Tag: Customer Service

If it doesn’t benefit the customer – We don’t do it

Just think about how goods and services today are provided for our every need. In the 70s and 80s, who would have forecast that banks and building societies would become financial supermarkets?...

Client servicing in a customer-focused organisation

Equitable Life Assurance Society Image 1This case study focuses on how one of this country’s major service organisations, The Equitable Life Assurance Society, has harnessed modern technology in order to focus better...

Using customer service to position a business

Below is a list of Business Case Studies case studies organised alphabetically by company. To view more companies, please choose a letter from the list below. However, customer service is only a small...

Dealing with customers

Customer service is the overall activity of identifying and satisfying customer needs. The term is used in three different ways: 1.As a contrast to 'products'. Products are tangible things. Services are intangible things like...

Customer satisfaction

Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires. Gaining high...

Managing and rewarding customer loyalty

Introduction This case study focuses on the way in which Britannia Building Society has continued to place its customers at the centre of all its activities in order to produce the benefits that...

Developing a customer focused sales strategy

Changing customers expectations The 1980s were marked by a growth in consumer spending and a housing boom. Easy access to credit made it possible for people to realise their dreams and encouraged them...

Building an airline through brand values

Introduction Anybody who has bought a car will tell you that there are tangible points of difference which affect their decision to make a purchase. For example, there are many different models of...

Using call centres to deliver customer solutions

Introduction Customer satisfaction depends upon a product’s performance in relation to a buyer’s expectations. If the product’s performance falls short of expectations, the customer will be dissatisfied. However, if the performance matches or...

Making life easier

Introduction For businesses to survive and prosper, they must listen to and fulfil the needs of their customers. Businesses are harnessing the advantages of developments in information and communications technology, in order to...

An integrated approach to customer service

Introduction When customers buy a product or service they are increasingly aware that they are also buying an element of service that goes with it. This service element can be decisive when people...

The importance of excellent customer service

Introduction With a proven track record in supplying the highest quality accommodation, Portakabin hires and sells permanent and relocatable buildings. Clients include hospitals and schools, government ministries, universities and major business players such...

The importance of customer service at enterprise Rent-A-Car

Introduction Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than 850,000 vehicles. However, Enterprise Rent-A-Car has quite a different...

The importance of customer service

Introduction Customer serviceis the whole activity of identifying customer needs in all their complexity, satisfying them fully, and keeping them satisfied. Customers are people who buy products and services from other people (usually...

The importance of customer service at Enterprise Rent-A-Car

Introduction Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than 850,000 vehicles. However, Enterprise Rent-A-Car has quite a different...
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