Keeping the customer satisfied

Article Abstract:

Customer satisfaction is the key to edging out the competitor in the contemporary market economy. However, communication barriers between the sales and service departments and other support functions of a company often give rise to unpleasant situations which could result in customer loss. Thus, a wider view of how service should be delivered is imperative. Service quality comes in five parts, reliability, assurance, tangibles, empathy and responsiveness. Although a research in 1988 showed that customers regarded reliability as the most significant aspect, companies believed that the customers valued responsiveness more than the other service quality components.

Service Industries, Methods, Quality management, Customer satisfaction

---

Putting your money where your mouth is

Article Abstract:

Service guarantees, when carefully designed, should benefit the organization offering them. However, poorly designed guarantees may encourage cheating from customers and may work to the disadvantage of the company if they serve but a few of its customers and mars the company's image during its operation. However, good service guarantees can win back disgruntled customers and eventually earn for the company its customers' loyalty. A well thought-out guarantee should offer a high standard for and a significant payout to customers. It should also be appropriate and simple to make it easy for customers to make a claim.

Analysis, Public relations, Suretyship and guaranty, Guarantees, Sureties

---

Similar abstracts:

• Abstracts: How the industry operates. Operating environment ahead
• Abstracts: Statement of recommended practice. Accounting for smaller charities. Where have all the donors gone?
• Abstracts: Putting the squeeze on Sid. Fight for your rights. SIB to spread safety net
• Abstracts: Pitching consumers through the business press. Mining a motherlode of information. BUYING INFLUENCERS TURN TO MAINSTREAM PUBLICATIONS: `PC MAGAZINE' RETAINS LEAD OVER `PC WORLD' IN CIMS RANKING
• Abstracts: Robbing borrowers to keep savers. Not so safe as well as sorry. Savings rates start to slide

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.