Most anyone will agree that customer service is one of the most important parts of your company’s overall strategy to conducting business. Without customers you really don’t have a business. Every company either has or thinks it has good customer service. However, if certain steps are not taken to ensure this, the reality of their situation Is often far worse than their current perceptions. Customer feedback Is an excellent way to track and measure your level of service.
You should not only benchmark your company against your competition, but also against the goals you et for yourself. Once again, you must remember you are trying to not only meet, but exceed your customer’s expectations. Good customer service is the foundation of any business. It provides a platform for continued growth and helps to build your businesses reputation. You can offer promotions and slash prices to bring In as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.
Good customer service is also about sending them away happy – happy enough to pass positive feedback about your equines along to others, who may then try the product or service you offer for them, in their turn becoming repeat customers. Customer service is important to an organization because It Is often the only contact a customer has with a company. Customers are vital to an organization. Some customers spend hundreds and even thousands of dollars per year with a company. Consequently, when they have a question or product issue, they expect a company’s customer service department to resolve their issues.
In any successful business or organization, the commitment to customer service always begins at the top, the company’s leaders just buy into the fact that they not only need to meet their customer’s expectations, they must strive to exceed them. They must develop a company culture that understands, embraces and executes this concept. In today’s world, business competition is tougher than ever. If you can provide goods or services when somebody wants or needs them, there are often four or five other companies immediately ready to fill this void. You only get one chance to make a good first impression.
If the company’s leaders do not accept this fact, or are not willing to roved the necessary resources to meet their customer’s needs, they will soon find themselves scrambling for business. In Balkan, Philippines, particularly at Mans Nasal, the work performance of the sales manager are of great concern about the significance of having good customer service. On December 30, 2003, Mans Nasal was born out of the vision of Mr.. Edgar Sis II. From humble beginnings at the Robinsons Mall Carpal Lillo, Mr.. Edgar Sis II has certainly come a long way now that they have almost 300 branches and franchises.
This number will no doubt increase In the following years. In addition, Jollied Foods Corporation had recently acquired barbeques fast food chain, serving chicken, pork barbeques and other Filipino favorites. Currently, there are 445 branches nationwide and with over 10,000 employees system wide. Mans ‘nasal is doing its share in alleviating the unemployment burden of the country. The presence of every Mans Nasal in a certain area provides not only employment but also opportunities to community members including suppliers of slamming, charcoal, banana leaves, vegetables, bamboo sticks, and other ingredients.
It also indirectly gives income – generating activities to many. Their Vision is to be the preferred quick service restaurant of every piano everywhere. As to their Mission, to consistently provide our customers a great piano dining experience. In today’s world of bigger, faster, better you need to be the company that gets it right the first time, and if you don’t, you must quickly rectify your mistakes. If you consistently make this part of how you conduct business, your customer’s loyalty will continue to grow.
The surest way to continued success and future growth is to not only meet your customers’ expectations, but to exceed them at every possible turn. All of us have been on the receiving end of customer service experiences that left us angry and frustrated as well as experiences that left a far more positive impression. One important lesson to learn from these is that customer service is essentially an emotional process – it’s how the customer feels about the interaction that matters in the long run. SOOT ANALYSIS: The SOOT Analysis is used to identify the strengths, weaknesses, opportunities and threats of the service.
This will help maintain the strengths, improve weaknesses, expand opportunities and compete with the threats the business will be encountering. The technique is based on the assumption that an effective strategy derives from a sound “fit” between a firm’s internal resources (strengths and weaknesses) and its external situation (opportunities and threats). Strengths-Mans ‘nasal has a large target market giving the company an edge over its competitors for its store accommodates a large group of people making it more enticing to visit and patronize.
It became the largest barbeques fast food chain by being accessible by putting many outlets all throughout the Philippines with high visibility it will always e an option for consumers to dine-in and enjoy the service that Mans Nasal has to offer. Weaknesses- Mans ‘nasal is known to serve unhealthy food, Since Mans ‘nasal does not label the food or mealtimes serve, it gives the consumers a sense of doubt in purchasing their products;and even if the consumers do purchase, the consistency and frequency of which is never certain. Opportunities- Mans ‘nasal helps in growing the Philippines economy per capital.
Mans ‘nasal can leverage on the cultural diversities of the country to expand and serve Filipino and foreign consumers as well. Wherever Filipinos migrate surely there would be Filipinos offering Filipino cuisines that Mangles can consider as their potential markets in a nationwide setting. Threats-consumer looks for a healthier lifestyle. And non compliance to sanitary standard of Mans ‘nasal. THEORETICAL FRAMEWORK A theoretical framework is conceptual model of how one theorizes or makes logical important to the problem under study.
These factors which may also be called as variables may have been identified through such processes as interviews with informants, observations, and literature survey. The theoretical framework that was used in the study is the Customer Service Theory. The theory of customer service and satisfaction is about retaining customers. Loyalty remains the key element. It is by nature an intensely practical theory. Without a firm grasp on the basic principles of customer service, a firm cannot survive. Few want to do business with a firm that cares little about customers, their comfort and concerns.
