is that they face mistreatment from the well established companies such as low wage rate, uncompensated travel charges, wage-theft, less benefits.

In todays world there is a great shift towards the urban industry, which has brought out great fleets of mystery shoppers who are waiting to get to infiltrate and report at a moment’s notice. This can include applications like Gig walk and Spot-check, along with many other applications and opportunities. It is with the improvement of employees fulfilling the mystery shopper role, , that assisted to make a practice of non-existent enforcement of ethical behaviors along with accurate or fair reporting from those who work as a mystery shopper.

In this report will be discussing about products and services marketing, first of all will be different between product and services and how Fayeda Travel and Tourism use services marketing practices to reduce the marketing challenges created by the characteristics. Secondly, we will be providing an advice on enhancing customer satisfaction and loyalty in Fayeda Travel and Tourism using process, people and physical evidence and lastly will be the conclusion.

Product

It is basic for organizations to ensure that they have great service and items to showcase. Clearly at exactly that point, they will most likely make their intended interest group buy from them and in the long run gain benefits. So as to create items that offer some incentive to purchasers, it is imperative to comprehend the key shopper product features. What are the criteria to consider when structuring another item? In the accompanying, we will investigate the most significant customer product features. Understanding the most important consumer product characteristics is the key to provide superior consumer value. Consumer product features have five main points: physical look, purpose, craftsmanship, price and comparing criteria.

• Physical look had to realize what does the item resemble? Rather, it should display the subject according to its physical criteria, including shade, shape, and size, in as much detail as possible. Clearly, this rule must be adjusted relying upon the item, and may just somewhat be relevant to service.
• Purpose is needed to think about the reason for the product, and what will it do? This ought to be as explicit as conceivable in light of the fact that a potential customer should know how the product includes esteem. How does this specific product make the life of the buyer simpler, progressively fun?
• Craftsmanship. The product should be made well. It ought to become with the goal that it will last. It should accompany headings for use and guarantee data, if relevant. A shopper will require this data to decide the all-out nature of the item that’s why the Craftsmanship is needed.
• Price. The price of goods is one of the most important consumer product features. A client wants to get the most for their cash. A business needs to ensure that the cost is reasonable on the off chance that they need to get a lot of the market. When they make sense of an average value, they can work with deals, advancements and limits so as to allure clients to purchase from them.
• Comparing criteria. A business ought to have the capacity to explain to their potential clients why their item is the best. It should endeavour to discover however much as could reasonably be expected about contenders and have the capacity to state plainly why the specific item is superior to contenders’ contributions. This progression is of significant significance so as to shape the USP and convey the better an incentive than customers that’s why companies need comparing criteria.

In some cases, a business may require help with realizing how to portray and showcase the item. There are organizations that represent considerable authority in helping organizations decide their shopper product features. Having plainly characterized buyer goods features for each and every good is vital to achievement in the commercial centre. A business must know its very own goods in however much detail as could be expected from various points. In like manner, it should know however much as could be expected about contending items in the commercial centre. With great situating and advertising, the business can convey unrivalled shopper esteem and achieve more purchasers What is a service, and what recognizes services from goods? We will go into the different exceptional service features.

Service

Services are an exceptional kind of thing which involves practices focal points or achievements offered accessible to be obtained that are unimportant and don’t result in the obligation regarding.

Noteworthiness of services for the world economy without vulnerability services have grown altogether starting late and are growing quickly on the planet economy winding up progressively noteworthy. Today they make up authoritatively over 65% of the gross world thing examined more at by methods for world factbook in the made countries the service portion contributes more in monetary improvement than some other.

At any rate a service isn’t support. That is service businesses change hugely. Organizations do offer services just as governments and non-profit firms. In any case all services share certain features for all aims and reason: the highlights of services.

Features of services in the accompanying we will go into the most pertinent features of services. Qualities of services apply all around to any service. The most significant features of services are: lack of ownership, intangibility, inseparability, variability, perishability, user participation.

