Analysis of Customer Service Management - 1639 Words

The experiment uses a hair salon sample survey to gain a deeper understanding of customer service. A thorough interpretation of the data set separating close and distant relationships provides insight into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data is organized into several columns and separated by response. Respondents who are close are identified as â€Å"1†, while respondents who are distant are represented with â€Å"-1†. There are ratings from one to seven based on the following factors: â€Å"consider new†, â€Å"cut again†, â€Å"remain loyal†, â€Å"recommend†, â€Å"straightforward†, â€Å"open†, â€Å"dont want to know†, â€Å"wants feedback†, â€Å"honest†, â€Å"truthful†, â€Å"can’t tell†, â€Å"needs repair†, â€Å"fix relationship†, â€Å"guilty†,†¦show more content†¦Ã¢â‚¬Å"Expectationsâ⠂¬  are referenced five times within the case, with comments such as â€Å"†¦I did not expect this from you† or in regards to acting on expectations such as â€Å"†¦expect a better cut next time. Otherwise, I will be looking for a new stylists.† When customers financially invest in a service and their needs are not met, they often feel like their payment was wasted. One client states that â€Å"I am paying you to perform a service and I have not received the services I expected.† These references to financial disappointment usually end in a request to speak with a manager, money back, or refusal to pay. â€Å"Pay† and â€Å"money† were both mentioned six different times. Relationship plays an important role in the B2C service industry. How clients relate to employers plays a vital role in the success of the company. In this experiment, several customers express some type of concern with the emotional state of the employer as a way to justify or understand the cause of the poor service. For example, some customers ask, â€Å"Are you having a bad day?†, if everything is OK, or if there is something bothering the employer. Clients cite â€Å"friendliness† seven times in their comments, indicating a desire to treat the employer with kindness.Show MoreRelatedPerformance Management Framework: Growing a Limousine Service Company1161 Words   |  5 PagesPerformance management framework: Growing a limousine service company Introduction The particulars of an appropriate performance management framework will vary from industry to industry and corporation to corporation. The prioritization of different components of the performance management framework will depend on the particular role or function satisfied by the employee in question. For example, one common performance management framework defines the core components of the organization accordingRead MoreAbstract:. With The Development Of The Business, The Competitive1605 Words   |  7 Pagesmore fierce. Customer relationship is one of the most important for every company. which company have a good relationship it will have advantage of the competitive. 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