Improving Customer Service
Mark Ott
Malone University
Abstract The topic of improving customer service and communication is a subject of research interest. The outside corporate customer sales group is the interface with the end customer. The commercial sales group has functioned well in the past. However, with the increase in manufacturing capability and the large scale global footprint, customers have started to complain about the overall customer service and communication of the organization. This paper provides research relating to the importance of outstanding customer service, and the advantages that are gained when improving its effectiveness. This document also emphasizes the importance of communication along with leadership styles and techniques that will be required in order to implement the changes to achieve the goal of delighting the customer base. Keywords: customer service, communication, leadership styles
Improving Customer Service The outside corporate customer sales department at …show more content…
167). They went on to state that “the expression of capabilities required for effective service leadership resonated with the five components of emotional intelligence in leadership as identified by Goleman (1998). The illustrative quotations come from companies in the study” (p. 167):
• Self awareness - “the analytical understanding of how that process needs managed better”;
• Self regulation – “to take that breadth of view, more of an overview on the connectivity”;
• Motivation – “encourages managers to tap into the positive”;
• Empathy – “do all of the sort of service behaviours to us” (that is, staff), i.e. treat staff as they would customers; and
• Social skill – “managers to be human
Mark Ott
Malone University
Abstract The topic of improving customer service and communication is a subject of research interest. The outside corporate customer sales group is the interface with the end customer. The commercial sales group has functioned well in the past. However, with the increase in manufacturing capability and the large scale global footprint, customers have started to complain about the overall customer service and communication of the organization. This paper provides research relating to the importance of outstanding customer service, and the advantages that are gained when improving its effectiveness. This document also emphasizes the importance of communication along with leadership styles and techniques that will be required in order to implement the changes to achieve the goal of delighting the customer base. Keywords: customer service, communication, leadership styles
Improving Customer Service The outside corporate customer sales department at …show more content…
167). They went on to state that “the expression of capabilities required for effective service leadership resonated with the five components of emotional intelligence in leadership as identified by Goleman (1998). The illustrative quotations come from companies in the study” (p. 167):
• Self awareness - “the analytical understanding of how that process needs managed better”;
• Self regulation – “to take that breadth of view, more of an overview on the connectivity”;
• Motivation – “encourages managers to tap into the positive”;
• Empathy – “do all of the sort of service behaviours to us” (that is, staff), i.e. treat staff as they would customers; and
• Social skill – “managers to be human