• Ownership lack might be a one of the most clear ones of the features of service. it alludes to the way that you can’t possess and store a service like you can a good. This trademark is firmly connected to a few different features of service, for example, intangibility perishability inseparability.
• Intangibility when thinking about the features of services intangibility may come to your mind first. Service intangibility means the service that can’t be seen tasted felt heard or smelled before they are obtained. You can’t attempt them a shot. For instance, air transport explorers have just a ticket and an assurance that they will connect at a particular time at a particular objective. nevertheless, there is nothing that can be contacted.
• Inseparability features of services include inseparability which means that services are made and exhausted meanwhile. This moreover includes service can’t be disengaged from their providers. Despite service physical goods are conveyed then secured later sold and even later consumed. Services are first sold by then made and ate up at the exceptionally same time. A decent can after creation be brought down the producer. At any rate a service is conveyed at or near the purpose of obtainment. For instance, when visiting a diner, you demand your dining experience the stopping and transport of the supper the service given by the server/goods, etc. all of these parts including the providers are a bit of the service and in this way unbreakable. In service marketing a master centre is the thing.
• Variability is also related to the important features of services. It suggests the manner in which that the idea of service can change essentially depending upon who gives them and when where and how. In perspective on the work concentrated nature of service there is a ton of differentiation in the idea of service given by various providers or even by comparative providers at different events.
• Perishability refers that serves can’t be secured for later arrangement or use. Toward the day’s end services can’t be loaded. This is a champion among the most basic properties of services since it may significantly influence money related results. Pros or dental masters habitually charge patients for missed courses of action in light of the fact that the service regard has unpreventable. The regard existed exactly at that particular point and evaporated when the patient did not come. Right when demand is enduring the perishability of services isn’t an issue. Anyway, if there ought to emerge an event of fluctuating demand service firms can have troublesome issues. In this way transport associations have fundamentally more equipment than they would if demand were notwithstanding for the span of the day: the demand in the midst of flood hours ought to be served at that specific time it can’t be served later or previously. Accordingly, service associations use distinctive strategies for making an unrivalled match among supply and demand: demand moving.
• User participation. To be sure consumers take a demand in each service generation. Not with standing when the consumers aren’t required to be at an area where the service is performed clients take an interest in each service creation. A service can’t be isolated from its workers however neither would it be able to be isolated from its consumers.

Strategies/ Practices of Service Marketing in Fayeda Travel and Tourism

Pricing

Pricing is one of the most vital strategies of service advertising. The appealing and competitive price easily draws the clients. For this reason, provider offering corporations try to be more strategic for setting costs. Normal reactions over all organizations show that expense arranged valuing methodologies are utilized additional than restriction and request orientated evaluating systems.

Advertising

Advertising changed into located fairly vital for all the companies for their promotional activities. Surprisingly it become found that the provider firms whose customers are institutional have posed their most guide in choose of marketing which turned into located comparatively low for the firms serving person customers. Probable cause of this deviation can be that the person customer server concentrates more on sales promoting than advertising.

Personal Selling

Personal selling is another significant technique for service marketing. It gets most extreme response from the clients. Higher normal scores all are close to personal selling related elements appearing around there. Generally, respondent firms seem to focus more on preparing their personnel to collaborate well with clients and cautiously picking them.

Institutional Image

Institutional Image is a critical issue that draws in new client reliably.

Productivity of Quality

Quality control has got a high preference to the service firms. Surprisingly firms serving institutions have rated maximum concentration on formal quality control system.

Customer Orientation

Client orientation is another savvy method that drives a firm giving service to high achievement guaranteeing most extreme fulfilment of clients. Be that as it may, lower scores got on thing like creating client structured administrations, uncovers less affectability to client needs.

Implications of Service Characteristics and Suggested Marketing Responses

Inseparability’s implication is that the creation procedure impacts the service result, representatives impact the service result and customers impact each other. The arrangement of this suggestion is observing and controlling the service generation process. The executives of consumer-producer in-footing exactly characterizing target showcase. Heterogeneity implication is difference in levels of service quality employees affect the service quality that can be solved by quality control procedures selecting, training, motivating and con-trolling service personnel perishability. Perishability’s implication is that the service can’t be put away, exchanged, and returned, and this will be solved by management of price policies and demand promotion (Gupta, 2014).

When it comes to customer loyalty and satisfaction use people, process and physical evidence because they play one of the most important roles in enhancing customer satisfaction and loyalty within the company, also it essentially help a competition for quality improvement, competitive pricing, flexibility, delivery and innovation.

