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Course: MKTG 114
Customer Service Fundamentals
Assignment-Final Project
The purpose of this project is to examine different customer satisfaction and test their
relationship to customer retention and recommendation to these organizations
...
Bang Bang
2
...
Bat & Ball Restaurant & Sports Bar
Specimens used to gather information
...
Did the customer service representative greet on entry?
Yes
No
Satisfactory
Poor
2
...
Undivided attention ?
Excellent
Good
4
...
Was the CSR courteous
Yes
No
No
6
...
Overall Satisfaction
Excellent
Good
4 stars
3 stars
Satisfactory
2 stars
Poor
Bat & Ball Restaurant Sports Bar
Very Satisfied Satisfied Fairly Satisfied Not Satisfied
Alcohol/Wine availability
Ambiance & Music
Friendliness of service
Food Taste
Speed of service
Price of food
Cleanliness of restaurant
Menu Variety
1 stars
What did you like best about your visit? _________________________________________
__________________________________________________________________________
Will you recommend this restaurant to anyone? ___________________________________
__________________________________________________________________________
“BANG BANG”
The first business we evaluated was Bang Bang
...
The Service was very poor
...
Chika told her that she was just looking
...
The CSR wasn’t customer friendly; everyone (the CSRs) was doing
their own thing
...
Costumer friendliness was very poor
...
So Adanna responded “So only if we’re working here we can get a
discount, is that what you’re saying?” So she (CSR) then said “You could ask them by de cashier!” The
staff professionalism and courtesy was also very poor
...
After about two minutes the CSR’s started to gossip
...
The assistance was
average, because only when we asked for help we got it
...
Bang Bang was also poor in customer acknowledgement
Cherise tried to speak to the manager about the gossiping, only to find out he was in the gossip as well
...
We all left Bang Bang disappointed and discouraged to even consider shopping there in the near future
...
“ALL IN ONE”
The second business we went to was “All in One” (variety store) located on Charlotte Street
...
Her overall satisfaction was poor
...
Her overall satisfaction was poor
...
His overall satisfaction was good
...
Her overall satisfaction was poor
...
Her overall satisfaction was poor
...
She
thought that the ambiance and music was satisfying, the friendliness and service was very satisfying, the
taste of the food very satisfying, speed of service was very satisfying and the price of food, the cleanliness
of the restaurant and menu variety was fairly satisfying
...
Cherise was the second ghost shopper her, evaluation was: the availability of wine was fairly satisfying
...
She thought that the overall customer service was very
satisfying
...
She thought that the ambiance and music was satisfying, the friendliness and service was very satisfying,
the taste of the food satisfying, speed of service was satisfying and the price of food, the cleanliness of the
restaurant and menu variety was fairly satisfying
...
Alieem was the fourth ghost shopper his, evaluation was: the availability of wine was satisfying
...
He thought that the overall customer service was
very satisfying
...
She
thought that the ambiance and music was satisfying, the friendliness and service was very satisfying, the
taste of the food very satisfying, speed of service was satisfying and the price of food, the cleanliness of
the restaurant and menu variety was fairly satisfying
...
Based on the analysis and overall customer service rating was excellent for “Bat and Ball Restaurant and
Sports Bar”
Recommendations
From all of the above stores, employees (not so much the restaurant) should receive training,
both in theory and practice
...
They should also receive training and
ensuring all employees have attempted and gain the following
Positive speaking; tones and words and also adjusting to the culture of a customer service
environment
...
Then use that information to follow up with actions, solutions, and
resolutions
...
Customers want someone who understands and can respond to their needs
...
People like to feel special
...
Always have an option to escalate issues to a customer service or support agent
...
Use data to be proactive
Empower customer service agents to resolve problems on the spot, including offering
discounts or special services to retain customers who might otherwise head to a
competitor
...
Note the difference between what customers say and do
All employees should adjust and devise alternative measures when dealing with different
customers in different situations
...
This can ultimately save a customer
Organizations must be increasingly interested in retaining existing customers while targeting
non-customers
...
Customer satisfaction must be recognized as an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction that will vary from person to person and product/service
...
This in turn will correlate with satisfaction behaviors
such as return and recommend rate of client to other potential customers
...
Finally customer satisfaction will assist all of these organizations to assess their overall progress
towards achieving their goals