The firm provides widgets, which serve as components for machinery used by companies across industries. Innovative Widgets is a very customer centric company. Since it is small company with a specific focus on providing components, it needs to pay attention to the requirements of its customers. Their business model relies heavily in loyal customers, which lead repeat purchases over time. To achieve this, the company has to develop a string service based model to deal with its clients.
Vision Statement: We ant to create value for our customers so as to enable them achieve their vision. Mission Statement: To be the best components provider and service provider to businesses in the industry by delivering on our promise of quality product and service. Gather information on the customers through the following ways:- 1 . Direct interviews: Given the business model if the company, direct feedback from the client would be the best way to learn about the client and how to better serve them in future.
Direct interviews would also help with developing and increasing knowledge ease of the company regarding changing requirements in the industry. 2. Survey: Surveys are an effective tool in increasing knowledge if clients and industry standards. Surveys can be used to learn and improve product and overall service quality. 3. Active Listening: It is absolutely critical to pay attention and listen to the clients during interactions at various stages. Used valid questions to better understand the client’s requirements and find solutions for as many queries as possible.
To achieve a strong clien...
t service model companies have to constantly earn and implement policies and procedures to ensure an effective client service model. Here are a few policies that can help Innovative Widgets to better their efforts in client service: 1 . Service with a smile: This concept is valid across industries. A friendly greeting goes a long way in building good relations with clients. 2. Strive to find the best solution: To build a strong service a company needs to proactively help the client find the best solution, not Just what is being offered by the company.
It helps create the “delight” factor and builds strong loyalty for the brand, which leads o repeat purchases from loyal customers. 3. Know your customer: Innovative Widgets should invest more to complement their knowledge and expertise with effective segmentation of their customers. This would help them to create tailored solutions for different types of companies. Having in-depth knowledge of the clients’ business would allow the company to deliver the best possible solution. This would then lead to strong brand loyalty. 4.
Trained staff: Although the company is small, it would benefit greatly to invest in more staff to deal exclusively with clients. This could allow to desperate the technical expertise with customer service elements. The staff hired to deal with clients should be trained appropriately so that they may not only serve the clients needs but also collect relevant feedback for those developing solutions Tort ten clients. All ten above procedures Ana polices would Nell greatly In creating a unique and memorable experience for the client. The goal to
build a strong brand image can be achieved only through dedicated customer service.
In today’s modern market a great product must be complemented with excellent customer service to make the important emotional impact. RATER Model The RATER model provides a framework to design a good Customer Service Model for any organization. There are five aspects described in the RATER model. Reliability: The most important aspect of any service design depends on whether a customer can be given the perception that they can trust in the company’s promise to deliver a quality product or services. Innovative Widgets provides high performance parts to its clients, which are undoubtedly very crucial for their operations.
It must be ensured that the products being provided are reliable and if not, are replaced promptly. This would help build trust and strengthen the client/customer relationship. Assurance: A customer of any organization must always feel assured that his investment in a company’s product or service will be worth the amount they pay. To this end it is important for the company, in this case Innovative Widgets, to ensure that the products are of high quality and proper after sales service is provided to its customers. Through this the company can build trust and thus confirm a repeat sale through its clients over time.
Tangibles: It is important to create a positive impression on potential and more importantly existing customers. All the touch points in any customer service design must communicate a company’s vision to its customers. These touch points would include the office space, the regular product quality, the staff. In the case of Innovative Widgets, it would be the knowledgeable staff. It is always comforting to any customer if the staff assigned to their case is knowledgeable. Empathy: This aspect extends from the points expressed in the section described in the tangibles factor.
A staff of knowledgeable personnel can better understand the concerns of the clients and thereby result in much more customized solutions leading to more satisfied customers. An organization should be focused on its customers needs throughout any engagement. Responsiveness: After sales service is a very critical component of any customer service design. The best way to impact a customer is to be available to them when they have a concern or complaint about the product or service. Any concerns should be addressed promptly and to the end.
This would help impact the reliability and assurance factors of this model in the minds of the customers. Consumer Decision Making process maybe depicted as illustrated in the flow chart low. It would illustrate how a consumer moves from identifying a problem or need and how we can then map the learning from the RATER model:, to better serve the clients/customers through any service design. – Problem Recognition International search Information Search Research of alternatives Evaluation of Alternatives Purchase Decision Post Purchase Evaluation Questions: AY . Three ways to engage a customer in a store would be: 1. . Greet the customers with a friendly smile. It should be the aim if the staff to make the customers visit too store as pleasant as possible 2. The
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