Amid the time of meeting the client needs a firm employee will legitimately or in a roundabout way by suggestion impact the nature of the service passed on. Consistently this component relates to the prompt contact with the customer in goods /service showcasing and usage. This makes this component a helpful instrument of the showcasing blend structure in creating upper hand. The ‘general population’ component thinks about additionally the likelihood with buyer client coordinated effort. Computerization of a service gives the upside of emptying one side of the service; that of the service course of action. The customer will regardless pass judgment on the idea of the service subject to their experience, how straightforward or how quick, for example the robotization is to use. Without a doubt, even inside the customary assembling sections the hugeness of value customer service; the ‘general population’ component is seen and consolidated in with the general blend to make upper hand.

Physical evidence plays one of the most important roles in convincing the customer and at the sometime they feel satisfied while receiving the service. By physical evidence the customer can know more about the speed and quality of the service. Likewise, it relates to the physical properties of the services and the apparatus utilized for advertising the service offer. With substantial merchandise the customer can certified touch the thing, a physical item that they can interface with before a decision has been made and finally should they purchase the thing or not. With services, and their indistinctness, this is impossible. This can be particularly dubious when managing a customer who has not used the service beforehand. The customer will use other physical banners as confirmation in assessing the service they offer.

The process component identifies with how the customer gets to the goods or service ‘strategy’ bears a structure for examining the vehicle of the service. in spite of the way that created with bearer marketing in musings its significance has yet again develop to be perceived while publicizing and advertising physical product. One essential approach is purchaser adventure mapping, wherein does the target marketplace begin to have interaction with the product, and what do they do next? This workout facilitates to become aware of consumer ‘contact points’, area in the client journey where a firm enterprise can talk with the user. Process additionally deals with conveying the service as far as effectiveness, this may affect time scales that a firm can use to enhance benefits or the wide assortment of individuals served in a given time.

The advertising and marketing mix, together with the service extension, can be used to power trade, create new merchandise, help in selecting a pricing method, setting. So, merchandises are without problems handy and selling a product to all of the right clients through the right channels. Do not forget the combination (or indeed any part of an advertising plan) is an operating file and need to reply and exchange to new external conditions inside the broader surroundings.

Conclusion

Service marketing is turning into a perceived and acknowledged subset of promoting discipline. Given the development of the service part in financial aspects all through the world, and the almost universal conviction by researchers working around there that service marketing is in sure key respects not the same as goods marketing, the fast development of service promoting writing in recent years isn’t astounding. An increasing speed of scholarly premium and research movement in services marketing in the years promptly ahead is normal and is necessary because unquestionably a bigger number of inquiries than answers exist right now. Inferred by the arrangement of research implications explored above is the requirement for specialists to ponder researchable issues and to be eager to work in zones that is not ordinarily named ‘showcasing’. A need exists for service marketing research to enter another period of observational work that incorporates different controls and various services businesses.

References

1. Berry. (1980). Services Marketing Is Different,” Business. Cocoonfxmedia. (2019). Cocoonfxmedia.
2. Donelli. (1980). Challenges and Strategies in Services Marketing.
3. Donnelly, J. H. (1981). Marketing of Services.
4. Gabbott, M. (1998). Service Industries Marketing.
5. Gupta, S. (2014). slideshare.
6. Rahman, Masud Ibn and Chowdhury, Tamzid Ahmed, Problems and Strategies in Service Marketing: Bangladesh Perspective (2007).

Mystery shoppers are used worldwide by services to evaluate the performance of their front-line employees. An online survey of mystery shoppers compares the reality of the situation with the best practice identified (Dr. Jacqueline Douglas, 2015). It is seen as an efficient and effective instrument to gain in-depth knowledge of the customer’s perception of service delivery (Finn, 2001). When a firm is delivering the expectations of management and customers through standards of service then there is a necesity to measure performance against these standards so that an organization can ensure that it is delivering what it promises and maintaining its competitive position.

This is especially obvious when managing the execution of offers staff whose activity it is to place items and administrations to clients (Ramesh, 2010). Mystery shopping is a strategy that can do this as it plans to gather realities instead of judgments. These certainties can identify with nearly any part of the administration exchange covering themes, for example, number of rings before the phone was replied, time allotment in a line, number of checkouts open and the type of welcome utilized. They can incorporate progressively complex experiences, for example, an advance application or a solicitation to open a ledger where the systems received can be surveyed regarding administration quality and budgetary consistence (Wilson, 1998b). It is the nature of the gathered information that separates this procedure from different methods for assessment.

