Page 265 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes

Task Think about your own organisation’s service culture or, if you’re not actively
working as a customer service professional, the culture of an organisation with which you
are familiar.
1. What do you believe the service philosophy of this organisation to be? Why?
2. Are there things that make the organisation unique? If so, what are they?

3. What factors (positive or negative) about employee performance in this organisation
stand out in your mind?
4. Are there factors about the culture that detract from effectiveness? If so, what are
they?
5. If you were managing this organisation, what service culture aspects would you
change? Why?

Self Assessment
State True or False:
7. As the frontline contact person with customers, you are likely to receive a variety of
questions related to the organisation.
8. Providing follow-up is probably one of the most unimportant service components.
9. Service does not end when the service encounter or sale concludes.
10. There are numerous follow up opportunities to ensure that customer satisfaction was
attained.
11. Customers are not in the enviable position of being in control.

Case Study Case: You and Your New Job in Customer Service

n the following case study, you are a new employee and are excited and happy to begin
Iyour position in customer service with United Booksellers. Read about the company
and your role in customer service, and then answer the questions at the end of the case
study.
Background
United Booksellers is the fifth-largest retailer of publications on the West Coast in the
United States. It started 15 years ago as a family-owned bookstore in Seattle, Washington,
and has grown to over 125 stores in seven states. The organisation currently employs 3,000
employees, each of whom receives extensive customer service training before being
allowed to interact with customers.

Recent issues of Booksellers Journal and Publishers Select magazine have heralded the quality
service and friendly atmosphere of the organisation. United Booksellers has been praised
for the appearance of the facilities, helpfulness and efficiency of employees, wide selection
of publications, and intimate coffee shops where patrons can relax and read their purchases
over a hot cup of fresh cappuccino.

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