Report on How Customer Service Affects Business Profits

Introduction. I have been asked to produce a short report that can be used to demonstrate to the board of directors that improving customer service is an excellent way of improving takings. My report has to include the following: . The role of a supervisor in delivering customer service, . The impact of excellent customer service on how your team works and the positive benefits to the hotel, team and customers on delivering customer service, . How delivering excellent service can support up-selling and add on-selling, . How we are to monitor service delivery. Research Customer service. What does it mean? . Customer service according to the dictionary means: â€Å"Assistance and other resources that a†¦show more content†¦Notes from Customer Experience Management, Bernd Schmitt In most companies, employees do not care about their jobs. A Gallup survey found that only 25% of employees are â€Å"actively engaged†. 75% are just muddling through. University of Michigan’s David Ulrich observes that â€Å"job depression† is on the rise. . Disengaged and depressed employees are not likely to deliver a great experience to customers. . To turn that around, you must engage the heart and soul of every employee. Mihaly Csikszentmihalyi at the University of Chicago found that employees want to experience work as â€Å"flow† – when they become so involved in what they’re doing that they lose track of time. Flow is about optimal experiences and enjoyment in life and the ultimate goal is â€Å"turning all life into a unified flow experience†. When that happens, work does not feel like work, and the separation of work and leisure becomes meaningless. Work and leisure become one. . In particular, modern neurological research shows that people don t think and draw conclusions in linear, hierarchical ways or in exclusively conscious ways. Instead, they glean cues and bits of information from all the senses, above and below awareness, to form a composite experiential impression that becomes a basis for preference, loyalty, and advocacy (Excerpt from What Makes Customers Tick? Lewis P. Carbone, in Marketing Management) Conclusion: After reading through the above mentioned research articles I haveShow MoreRelatedSports Direct : The Uk s Largest Sporting Goods Retailer Essay1173 Words   |  5 Pagesfounded in 1982. The core business of this company is to provide a wide range of sports, fitness and fashion products to the public. Recently, Sports Direct has been hit by several negative news over its poor treatment of their workers and faced the challenge for the management reshuffle in the company. This report will show the problem on sales management, profit warnings and the employment contract for a sample of Sports Direct. Besides, make some recommendations about how it can make changes to theRead MoreThe Effect Of Different Stakeholders Exert At Mercedes Benz1661 Words   |  7 PagesIntroduction In this report, I am going to evaluate the influence of different stakeholders exert at Mercedes Benz. The stakeholders I will be discussing is the owner of the business, customers who buy cars as they provide good quality of service, employees who help the business to perform well and making profits and the Government who support Mercedes Benz because they have been running successfully throughout the years so they want to invest money to further develop the business. On the other handRead MorePursuing a Career in Human Resources947 Words   |  4 Pagesvideo, the roles of a manager within the functional areas of business are marketing, operations management, finance and human resource management. In addition, other roles listed, were lawyer, strategic planner, accountant, economist and leader (UoP, 2013). Each of these roles work hand in hand together so an organization can function effectively and efficiently. Managers in these functional roles need to make decisions that will no t affect other department managers tasks without putting the companyRead MoreBusiness Goes With The Mean Data Analysis1335 Words   |  6 PagesIn this case, the business goes with the mean data analysis; the customers coming in the hotel will be within the range of 20kms. If they go with median data analysis, range will only be with in 20 and 25kms. And if the go with the mode data analysis, the range could be anything from 5 to 40kms Identify and review a range of external sources of information (such as relevant books and articles, information on the internet, benchmarking studies) in order to conduct a qualitative analysis of comparativeRead MoreThe Collaborative Work That Has Been Done For Complete The Business Scenario And Presentation1613 Words   |  7 PagesIn this report I will be explaining about the collaborative work that has been done to complete the business scenario and presentation. We have been given a group task to create a scenario of an organization from given sectors. After the group discussion we have decided to choose transportation sector. We have created a business and a presentation showing how this business will work. Our group has given the name of â€Å"TCE† to this organization which is also known as the courier express, this is aRead MoreThe Food Service Processes Within The Finest Catch Restaurants1498 Words   |  6 PagesIntroduction This report will discuss and evaluate changes made to the food service processes within The Finest Catch Restaurants and how these changes have affected the performance objectives Quality, Speed and Cost. Therefore examining how changes to staff labour can affect the perception customers have of the business, and in turn how that has affected their outlook. Altering visibility and volume of staff can change expectations of consumers both old and new (Slack, Chambers and Johnston 2010)Read MoreQualitative Analysis Of Comparative Market Data For Your Business1386 Words   |  6 Pages4. Identify and review a range of external sources of information (such as relevant books and articles, information on the internet, benchmarking studies) in order to conduct a qualitative analysis of comparative market data for your business. Write up the results of your qualitative analysis. External sources of information Results of reviewing these sources Book name 1:Astrid N. (2004) Coffee, tea, Chocolate and the Brain, published by Taylor Francis Ltd, London, UK Coffee, tea, and chocolateRead MoreCase Study : Mumias Sugar Company Essay1454 Words   |  6 PagesThe customer is the main determiner of the financial profits and the growth of the business. The more customers a business has, the more the business grows and the more it expands. Customer base affects the financial statements in terms of the income they provide to the firm. Whatever a customer thinks influences his decision to buy from the firm and this can lead to more sales, hence the profit margin of the organization increases. A business with no customers usually generate less profits sinceRead MoreCreating a Business- Original Writing Essay1295 Words   |  6 PagesCreating a Business- Original Writing For my GCSE business studies coursework I am going to create a business. The name of my business will be â€Å"paradise palace† as I am creating a beauty and tanning salon. There are two types of business organisations that I could create they are sole trader and partnership. The first type of business organisation tat I could choose is sole trader. This is a person who trades by himself/herself without the use of a company structureRead MoreBusiness Model Analysis On The Management Of The Enterprise And Operational Design1143 Words   |  5 Pageswhether marketing, financial or expansion the company must understand their business activities. Efficiency in managing business activities ensures smooth operation for maximum profit (Brinkman, 2). The business model strategy enhances the management of the enterprise and operational design to conform to profit-making goals by implementing the segmentation of business activities. The research report will employ the business model canvas to study and perform data analysis on the quickly growing taxi