The topic of this essay will be on “Service, both poor and outstanding, has a strong emotional impact upon us as customers, creating intense feelings about the organisation, its staff and its services, and influencing our loyalty to it. ” (Wirtz & Johnston, 2003, p. 10) In relevance to the above quote, a RATER audit has been conducted on the customer service of the Commonwealth bank of Australia. The Commonwealth bank is the largest bank in Australia and has a leading customer base, so new or expert naive customers have a high expectation.
Opening a new account can be a good example on how the commonwealth customer service works. Upon entrance to a commonwealth branch a service assistant is there to direct customers to where they need to wait before being assisted with the service they require. At times a branch can be busy and may cause frustration, especially for new customers who are unsure of how the system works, but a service assistant will give them individual attention as soon as possible. A sense of reliability is given to customers at this stage.
A sense of assurance is also given to customers when an employee has some knowledge in other fields other than their own. This shows that it is a serious business with trained employees to satisfy customer needs. Trust from a customer is a key factor when it comes to assurance. With individual help, the service staff provide one on one feedback and information with customers so they’re feeling safe with where their money is kept. Commonwealth bank provides a high level of tangible service. They provide online information and help making it more convenient for customers.
The Essay on Tesco Customer Service Customers Products Provide
Tesco - Customer service Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage. Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or ...
Site maintained and up to date which shows that the business cares about reaching out to its customers and providing quality service, internet/ phone banking to make transactions more efficient and easy as opposed to going into a branch each time, adequate promotions that suit current trends and needs of existing and non existing customers. Other tangibles such as amenities and furniture around the office, give the customer a comfortable surrounding making them feel welcome and relaxed while waiting.
Empathy, another key factor is when employees create a relationship with customers, for example: a regular customer enters a branch and for the employee to know what they need or what they’re in for creates a sense of empathy and builds a bond between the business and customer. Giving a customer individual help, when language is an issue can be another source of empathy towards the customer, i. e. asking someone of the same background to assist or contacting a translator to conduct business. In a customers perspective this kind of service will increase their chances of being more loyal to the business.
Prompt responsiveness from the branch such as emails, texts or letters whichever the customer prefers, shows that the business has a strong promotion and informative connection with its customers. The handling of complaints and feedback are essential as it helps the business improve in its week areas and improve its customer service, not only will it resolve the issue between the customer but also help improve the business output. With the 24/7 helpline, commonwealth provides a continuous information and help based line for all existing and not existing customers. .