The extant literature on mystery shopping has identified a number of other advantages associated with the technique. Mystery shopping results can be used as a diagnostic tool to identify failings or weaknesses in procedures and processes, to encourage, develop and motivate staff and to assess an organisation’s competitiveness by benchmarking them against others in the same sector (Wilson, 1998b). Erstad (1998) linked mystery shopping techniques to “building a team spirit, evaluating/identifying training needs, providing feedback, and linking performance to incentives and rewards.” It can bring immediate service improvements with continuous improvement possibilities. It can also be used to measure the effectiveness of training programmes (Morrison et al., 1997) and checking whether all customers are treated equally. Thus, what Berry et al, (1988) describe as the service-quality loop of service standards, employee performance, training and rewards can all be linked by using mystery shopper evaluations in a positive way.

However, there are some disadvantages to using mystery shoppers, such as employees may view the evaluation process as threatening in that they may perceive it as the management “spying” upon them, with a view to instigating disciplinary action for any mistakes they make, rather than as a trigger to improve staff training (Erstad, 1998). It reviews processes not their outcomes (Wilson, 1998a) and this can be problematic for many services, for example, the service was excellent but the meal was inedible. However, some organisations have now started to examine outcomes, particularly where there is a tangible element involved. For example fast food chains are now evaluating the meal – the outcome of the service. If used as an ongoing or regular method of evaluation it will result in a constant need for mystery shoppers. This will inevitably utilise staff time, impact on training and also on finances particularly where an external agency is used. Furthermore, staff can become complacent about the level of service they provide after the novelty of being mystery shopped wears off (Wilson, 1998a). Memory demands placed on assessors could affect the accuracy of the information obtained (Morrison et al, 1997). As is the case with all sampling techniques it offers a snapshot of the service process, which may not be representative (Cabinet Office, 2004). It has been suggested that mystery shopping violates the principle of informed consent, as staff are not aware at any stage that they are being observed and their behaviours monitored. According to good research practice subjects should be protected through the practice of informed consent (Silverman, 2000). Subjects have the right to know they are being observed. Another potential problem is staff attempting to play “spot the mystery shopper”. However, this can be alleviated to a certain extent by making the assignment brief as credible as possible and by not using the same shoppers every time. These issues can affect the reliability of mystery shopping as a technique to measure customer service.

Observation is a proposed tracking, recording, review and evaluation of attitudes, acts, or events of people. Observational studies provide substantial insights that other methods of data collection do not. Observational approaches shed light on the actions of consumers and workers and can help address questions such as How do customers walk through supermarkets? How do they ingest goods and dispose of them? And how do workers spend their days at work? In order to explain what people are doing rather than why they are doing it; observational approaches are typically used. They work well when people, such as shoppers from different ethnic backgrounds, find it hard to put what they do into words. Most observational studies use video recording devices, or professional researchers, who observe what individuals do unobtrusively. Mystery shopping is a particular form of observational study where a qualified researcher is asked to visit a store or restaurant and consume goods or services. The qualified researcher observes the behavior of the people and take key note of it. In this case study, Dawson chamber can send a qualified researcher into phone shop and pretend to be a customer and buy phone from the shop or can call some of the sales assistant to make enquiry to find out that what the customers are saying are true. The claims made by the customers that, the sales assistants do not give them any advice from the shop when they are prepared to buy a phone and also, they do not know much about the phones can easily be solved through mystery shopping.

Uncontrolled observation is when the observation takes place in the natural world, but when observation takes place according to definite pre-arranged arrangements, requiring experimental method, the same is then called controlled observation. No effort is made to use precision methods in non-controlled observation. The main purpose of this form of observation is to obtain a spontaneous image of life and individuals. It has a tendency to provide naturalness and completeness of behaviour, giving enough time to observe It. Mmechanical (or precision) tools is used as an aid to precision and standardization in controlled observation. Such observation appears to provide formalized data from which, with some degree of certainty, generalizations can be built. The largest non-controlled pitfall of observation is that of perception, subjective. There is also the danger of assuming like we know more than we really do about the phenomenon observed.

Participant observation, by being a member of their work group, organization or culture, the researcher enters into the social realm of those to be studied and tries to engage in their activities. A key strength of using participant observation is the high degree of immersion obtained by the researcher in the research environment, especially when compared to other data collection techniques. Because the researcher becomes a member of the group within which participant observation is conducted, she or he comes to understand the symbolic world of the informants and their perceptions about their social situation. This allows the participant observer to develop a deep and nuanced understanding of the meanings of informants’ interactions, and how they respond to their social situation and changes to it.

