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Investment Proposal

In: Business and Management

Submitted By hec1231
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Building a Customer Service Strategy
Hector Castellanos
Busn-258-19281
Michial Schickedanz

1. If you were an owner or leader in this business, what could you do to help employees understand the value of excellent customer service?
The organization needs to deliver a clear message from top management to bottom as to the importance of customer service. Company’s culture that sets organizational values, how business is to be done. HR training programs developed to deal with customer service, how to deal with difficult clients and complaints. Communicate to employee’s organizational strategy through a competent customer service approach, which is to develop customer retention and customer loyalty. Train customer service staff on key points such us knowing the customer and their needs, providing a good experience and setting customer expectations. “Companies need to educate employees to understand what it means to serve someone else, so that the employees step away from an “I did what I was supposed to do” mindset, and into the “I did what the customer really needed/appreciated.” It requires a move from training employees on the mechanics of service to educating them on the meaning of service. “Kaufman, Ron. (January 2015) Why your customer service training won’t lead to happy customers. Retrieve from http://eds.a.ebscohost.com/eds/resultsadvanced?sid=2102d773-103e-49bf-a4df-2c7a971eca63%40sessionmgr4001&vid=1&hid=4111&bquery=Why+your+customer+service+training+won%e2%80%99t+lead+%22to%22+happy+customers&bdata=JkF1dGhUeXBlPXVybCxjb29raWUsaXAsdWlkJmNsaTA9RlQmY2x2MD1ZJmNsaTE9RlQxJmNsdjE9WSZ0eXBlPTEmc2l0ZT1lZHMtbGl2ZQ%3d%3d 2. Who are your external customers and what are their specific needs? (Describe at least three.)
External customers are those that are not company’s employees. I will described external customers as clients, contractors,…...

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