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Essay Available:
Pages:
4 pages/≈1100 words
Sources:
8 Sources
Level:
Harvard
Subject:
Business & Marketing
Type:
Research Paper
Language:
English (U.K.)
Document:
MS Word
Date:
Total cost:
$ 41.47
Topic:

Importance of Empowerment in Customer Service Management (Research Paper Sample)

Instructions:
Dear Writer, Hi. I hope all is well. Please include and text citation as well. The rest is in the uploaded file. Individual Assignment 2 This assignment is worth 15% of the final mark of this course. Pay special attention to the rules and deadline. Have a look at the rubric below for guidance. Write an article that carries the title ‘The importance of Empowerment in Customer Service Management'. As the title suggests, the article will discuss the importance of empowering employees in order to deal with external customers and satisfy them. 1- You must use Harvard style of referencing and avoid plagiarism by making proper citations, and using your own paraphrasing. 2- You must NOT exceed 7 A4 pages including the cover page (if you must use one) and the references page. 3- You must use Times New Roman font size 12. Use 1.5 spacing. 4- I don't mind you using websites for information and reference, but remember that the Internet today is full of clutter and I strongly urge you to rely more on papers published in reputable journals. 5- You MUST submit (upload) through Turnitin NOT by email. Only MS Word file will be accepted. 6- Please depend on yourselves to complete the assignment. 7- The strict deadline is on Thursday 14th November 2013 at 11pm. Any assignment submitted later than this date will automatically lose 7 marks. No excuses will be accommodated. First submission will be considered final. Good Luck See page below Rubric for this Assessments- Guidelines Marking Criteria Criteria fail - Acceptable Good Very Good Excellent Knowledge of the topic Demonstrates limited Knowledge of the topic Demonstrates some Knowledge of the topic Demonstrates considerable Knowledge of the topic Demonstrates thorough and insightful Knowledge of the topic Communication of information and ideas Communicates information and ideas with limited clarity Communicates information and ideas with some clarity Communicates information and ideas with considerable clarity Communicates information and ideas with a high degree of clarity and with confidence Use of references The use of limited and weak references The use of internet references and one article from journals The use of a few articles from good journals The use of a large number of articles from good journals (more than 5) as well as using other resources from the internet or even collecting data from a local company Spelling, grammar, and referencing/Citations Several errors A few errors Very few errors No errors Adhering to the rules set in the assignment Breaching some rules –could lead to failure Partly adhering to the rules Mostly adhering to the rules Completely adhering to the rules source..
Content:
Importance of Empowerment in Customer Service Management
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Introduction
The primary goal of every business enterprise is to make profits. For this goal to be realized, there are several strategies that must be put in place. Some of the most commonly employed strategies by businesses include reduction of cost of operation and maximizing on sales. The second strategy is perhaps the core of all others and which must be prioritized by all businesses (Baran, 2008). Maximizing on sales is a strategy that is customer oriented. It is a strategy that recognizes that the customer forms the core of the business. It is imperative for every business to understand the crucial position held by the customer in the business. A customer oriented approach ensures the satisfaction of customers in service delivery. This will mean that the customer will come again for a second time and will give referrals as well. Customer service management is therefore the bedrock of every business without which a business is bound to fail. The gist of this discussion is the importance of empowerment on customer service management. The discussion will focus on the need to empower employees in order to deal with external customers and satisfy them.
Background Information
In tandem with the goals of every organization, a customer is classified as the most important asset. Even with modern technology employed to offer fist class services, if a business has no customers, then all other efforts are in futility. A business organization has two main tasks in relation to their customers. The first task is to attract customers into the business (Goodman, 2009). Once the customers are aware of the products and services of the business, the second task is to retain them. Retention insoles ensuring that the customers come back frequently and also make referrals to friends, family and colleagues. Customer relationship management revolves around the two tasks of attraction and retention of customers. Customer relationship management is twofold yet multifaceted in nature (Baran, 2008). The reason for this is that the needs of every single customer are different and unique. As much as possible, customer relationship management therefore involves tailor-making services to meet the needs of individual customers.
Every financial year, a lot of money is set aside for purposes of popularizing the products and services of the company. While all the strategies are crucial in marketing, the ultimate strategy lies in the public relations of the company where customer service management falls. It is imperative for all employees of the company to have an in-depth understanding of good customer management. Employees must view customers of the business as the very reason why they have jobs (Berndt, 2008). As such, they must treat them with the utmost respect, good faith and decorum. It is the kind of services that customers receive m...
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