Cap Stone for MBA-Tittle Customer service-

The Customer rates every encounter
You need to realize that every time you do business with a customer, that customer is rating you. we may not know exactly what standards or criteria a customer is using, but we can be sure of one thing: the customer is rating every encounter as to the level and quality of service.and their own level of satisfaction with the entire interaction.As an employee works for customer service, it is your responsibility to have an idea of the criteria that customers use when they rate you and your employer. Several years ago, the research firm, investigated the parameters customers use to rate businesses during service encounters. Their findings identified ten dimensions of customer service.Subsequent research supports their findings, and re-categorizes it into the five dimensions that customers use to act as a "RATER" of business:
(a)Reliability-refer to your ability to perform and live up to your promises.(b)Assurance-is the knowledge and courtesy of employees, and their ability to convey trust and confidence.(c)tangibility-relates to the appearance of the physical facility, the equipment, the staff and any communication materials your employer or business may be use.(d)empathy- is the caring and individualized attention provided to customers.empathy also assumes these attributes: (1)customers want you and your employees to be easily accessible. they want to be able to approach you when they need you. You need to be available to them to provide great customer service when they need it-not just when it is convenient for you. If you are not available, your competitors will be, and your customers will become their customers. access refers to you. If you are not available, your competitors will be, and your customers will become their customers. access refers to your staying open later in the evening, opening on weekends or holidays, opening earlier in the morning, and conducting business when your customers want to meet with you.(2)Communication in customer service can make or break a customer's perception of your business. I personally believe that communication is the cause of all success between people, as well as the source of all disagreements and failures.When two people communicate, things work out: when they do not, we have problems.you keep customers informed of what is going on, in a language they understand and listen to customers well and explain things and make certain the customer has a grasp of what you say.(3)Understanding the customer is vital to your success.(e)Responsiveness-refers to your willingness to help customers or the willingness of your employees to do the same.you need provide prompt service when the customer requires and resolve problems or complaints quickly and to the customer's total and complete satisfaction.
Summary: In the varies roles I performed at the Airlines company as airline's staff and performed at US Post service as window clerk. I interact daily with customers or passengers. I represent the Airlines company or US Post service in courteous, cheerful, professional manner and providing prompt, efficient and accurate service. I apply customer service skills to build up trust and harmony in addition to also follow 3p -Passion, Patient and Pleasant-( the good customer's service attitude).In most instances, provides verbal or written information in a timely manner to customers that is thorough and correct,using clear and precise communication methods to make sure customer understand, and I will follows-up to make sure if the customer satisfies this resolution. If the questions or issues are not within my control I will refer in a timely manner to appropriate staff in order to be able to assist with the situation. and meet customer expectations in most cases as determined through established customer surveys or other appropriate feedback system, as a result I got three times Certificate of appreciation from my employer. so I believe that a good customer service is composed to Passion,patient and pleasant.