Chapter 8: Improving Customer Service and Satisfaction
Chapter 8: Improving Customer Service and Satisfaction
Reference:
Kotler, P., & Lee, N. (2007). Improving Customer Service and Satisfaction. In P. Kotler, & N. Lee, Marketing in the Public Sector: A Roadmap for Improved Performance (pp. 133-162). Upper Saddle River, NJ: Wharton School Publishing.
Theme: Knowledge of marketing tools and techniques would assist in addressing the needs and demands of customers with the goal of improving customer service and satisfaction.
Summary:
Other Reading:
The article entitled “Managing the Customer Experience” emphasized that with proper training, personnel who are directly in charge of interacting with customers would work on improving customer service to improve overall organizational performance.
Achieve Global. (2012). Managing the Customer Experience. Retrieved from
achieveglobal.com: http://www.achieveglobal.com/what-we-do/problems-we-solve/managing-the-customer-experience.aspx
Application:
The relevance of understanding the needs and demands of customers were proven to be crucial in the goal of improving customer service and satisfaction. As learned, personnel could be trained to improve customer service to enhance skills in addressing customers’ complaints and concerns. The end goal of every organization is to satisfy the customers so that organizational performance and success is ensured.
References
Achieve Global. (2012). Managing the Customer Experience. Retrieved from achieveglobal.com: http://www.achieveglobal.com/what-we-do/problems-we-solve/managing-the-customer-experience.aspx
Kotler, P., & Lee, N. (2007). Improving Customer Service and Satisfaction. In P. Kotler, & N. Lee, Marketing in the Public Sector: A Roadmap for Improved Performance (pp. 133-162). Upper Saddle River, NJ: Wharton School Publishing.