Customer service is that which creates customer satisfaction, and in turn, creates customer loyalty. Here are five main features of customer service that leads to satisfaction. The firm must be reliable in its services, such as deliveries. It must be highly responsive to customer needs and, therefore, must strive to become flexible. The customer must be assured that the firm is consistent in meeting needs and keeping its side of the bargain. Firm staff must be empathetic with clients and customers, creating real relationships and friendships to keep clients.
Lastly, the “tangible” aspects of the firm must be in order. This includes the basic appearance and atmosphere of the physical plant. It needs to stress brightness, welcoming and warmth. It should be a comfortable place to do business. Customer service leads to customer loyalty. This is done through what customer relations expert Maxine Gamin calls the “equation of fantastic service. ” The first step is to greet the customer, making him feel welcome and at home. Then the client’s specific needs must be determined. Third, those needs must be met efficiently.
The purpose here is to create a friendly and personal relationship that provides positive associations between the customer and the establishment. Those met needs need to be checked and rechecked to make sure nothing was left out. Finally, fantastic service “leaves the or open,” making sure the client has an incentive to return. The benefit to the customer is a pleasant and efficient experience, and the firm has Just recruited a loyal customer. Having good relationship to the customers will surely bring them back to your business. In every fast food chain, smiling and greeting the customer give them good mood to eat and enjoy their meal.
Emotions and mood of the crew or employee will greatly affect the customer; in this case, the employees must know how to leave their personal problem at home. CONCEPTUAL FRAMEWORK Conceptual Framework of the Study It’s a well known fact that no business can exist without customers. In the business of Website design, it’s important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it’s critical that you form a close working relationship with your client, customer service is of vital importance.
As an employee or a sales manager, it is important for us to have a personal interaction with our customers. It’s also important to meet your customers face to face at least once or even twice during the course of a project. Like in Mans ‘nasal, they offer their customers good quality and delicious of Piano foods to satisfy their customers and to get nice feedback. It is also important that they serve our customers right and gently to make them feel welcome or at home. With that we can ensure our customers’ 100 % satisfaction. RESEARCH PARADIGM Schematic Figure of Mans ‘nasal.
The paradigm shows the independent and dependent variables. STATEMENT OF THE PROBLEM The study aims to determine the importance of customer service to the work performance of selected sales manager in Mans ‘nasal Banana, Laguna. Specifically, his study seeks to answer the following questions: 1 . What is the profile of the respondent’s sales manager in terms of: 2. Gender 3. Civil status 4. Educational Attainment 5. Length of Service 1. Age 2. What are the importance of customer service to the work performance of sales managers in terms of: 1 . Service Failure Scenario 2.
Service Recovery Scenario 3. Service Satisfaction Measurement 4. Attainment of Mission and Vision 3. What are the work performances of the sales manager in terms of: Motivation 2. Career Enhancement 4. Is there any significant relationship to the work performance of sales manager to he customers? SCOPE AND DELIMITATION The timeshare of the study is AY 2012-2013. The research is conducted in Mans ‘nasal Pavilion Mall Banana and Mans ‘nasal Olivarez in Banana, Laguna. This study will focus on the importance of customer service to the work performance of the selected sales managers of Mans Nasal.
SIGNIFICANCE OF THE STUDY The result of this research may be beneficial to the following: COMMERCE STUDENTS It will provide insights of the possible factors that can be experienced in the business area thus enabling them to anticipate and prepare themselves in the true. It will serve as a reference material for the purpose of teaching enhancements that can be employed for the faculty of the College of Business and Accountancy for the betterment of business related education. EMPLOYEES It will make them realize the importance of good customer service thus enhancing their work performance.
COMPANY/ EMPLOYERS It will serve as a reference material for the employers of an organization especially to their sales managers to give emphasis on the importance of good customer service for them to improve their work performance. FUTURE RESEARCHERS It will be a useful tool for the future researchers for them to be motivated and it would guide them with the new researches that they would be making in the future. DEFINITION OF TERMS For a better understanding of the research report, the following terms are hereby defined: CUSTOMER SERVICE- is the provision of service to customers before, during and after a purchase.
FEEDBACK- is a process in which information about the past or the present influences the same phenomenon in the present or future. As part of a chain of cause-and-effect that forms a circuit or loop, the event is said to “feed back” into itself. MISSION- it defines the fundamental purpose of an organization. PERCEPTION- is the organization, identification and interpretation of sensory information in order to represent and understand the environment. SALES MANAGER- is the person responsible for leading and guiding a team of salespeople.
VISION- it defines the desired or intended future state of an organization or enterprise in terms of its fundamental objective and/ or strategic direction. Vision is a long term view, sometimes describing a view on how the organization would like the world in which it operates to be. CHAPTER 2 REVIEW OF RELATED LITERATURE AND STUDIES This chapter is a compilation of the various literatures and studies relevant to the present topic and its related aspects, in both conceptual and related literature coming from both foreign and local ones.
