Paper 2: Customer Service Analysis
Customer Service
Good customer service means consistently meeting customers’ expectations. Great customer service is quick, easy, personalized, and empathetic. Companies that deliver excellent customer service take the time needed to understand the needs of their unique customer base (https://www.zendesk.com/blog/good-customer-service-defined/Links to an external site.).
Benefits of good customer service
73 percent of business leaders report a direct link between their customer service and business performance.
64 percent of business leaders say that customer service has a positive impact on their company’s growth.
60 percent of business leaders say it improves customer retention.
47 business leaders report an increase in their ability to cross-sell because of customer service.
70 percent of customers say they have made purchase decisions based on the quality of customer service.
*The Zendesk Customer Experience Trends Report 2022
For this paper, I want you to visit 5 local Hawaii organizations/businesses (e.g., Costco, Foodland, McDonald’s, Bank of Hawaii, CUH Business Office, Gap, etc) and observe their customer service relative to you. I then want you to write a separate analysis for each organization (5 total) of the customer service provided to you by each organization you visited that 1) describes the organization and 2) answers the 9 sections (Zendeck guidelines questions (1-7) and questions (8-9) below. For each organization you visit, start with
Organization Desсrіption: I want you to name the organization and indicate the specific date, day and time (this semester) you visited/contacted the organization, were you alone or with others, etc., and the specific service(s) provided. Describe the status of the organization – crowded, clean, are there lines with just one person waiting on everyone (for example, long bank line and only one teller working while other tellers are in back standing around), etc.
and then follow with, in order, sections 1-9
1.Friendliness: The most basic customer need that’s associated with things like courtesy and politeness. For example, in your interactions with employees do they greet you, say your name, make small talk, are they rude, do they acknowledge you as a person, how are their communication skills? Do they smile, frown, are they angry, happy, etc.? Do you get a sense they enjoy working at their organization or do they appear to want to be elsewhere? Are they energetic or tired? Calm or irritated? Explain your answer.
2.Empathy: Customers need to know the organization understands and appreciates their needs and circumstances. For example, in your interactions with the employees do you get the sense that they understand and appreciate your needs? Explain your answer.
3.Fairness: Customers must feel like they’re getting adequate attention and fair and reasonable answers. For example, in your interactions with the employees do you feel that you are getting adequate attention, and that the employees’ answers to your question are fair and reasonable. Explain your answer.
4.Control: Customers want to feel like they have an influence on the outcome. For example, in your interactions with the employees, do you get the sense that they are listening to you and what you are saying has an influence on the outcome you are seeking? Explain your answer.
5.Alternatives: Customers want choice and flexibility from customer service; they want to know there is a range of options available to satisfy them. For example, in your interactions with the employees, do you get the sense that there are options and flexibility regarding meeting your needs? Explain your answer.
6.Information: Customers want to know about products and services in a pertinent and time-sensitive manner; too much information and selling can be off-putting. For example, in your interactions with the employees, do you get the sense that the information you require regarding the products and services is provided in a relevant and timely manner? Explain your answer.
7.Time: Customers’ time is valuable, and organizations need to treat it as such. Put customer context at agents’ fingertips. So, for example customers don’t have to wait on hold while the agent looks up the details. Your needs were met in a timely manner? Explain your answer.
8.Job Skills: For example, in your interactions with the employees, do you get the sense that they know what they are doing? If not, are they able to get someone who does and can help you? Are they Organized? Appropriately attired? Etc. Explain your answer.
9.Answer the following questions
What impact does their job skills, interpersonal skills and emotional display have upon you? Explain your answer.
Does your gender, age, race, emotional status, appearance have any effect upon how you were treated? Explain your answer.
What does the customer service of the organization tell you about how they feel about their customers? Explain your answer.
How would you rate their customer service on a scale of 1-10 with 1 ＝ awful, 10 ＝ excellent. Bold the rating. Explain why you rated it the way you did.
Recommendations for improvement.
Using the following format below for your analysis paper, the structure of your analysis of each organization in your paper will look like what is below. Make sure you Bold the following headers and follow the format structure below exactly. Any deviation will result in the deduction of points.
Organization Desсrіption
1.Friendliness: The most basic customer need that’s associated with things like courtesy and politeness.
2.Empathy: Customers need to know the organization understands and appreciates their needs and circumstances.
3.Fairness: Customers must feel like they’re getting adequate attention and fair and reasonable answers.
4.Control: Customers want to feel like they have an influence on the outcome.
5.Alternatives: Customers want choice and flexibility from customer service; they want to know there is a range of options available to satisfy them.
6.Information: Customers want to know about products and services in a pertinent and time-sensitive manner; too much information and selling can be off-putting.
7.Time: Customers’ time is valuable, and organizations need to treat it as such. Put customer context at agents’ fingertips.
8.Job Skills:
9.Answer the following questions
What impact does their job skills, interpersonal skills and emotional display have upon you?
Does your gender, age, race, emotional status, appearance have any effect upon how you were treated?
What does the customer service of the organization tell you about how they feel about their customers?
How would you rate their customer service on a scale of 1-10 with 1 ＝ awful, 10 ＝ excellent. Bold the rating.
Recommendations for Improvement
Paper Requirements
1. Minimal 4000 words. You can write more. Single spaced. Typed.
2. Cover Page with your name, date, course, semester, and title of paper: Customer Service Analysis.
3. Separate paragraphs for each of the 9 headers and Organizational Desсrіption Header indicated above. For question 9, each of the sub-questions questions (1,2,3,4) are in separate paragraphs. As in the example above, the Organizational Desсrіption Header, the 9 headers, and the sub-questions of # 9 are all in bold. Any deviation will result in deduction of points, so make sure you separate and bold the headers and questions for each of the areas.
4. Your analysis of each organization is on separate pages. Do not have two analyses overlapping on the same page. Upon finishing the analysis of one organization, start the analysis of the next organization on a different page.
5. There is a separate introduction and a separate conclusion each in their own separate paragraphs.
6. First line of each paragraph is indented, or you can use the block format. No one paragraph papers. Separate cover page with your name, course, semester, due date. Submit via Canvas.
Any deviation from the format, structure, instructions and requirements will result in deduction of points.
Thus, your overall paper required structure/format where you will will provide the organization desсrіption, and answer questions 1-9 for each organization will look like the following
Introduction
Organization 1 Analysis
Organization 2 Analysis
Organization 3 Analysis
Organization 4 Analysis
Organization 5 Analysis
Conclusion
