Managing Customer Service Satisfaction Over

Managing Customer Service Satisfaction

Over the decades, a variety of techniques have evolved that will help a corporation to be able to: attract customers and build loyalty (service guarantees). This is when the company is making a commitment to the consumer about the overall quality of service that is being provided. The basic idea is to offer added assurances that the customer will receive the highest quality services or products. This is designed to build trust and confidence in the organization. (Hart, 2000, pg. 4)

However, many corporations will often structure these guarantees in a way that are vague. This makes it difficult for the customer to receive the kinds of services that they require. As a result, many consumers have become weary about these kinds of guarantees that they are receiving. To address these challenges many businesses have begun to restructure their service guarantees. This is a part of an effort to help themselves standout from: competitors and show that they are dedicated to quality. To achieve these objectives a number of organizations will use a variety of strategies. The best way to understand this is to: examine three different aspects of service agreements and studying two actual guarantees. Once this occurs, it will provide specific insights about how all corporations should be structuring these agreements.

Part 1

When creating kind of guarantee for service there are three different issues that all executives must deal with to include: effective communication, creating a win -- win situation for both parties and protecting each side from possible abuse. Effective communication is when you are specially defining what services will provided by: the guarantee, how long it is in effect, the responsibilities of each party and what action will be taken to remedy the situation. Creating a win -- win situation is when both parties will receive some kind of noticeable benefit from the agreement. In this case, the seller will provide some kind of warranty on the services or products. While the customer, will agree to follow various provisions of the warranty (i.e. intentionally damaging the product and wanting a refund). To protect each party various stipulations of the agreement will define specific instances when it is valid. These different elements are important, because they are showing how these provisions are designed to safeguard both parties and provide added levels of support for a particular product / service. As a result, there are several different components that are a part of an effective service guarantee to include: they clearly state the terms / conditions, they are fair and they list the specific benefits both sides will receive. (Fabien, 2005, pg. 33) (Hart, 2000, pg. 4) (Kau, 2006, pp. 101 -- 111)

Part 2

The service guarantees that we will be examining include: PG & E. And Travelocity. In the case of PG & E, they are clearly stating what customers should expect and the conditions when this agreement will not be applicable. This significant, because the guarantee is considered to be effective by: protecting the interests of both parties and stating what kind of protections will be covered. In the event that there is some kind of situation, this will ensure that everyone receives what they want. While at the same time, it is helping to protect PG & E's interests. ("Service Guarantees," 2011)