AN INVESTIGATION INTO THE DIFFICULTIES OF PROVIDING EXCELLENT CUSTOMER Essay

AN INVESTIGATION INTO THE DIFFICULTIES OF PROVIDING EXCELLENT CUSTOMER SERVICE - Essay Example This essay will explicate customer service and its recent trends, its good and negative practices, the disadvantages of bad customer service, its difficulties and how to improve this as a profession. Customer Service: The Basic Customer service relates to marketing and sale of product to a customer from manufacturer to targeted end-user (La Londe and Zinser, 1976). In this service, there is so much need about worker’s availability, reliability, quality delivery of services, responsiveness, organizational ability, communication skill and flexibility. While valuing customer, the customer service representative (CSR) should integrate quality service to develop customer retention and to inculcate competitive advantage in the marketing arena. As such, this means that the CSR is able to contribute improve the profitability of the company. Positive Customer service It is perceived that positive customer service is characterized with sensitivity to buy and sell transactional relations , sufficient knowledge on the crossing-points in the supply chain viz-a-viz marketing orientation, organization in performing tasks and good cognizance of the factors relating to buying-and-sell situation. The customer must therefore be knowledgeable on standard product or service delivery system; immediately recognize critical service problems; develop customer communication system; and have ability to build relations with clients. Kano, Seraku, Takahasi,& Tsuji (1984) explained that positive service is obtain whenever customer satisfaction and marketing strategies are achieved through quality management. Kano et.al (1984). This refers to the ability of the customer representative to meet the six quality attributes. These factors are basic entry threshold toward customer fulfillment, excitement factor, and performance ability (Kano et.al, 1984). Other factors are the indifferent, questionable and reverse attributes. The latter are not much regarded by customers though (Kano et.al., 1984). It is essential however that the customer service representative is able to articulate to customer the basic features of the product or service sold and relate with flexibility, simplicity, adjustability and cost (Kano et.al,1984). As workers, they must be able to balance the financial, customer, business processes and learning perspectives while tending to clients. Financial factor refers to an attribute of being knowledgeable on company’s financial data, including automation of financial processing, to keep them abreast on market risks and to ascertain cost-benefit of investment (Kano et.al,1984). On customer sensitivity, performance management CSR must be able to meet reasonably the customers’ needs and satisfaction (Kano et.al,1984). On the business side, CSR should know how to contribute in strategic management because his task is ultimately linked with the overall goal of the company he or she represents (Kano et.al,1984). He is part of the support process es. Balancing views on these factors can help bolster the performance of the company. It assists in integrating quality and customer service programs for profit, reliability, influence, customer empathy and to ensure quality assurance (Kano et.al,1984).

Stem Cell Research Essay Example | Topics and Well Written Essays - 750 words - 2

Stem Cell Research - Essay Example It is nobody's case that stem cell research is a bad thing. Each one of us hopes for a day when no disease will be categorized as incurable', and the potential in this line of work to realize that dream is plain for all to see. The controversy that stem cell research has provoked - sharply dividing public opinion and placing the government and President Bush in a quandary -- has to do with an ethical concern over the use of embryos. Why must embryos be utilized Why not depend on adult stem cells instead and get on with the research without causing any harm to the subject Scientists have good reason for this. Stem cell research has at its core a kind of cell called pluripotent' -- essentially an innocent' cell which has not begun to develop into any specific tissue - such as blood or brain or heart cells. But this state of innocence lasts only three to five days, and if scientists can seize on this small window of opportunity, they can isolate and coax it to develop into any of the 220 types of human cell lines. Which in turn can be used to repair or replace specific tissue and treat any disease that involves tissue degeneration - such as Parkinson's and Alzheimer's diseases, afflictions in the central nervous system, Type 1 diabetes, liver malfunctions etc. Adult stem cells do have some relevance in this research, but they are not so pliant and therefore they cannot be programmed to differentiate into more than a few of the necessary 220 cell lines. Scientifically, an airtight argument in support of the use of embryos - which, alas, does nothing to address the moral and ethical concerns. What right do we have to play God, snuff out a life and willfully deny it of its potential to grow into a healthy human being Life, according to Christian belief, begins at conception, and no matter whether that life is sparked off in a womb or in a Petri dish, its destruction amounts to murder. So, are we willing to commit murder in the name of science And if we are, then where does it end By pushing the limits of morality, we are only helping to create a society where life is so cheap that one person can use another without compunction or accountability. As the late Pope John Paul II pointed out to President Bush (2001), "In defending the right to life . America can show the world the path to a truly humane future in which man remains the master, not the product, of his technology." Scientists counter this charge by pulling cold facts out of the trash can. Stem cells, they reiterate, can be extracted from the surplus frozen embryos left over at fertility clinics. Typically, these embryos - numbering in hundreds of thousands -- are discarded as medical waste after an infertile couple's desire for a child has been fulfilled. So where's the sense in arguing on behalf of an embryo which is destined to perish anyway It must come as a relief to stem cell researchers that more and more people are shaking off their knee-jerk response to the emotionally-loaded issue and finally buying into this view: the results of a Harris Poll (2004) showed that 73 per cent of the people interviewed approved of the research, compared to 61 per cent in 2001. Celebrities too - a major voice in these media-driven times - have mostly come out in support of stem cell research, and the involvement of actors such as the late Christopher Reeve, Michael J. Fox,