Non-participant observation, there is a high degree of predetermined order in formal observation. You will take a more detached stance if you use this form of data collection as part of your study strategy. Quantifying actions would be your concern. As such, formal observation can only form part of your approach to data collection because its purpose is to tell you how often things occur rather than why they occur. Once again, we see that in an overall research strategy, all research methods can have a position. Choosing methods that are appropriate for the research question and goals is critical.

Sebastian Koch should not inform his sales assistant about his mystery shopping that he is preparing to conduct in his shop to find out what he can do improve his business since there are many phone shops in the country. Also, when customers are not treated well, they can switch his competitors and once they received well treatment, it would be possible for his customers not to return to his shop for shopping again. Mystery shopping is conducted to have better understanding of customers experiences in the organization. when he informs his sales assistants about the exercise that he is going to embark in the organization, his sales assistants will put up a proper behavior in dealing with their customers and he cannot get the actual customer experience that he looking for and that would affect his shop in the long run.

Also, mystery shopping in conducted to find out the well-defined company standard and reality in everyday life. Since every organization is having a standard that it expects its employees to comply. Once the sales customers are well of the mystery shopping exercise, they will comply with the well-defined standard of the organization and he cannot ascertain the reality on the ground.

Since he is not the only phone selling organization and he need to protect his business, I think it would be better for him to conduct the mystery shopping exercise to find out whether the claims of the customers are true or not. Once he ascertains the fact on the ground, he can decide to fire some of his sales assistants that are not relating well with customers or he can organize training for them to improve their performance or put up a good behavior towards the customers.

A key element of structured observation is the creation of a coding scheme. For documenting what is observed, coding schemes include predetermined categories. These schemes come in many shapes and types. Some of them are quite simple; they merely allow the researcher to notice whether or not there has been a specific case. Other structures are more complex; various types, timescales, and the like are included. Remember that it is never an easy task to create an adequate coding scheme. The type of coding scheme you are going to use depends on the data you want to gather. Again, your research questions serve as the starting point for the creation of a coding scheme in this case. You identify the important concepts in your analysis on the basis of the research questions, often refined through a pilot study, and create a coding scheme that allows you to collect information on these concepts. The benefit of the coding scheme is:

1. Having a coding scheme under mystery shopping will help the mystery shoppers to remain focus in their observation. Since they know the area that they are interested in taking data from. They will only limit themselves to that particular area only that will enable them to obtain responses to their research questions. In the case, they are interested in finding out purchasing of phone in done in the phone shop and the attitude of the sales assistants toward customers, they only have to limit themselves to the purchasing patterns of the customers and not concentrating in any other field such as payment patterns of the customers.
2. Hhaving coding scheme, will help the mystery shoppers to be very objectives in their studies. With coding scheme, the mystery shoppers require only little interpretation of their studies, since the coding scheme under recording will clearly provide much information on the reactions of the sales assistant toward the customers and the results will be given to Sebastian Koch, would he can see it for himself. The observer should be supported by specific instructions and detailed category descriptions to objectively code events, acts and conduct.

Firstly, mystery shopping helps to monitor and measure service performance and see if standards are met. Every organization have a standard way of serving its customers. Sometimes some employee acts on their own interest instead of the interest of the organization. that is, they will introduce their personal attitudes into the work that affect the standard of service performance of the organization. the use of mystery shopping serves a means of collecting information on how the staff of an organization perform their daily activities and it is compared to the required standard of performance of the organization, if there is any deviation, corrective actions are taken to address such deviations to ensure better improvement in the standard service performance of the organization.

Secondly, mystery shopping helps to get important feedbacks from customer perspectives and structured series of steps are taken to improve the feedbacks since customers are the king in the organization and the success of every organization depends on its customers. Feedbacks from customers helps n organization to put adequate measures to improve their performances. In the case study, it is seen that, customers are not getting the right advice from the sales assistant in regard to their purchases or service provided. Once mystery shopping is done to obtain feedback from customers. The organization that is Sebastian Koch can put measures to ensuring the improvement of customers feedbacks for successful growth of the business in future.

