ANSWERING ESSAY QUESTIONS
Before you begin your Written Assignment, please review the following instructions:
- Use a standard essay response to all questions (i.e. four to five paragraphs with three to five sentences per paragraph, including an introduction, middle paragraphs, and conclusion).
- All responses must be typed double-spaced, using a standard font and 12 point type size for ease of reading and grading.
- Review the material in the textbook related to the question. You may also want to use other sources to help you answer the question, but the primary source for answering the question should be your textbook. The faculty wants to be sure you understand the concepts covered in the textbook.
Writing Assignment for Unit Three
Undergraduate courses: 500 words per question.
- Begin each writing assignment by identifying the question number you are answering followed by the actual question itself (in bold type).
- Use a standard essay format for responses to all questions (i.e., an introduction, middle
paragraphs and conclusion). Use APA format for citations.
Please answer the following: Use the PDF files attached as 1 of the sources the reference is below:
- Discuss how companies are responding to service failures by satisfying customer complaints.
Use the PDF files attached as 1 of the sources the reference is below:
References
Kotler, P., & Keller, K. L. (2016). A framework for marketing management (6th ed., pp. 159-170). Boston: Pearson.
Responding to Service Failures by Satisfying Customer Complaint
Service failure occur in the service company due to different causes. Companies should respond to these failures by addressing customer satisfaction. Best practices show that service recovery is a critical component in addressing service failure. Companies can use approaches of customer service and assure customers the commitment to addressing all issues that cause service failure.
Responding to Service Failure
Companies use a service recovery process to increase customer satisfaction. The company should identify the cause of the service failure to effectively address it. In the service sector, companies should engage the service providers and chat the way forward in addressing all causes of the service failure (Kotler & Keller 2016). Managers should strive to integrate s efforts of service recovery using the service logic. Such a strategy driven approach allows the company to make decisions from seamless data collection and sharing. Therefore, this will ensure that there are recovery metrics and rewards that help in promote customer satisfaction.
Every encounter that a customer has with a service provider is a pathway to addressing customer satisfaction. Organizations should come up with mechanism to engage the customers at a personal, handle their complaints and assure them of future quality (Li, Ma & Zhou 2017). The strategy is to enhance customer perception by providing quality services and allowing the customers to realize that the feedbacks they gave was acted on. Therefore, serving customers efficiently and effectively is a phenomenon that every organization must face.
Companies can categorize service systems based on the level of customer contact, customer satisfaction, degree of customer involvement and the market environment. Understanding mechanism of customer engagement is a critical element in responding to service failure. Customers differ with respect to their knowledge of processes or services (Kotler & Keller 2016). Therefore, a customer’s motivation for wanting a new service and the willingness to be integrated into the development process indicate the primary effort for the company to address customer dissatisfaction. Customer satisfaction is metric that service suppliers as a measure of quality. The level of involvement in creating a service is also important in establishing the type of design required.
Service quality focuses on reliability, responsiveness, access, communication, credibility, courtesy, tangibles, understanding the customer and security. A company that understand service quality model tends to address all complaints of the customers in the service failure. For this reason, managers should inculcate and direct the motivation that their customers already have in order to gain competitive advantage (Li, Ma & Zhou 2017). The management also needs to offer reliable service across all channels. It should consistently gather comprehensive feedback from clients across the entire client experience. Since communication choices tend to change, the company should adjust accordingly services so as to interact with their clients when and how they want.
Service consistency across all channels is important for a company or business to realize greater customer satisfaction (Kotler & Keller 2016). The business’s management should further create a vision for excellent customer service. They should establish a client-focused vision through the use of the above information. Such a vision statement must be simple and should identify what the company wants to be. It should also consistently reflect on their goals and vision and the service delivery to their clients. Particularly, it has to be creative in the conception and delivery of new services and always be ready to adjust the current practices to incorporate improvements.
Conclusion
The minimum basis of customer care is meeting customers’ expectations. Understanding of criteria for service helps the company to formulate strategies for addressing all customer companies A service is supply of a certain intangible benefits. Services are delivered from the service provider. Therefore, companies should offer their services with the determination of achieving customer satisfaction. Services are intangible, perishable, inseparable, simultaneous and variable.
References
Kotler, P., & Keller, K. L. (2016). A framework for marketing management (6th ed., pp. 159-170). Boston: Pearson.
Li, X., Ma, B., & Zhou, C. (2017). Effects of customer loyalty on customer entitlement and voiced complaints. The Service Industries Journal, 37(13-14), 858-874..
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