Thesis-Customer Service - 9955 Words

CHAPTER 1 THE PROBLEM AND ITS SETTING INTRODUCTION Most anyone will agree that customer service is one of the most important parts of your company s overall strategy to conducting business. Without customers you really don t have a business. Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation is often far worse than their current perceptions. Customer feedback is an excellent way to track and measure your level of service. You should not only benchmark your company against your competition, but also against the goals you set for yourself. Once again, you must remember you are trying to not only meet, but exceed your†¦show more content†¦If you consistently make this part of how you conduct business, your customer s loyalty will continue to grow. The surest way to continued success and future growth is to not only meet your customers’ expectations, but to exceed them at every possible turn. All of us have be en on the receiving end of customer service experiences that left us angry and frustrated as well as experiences that left a far more positive impression. One important lesson to learn from these is that customer service is essentially an emotional process – it s how the customer feels about the interaction that matters in the long run. SWOT ANALYSIS: The SWOT Analysis is used to identify the strengths, weaknesses, opportunities and threats of the service. This will help maintain the strengths, improve weaknesses, expand opportunities and compete with the threats the business will be encountering. The technique is based on the assumption that an effective strategy derives from a sound â€Å"fit† between a firm’s internal resources (strengths and weaknesses) and its external situation (opportunities and threats). Strengths-Mang Inasal has a large target market giving the company an edge over its competitors for its store accommodates a large group of people makin g it more enticing to visit and patronize. It became the largest barbeque fast food chain by being accessible by putting many outlets all throughout the Philippines with high visibility it willShow MoreRelatedKfc Service Quality925 Words   |  4 PagesLITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of â€Å"service quality† and â€Å"customer satisfaction† and the Customer satisfaction survey in website: talktokfc.com. 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