Thirdly, mystery shopping gives feedback about staff performance on the impact of the organization. the best way to measure staff performances is to get feedback from those that they are working with. The information provided by customer through the use of mystery shopping will help Sebastian Koch to know the actual performance of his staff, if they are performing below standard, he can encourage them to put better performance. Poor performances of staff can be improved through trainings, organizing seminars and conference to upgrade their knowledge and give them the required standard of service performance expected from them.

There are also some limitation of mystery shopping. Firstly, low data volume is one of the limitations of mystery shopping as compared to survey method of data collection. With survey you need to determine your sampling size before you proceed on with the data collection. Mystery shopping deals with small sample size to make generalization. Also, the cost involves for the mystery shoppers to travel from their place of office to the client office is sometimes very expensive and as a result of this, they limit their travel when they are observing the customers for much information to release to their clients. Basing on small sample size to make generalization lack vigor. Sometimes they cannot estimate the number of customers who will be visiting their clients shop to study and it affect the quality of their data collection.

Secondly, data validity is one of the limitations of mystery shopping. Surveys can be structured to provide results that are as objective as possible, but a shopper is not impartial, has interests, behaviors and shopping actions of his own. There are many seasoned shoppers who know what customer service should be and how to run a mystery store, but there are still many shoppers who do not. The mystery shopping industry is fragmented, with quality control not always adequate. This will distort outcomes, and as any mystery shopping story becomes uncertain, the validity can be challenged. Data validity is the least troublesome as mystery shopping constraints go, as most businesses have stringent quality assurance procedures in control to ensure that consumers only receive accurate data to work with.

Thirdly, singular experience is also another limitation of mystery shopping. A mystery shopper catches the whole snapshot. A moment is caught, and the encounters vary and do not necessarily reflect the daily customer visit, depending on the conditions, such as staff shortage on an extremely busy day. If in one store a mystery shopper had a bad experience, the experience is projected to the entire store and all the staff. Getting several information points that would prove so, collected from a wider sample collection, would make it worth investigating, but this becomes a risky assumption with the few data points per store.

Why is it dangerous to rely on a mystery shopper? Firstly, one of the dangers of solely relying on mystery shopping as a way of improving your performance is that, there is a falsehood of hypothesis. While mystery shoppers should be impartial, they are not real customers. The ultimate impression cannot, therefore be real. They carry to the table their own interests, behaviors, and sense of shopping, and are searching for problems. This means that mystery shoppers have a negative bias that is built-in.

Secondly, another danger of relying on mystery shopping is that, there is not really enough data to depend on it for generalization. Mystery shopping is a one-man one data point task, unlike in-store surveys and exit polls. Therefore, the level of information that comes from only one mystery shopping experience will often be very limited, rendering the information unreliable for operational enhancement.

Lastly, the authenticity of the data is also a challenge. Questioning the expertise, reporting and integrity of a mystery shopper is a standard activity for workers and managers to boost ratings. This takes time, departs from attempts to boost activities and chips away at the Mystery Shopping organization’s reputation.

The more balance program to improve organizational performance is the use of balance scorecard approach. It is a measurement tool that uses goal set by managers in four areas to measure a company’s performance. The four area are financial perspective, customer perspective, internal processes and learning or growth asset. With financial perspective, the firm must consider how it appears to shareholders, that is the shareholders must see the organization as a profit-oriented organization. The company must make enough profit to enable them to meet their day-to-day operations and well as providing great return on their investment to shareholders. With customer perspective, the organization must create something of values to their customers. They must satisfy the needs of their customers and also place the customer first in all their doing. All the needs of the customers must be satisfied by the organization. in achieving this, the customer must view the organization as a customer focus orientation and place priorities on customer’s needs. With internal processes, the organization must put in place structures and systems that monitor the internal affairs of the organization. the structures and the systems must make the organization to excel in all its doing. With the learning organization organization, the firm must make sure that the knowledge of all its staff is upgraded through organizing seminar, conference or workshops for them. The leadership of the organization must encourage its staff to further their education to improve upon their existing knowledge.

In combining all these four area together in one pool will be an effective way to improve an organization performance without engaging the services of mystery shoppers.