FOREIGN LITERATURE According to Partaking (2012), A business cannot exist unless it has customers to buy the products it wants to sell. Customer service is the term used to describe what Customer service is key during the process of buying or hiring a building, from a single office building to a complete school or medical centre. The importance of good customer service can be seen at all stages, beginning with the initial customer’s inquiry, followed by a quotation and the drawing up of contracts.
It continues with the delivery of the product and the after-sales service. Partaking has unique Customer Charters for its sales and hire customers. These set out, in detail, the high levels of service that customers can expect. These include: ; completion of every project on time and to the agreed contract sum ; a service response within 24 hours from the customer services team ; picking up the phone within four ‘rings’ – and by a person, not an automated system ; a response or visit within 24 hours of a request to be included in the customer care programmer.
According to Peter Smith (2012), it’s a well known fact that good customer service will always bring about success. Keep your customers happy and they will keep you happy in return with their constant investments and renewed loyalty. Chasing after customers and winning them over is only half the victory, getting them to stay is definitely the tougher part. But it should not be this way, customer should be made to feel valued and it is for sure then that they will pledge their loyalty to the business. According to Steven A. Brown (2010), director of global support for Financial
Technology International (FIT) of New York City, “If customer support isn’t handled properly, repeat and referral business dry up, which can mean death to any business. ” According to F. John Ere (2009), the reason customer satisfaction is so important is because of its impact on your bottom line. As Debra Goldman points out “it leads to repeat business and customers enjoying good quality and service enough to return time and time again… Their loyalty will result in additional spending, increased market-share through word-of-mouth promotion, improved reputation, and increased profits.
Since satisfied customers are more likely to pay their invoices on time, cash flow can be affected as well. ” LOCAL LITERATURE According to Linda Morton (2008), customization improves customer relationships and builds loyal customers because it demonstrates that you consider each customer special. And that’s the best way to improve your customer relationship management. Following up with your customers enables you to reinforce their purchase decisions and to start building good customer relationships.
It enables you to demonstrate an interest in your customers while acquiring information that will help you to serve and racket to them better. Keeping in touch with your customers improves customer relations while also improving your sales. Your customers will appreciate knowing that you are thinking about them “after the sale. ” They will be more likely to purchase again because of your customized offers and communications. RELATED STUDIES Osborne and Plasters maintain that the “primary customer is the individual or group” the organization’s work is “primarily designed to help”-?often the public at customers.
Public agencies also may have secondary customers-?groups that benefit room the work, but less directly than primary customers. For schools, these may be employers who will eventually hire graduates and the community at large. In addition, there are many stakeholders who have an interest in the public organization’s performance but are not customers. These may include suppliers of textbooks and school supplies, teachers and their professional organizations, other school employees, private tutors, businesses that construct and repair schools, and many others.
To improve customer satisfaction, public sector organizations must first clearly identify their primary customers. They also may need to consider the role and impact of secondary customers and stakeholders, since these groups have considerable influence within the public domain. To obtain their cooperation, these groups may need to be convinced that they too will benefit, which may require special incentives or sanctions. The literature and studies cited were of relevance and possesses similarity as well as differences to the present study.
The related literature presented is all about the importance of customer service, customer satisfaction and customer relationship management that enables sales managers to excel in their respective work performance. This related literature is relevant to the present study of the importance of customer service to the work performance of selected sales manager in Mans ‘nasal Banana, Laguna.The methodology chapter of a report or thesis is an important component that essentially maps out the methods are utilized when researching and writing this lengthy chapter.
Therefore, the methodology chapter must include a general definition or some type of overview of the approach that will be use in conducting the search, the need to provide a thorough description of how to collect the necessary data, as well as the analytical procedure that will used to draw conclusions based on components of a research design namely: the methods of research opted; the respondents of the study and its method of sampling and selection; the different sources of data or instruments used; the method of construction, validation and scoring; the method of statistical analysis or statistical methods in data interpretation.
The researchers utilized the descriptive survey method of research to generate data needed for the study. The rationale for the use of the study is that this is status trend study and deals with the characteristics of the respondents, sales manager and customers of Mans ‘nasal on adequacy of knowledge on the importance of customer service to the work performance of sales manager of Mans ‘nasal. This study utilized the descriptive method of research. As widely accepted, the descriptive method of research is a fact-finding study that involves adequate and accurate interpretation of findings.
Descriptive research describes a certain present condition. Relatively, the method is appropriate to this study since it aims to describe the importance of customer service to the work performance of sales manager of Mans ‘nasal Alan Valued states that descriptive research is concerned with the description of data and characteristics about a population. The goal is the acquisition of factual, accurate and systematic data that can be used in averages, frequencies and similar statistical calculations.
Descriptive studies seldom involve experimentation, as they are more concerned with naturally occurring phenomena than with the observation of controlled situations. The respondents of the study came from a population of twenty (20) sales managers in Mans ‘nasal, Banana, Laguna. In this portion of the research report, the profile of the respondents of the study was discussed, drawn from such variables are age, gender, civil status, educational attainment, length of service and other personal variables that may be generated.