Customer service has become so essential to consider, whether locally or worldwide, particularly in the banking sector. With more financial services and products being provided by banks, these disparate systems must be integrated into a coordinated, effective infrastructure while offering customer support and comfort of the greatest possible level without exposing customers to issues relating to the integrated inner structures. In addition, I selected the commercial bank & Sanasa Development Bank for the research. By comparing the Commercial bank, Sanasa Development Bank should have improved customer service. The bank provides poor customer service from Sanasa Development. To improve the customer service that needs to enforce standards & policies, new technologies should also be used.

Introduction

In the last decade of the last century, the banking industry in Sri Lanka has risen rapidly. The level of competition has risen as well as it is significant. Customer service is vital to every organization throughout the modern world; it has a good impact on success. Simply describe customer service as serving and satisfying anyone’s desires and wants. The significance of exceptional customer service also benefits the corporation and its employees enormously. The most significant points of excellent customer service.

• Proactive analysis
• Knowledgeable staff
• Customized
• Tech-based solutions
• Empathizing customers
• Flexibility

These abilities lead to improved profits, consumer satisfaction, and improvement of the organization’s effectiveness and efficiency. As mentioned above, customer service is a key factor for any organization whether it is a business or a financial institution that doesn’t matter. They must enhance customer service and Expand coverage by extending ATMs and network sectors. In addition, attention is given to improving digital banking infrastructure, such as telephone and Internet banking. Every successful organization has outstanding customer service behind them.

The objective of the report

The primary aim of these studies is to provide suggestions to Sanasa Development Bank’s Kaduwela branch to improve their customer service as they also have so many customer services associated problems & technical problems. As a researcher, I’m trying to offer them my recommendation to enhance their customer service. I surveyed the other major bank Commercial Bank and compared the two banks with customer services.

Literature Review

Customer Satisfaction Churchill Jr. & Surprenant (1982) defined customer satisfaction as a consequence of the purchase and as a consequence of the purchaser’s comparison of the purchase’s benefits and expenses with the expected implications.

According to Parasuraman et al(1988), customer satisfaction is described by comparing the customer expectations of a service provider 

Collection of data

For the research, first I toured the commercial bank Kaduwela branch. Then I met the manager. I discussed this with him for almost an hour he gave me significant bank information. I concentrated on customer service for that I asked premeditated questions regarding customer service. What kind of technique to make the customer happy, Is there any facility, Is there any training method for the new staff to provide better customer service, What are the procedures and strategies they use to create their employee’s customer service skills, As bank manager he provides the customer’s priority! He informed me so proudly. Towards this end, he carries out training programs for employees to improve their skills in customer service. How to make customers happy, how to contact customers if they have problems with what kind of stuff to do, and how to contact customers. If customers do incorrect stuff, offer some guidance to create it, but primarily concentrate on the well-being, and profitability of an organization. After talking to the director of Commercial Bank Kaduwela branch I came to meet the manager of Sanasa Development Bank Kaduwela branch this bank is government bank when I talked to her about customer service at the bank, she said how to create customer service skills. But while she was talking about customer service, I might feel she doesn’t even have a customer service. Sanasa Development Bank did not even have a new personnel training program for the fresh staff. Further investigation of the studies I have designed a questionnaire to study the banking sector’s customer experience.

Findings

Commercial bank

Commercial Bank of Ceylon is the leading bank in Sri Lanka. The bank originated in 1920. Commercial bank Ceylon PLC its 5,027-employee workforce serves millions of customers to get involved with the network over time. Commercial Bank has 266 branches & 830 branches around the island. This is a single Srilankan bank that has branches overseas like Maldives, Bangladesh, and Myanmar, and also in the top 1000 banks only Srilankan bank to be ranked for the 8th consecutive year.

To gather more data, the questionnaire was provided to 10 Commercial Bank customers.

Commercial bank customer reviews

• Most people choose their favorite bank as a commercial bank because of the family tradition, quality of service, and incentives
• Most People say commercial banks have friendly customer staff.
• The customer service agents provide speedy customer service due to that most of the Customers are highly satisfied.
• The online banking service is up to date 90%customers are highly satisfied.
• There are so many branches around the country available. 90% of them are very satisfied with the service.
• Most clients get involved with the bank because of excellent customer service.
• 60% of people say that the bank has excellent space for the transaction.
• 40% of people say the bank has good space for transactions. Overall it’s good.
• 80% of people say that branch cleanliness &maintenance is Excellent.
• 20% says branch cleanliness& maintenance is good.

Commercial bank employee’s reviews

• Most of the employees say the bank has friendly staff.
• Most staff is extremely happy with CSR procedures in the bank, which are given to the employees.
• 80% of employees receive extremely satisfied management assistance.
• 90% of Employees claim that the bank offers environmentally friendly services.
• Employees say bank rewards, bonuses, and benefits are outstanding.

Sanasa development bank

Sanasa Development Bank Plc is a licensed bank registered by Sri Lanka’s central bank. This bank serves mostly people who don’t have too much money. A network of 94 branches represented by 1504 faithful and support staff.

To gather more data, a questionnaire was provided to Sanasa Development Bank customers.

Sanasa Development Bank customer reviews

• Most people chose the Sanasa Development Bank because of its closeness and Incentive Schemes.
• 90% of People say that Sanasa Development Bank has poor customer service.
• There is no speedy customer service from the customer service agency. They do not provide service on time, even for small tasks that take 2-3 days to complete. Due to that most customers are dissatisfied with the customer service.
• People say the bank does not have the latest technology. Due to that customers are not satisfied with the service.
• 90%people believe the bank has good incentive schemes.
• Many people try, to transfer to a good bank because of the lack of customer service provided by the bank.
• 60% of People say the cleanliness & maintenance in the branch is poor.
• 40% of people say that the bank has fair space for the transaction. By the way, when we get overall it’s not a good impact for the customers.

Sanasa Development Bank employee’s reviews

• Most of the employees say the bank does not have friendly staff.
• Most staff are extremely not happy with CSR procedures in the bank, which are given to the employees.
• Employees receive averagely satisfied management assistance.
• 100%Employees consider that the bank does not offer environmentally friendly services.
• Average Employees say that banking rewards, bonuses, and benefits are not very good, mostly average.
• Online banking & self-service are very poor, at times they are even guilty.

Recommendation

• Loyalty & Trust

According to the study, 85 percent of customers who select the financial institution intentionally transfer money with the institution if they offer these two services (Loyalty & trust) to customers. It impacts to stay leading financial institution in Srilanka.

• Collect real-time customer experience statistics

It’s one of the most successful ways to understand their customer service response by using questionnaires, and branch feedback. If you do that you can produce excellent customer experience, opportunities as well improvements.

• Be flexible in changing, updating, and enhancing features

Day by day the world is developing owing to the technology, strategy, method changing & coming into the globe of new trends. If your bank is updated with these services, customers can be given strong service.

• Hiring and training professionals with the appropriate skills

When the worker is recruited to the bank, attempt to offer opportunities to the finest staff who are outstanding in an educational & extracurricular activity. Also, offer regular training sessions for newly-current staff.

• Empathy

Empathy is the possibility to show and hear the emotions of other people. It’s a common notion among bankers. When working under pressure they have to keep their empathy towards the customers.

• Trying to promote Internet banking

Internet banking is now the most popular among customers. Because it gets simple and the rush inside the banking becomes minimal such as Internet banking.

• Encourage customers to provide self-service

Working world people are so busy with their work that people are looking for simple techniques when it comes to the banking sector, it is also because ATMs and cash deposit machines are growing so much.

Conclusion

Customer service is essential for any type of organization. Having better customer service excellent impact on the organization. According to the study, Sanasa Development Bank needs to enhance customer service & skills. Due to lack of bad customer service of employees. As a researcher, I discovered what the defects are and what stuff to enhance in the future to provide better service if they follow the points listed below it would gain a huge turning point of better customer service.

Bibliography

• Dijk, M. (2003). Client satisfaction. Amsterdam: KIT.
• Reagles, S. (n.d.). Client satisfaction of persons served by the vocational assessment project.
• Smith, C. (2009). Client satisfaction pays. Lakewood, Colo.: AAHA Press.

Reference

1. SDB bank. (2019). Annual Reportsවාර්ෂික වාර්තාஆண்டு அறிக்கைகள் – SDB bank. [Online] Available at: http://www.sdb.lk/annual-reports/ [Accessed 28 July. 2019].
2. Combank.net. (2019). [Online] Available at: https://www.combank.net/newweb/images/pdffiles/2019/Commercial_Bank_of_Ceylon_PLC_Annual-Report_2018.pdf [Accessed 28 July. 2019].
3. Implementation of a customer satisfaction program: a case study. (2002). Measuring Business Excellence, 6(4).