美国马凯特大学论文代写：客户服务

美国马凯特大学论文代写：客户服务

服务：根据美国营销协会的服务是对公司及其员工提供的客户提供的活动，利益和满意度，以换取商品销售以及售后服务。
提供给客户的服务是面向任务的活动，因为它们包括服务提供商与客户的亲自互动。这些服务也可以通过技术工具提供，例如制造产品。支持服务由公司员工在货物交付之后提供（Weun，2004）。顾客服务的功能对于组织的未来企业至关重要，因此必须由服务提供者有效地设计，执行和传达给顾客，以实现两个目标，即顾客满意度和所执行操作的效率。
角色扮演是根据个人的行为期望（Gosserand，2005）有意识地或无意识地对组织和社会的预期期望行为或表演特定角色的艺术。
这里讨论的话题就是在服务营销理论的角度来分析“场景中各角色的角色扮演”。
一线行政人员的角色：
这里的接待员以友好和礼貌的态度处理了这个情况，并且非常了解这个组织。她现场处理询问，并试图不向高级官员转介。她以礼貌和有效的方式，以个人和电话的方式处理了重复预订的情况。总之，她在顾客面前表现了自己和公司的正面形象（Sureshchandar，2002）。接待员的角色是至关重要的，一个具有适当技能的工作人员必须在这个位置。

美国马凯特大学论文代写：客户服务

Services: According to the American Marketing Association services are the activities, benefits and satisfactions for the customers provided by the company and its employees in return of a sale of goods and also as after sale services.
The services provided to customers are the task-oriented activities as they include in-person interaction of service providers with the customers. The services can also be provided through technological tools as in case of manufacturing products. Support services are provided by employees of the company at and after the delivery of goods (Weun, 2004). The function of customer service is of crucial importance for the future ventures of the organization therefore must be designed, performed and communicated effectively by service providers to the customers for the achievement of tow objectives i.e. customer satisfaction and efficiency of operations performed.
Role play is an art of acting or performing a particular role consciously or unconsciously against the perceived expectations of the organization and society in terms of behavioural expectations from the individuals (Gosserand, 2005).
Here the topic of discussion is the “analysis of the role-play by the various characters in the scenario given” in terms of the theories of service marketing.
The role of the front-line executive:
The receptionist here handled the situation in a friendly and courteous manner and was well aware of the organization. She handled enquires on spot and tries not to refer them to senior officials. She handled the case of double booking in a personal and telephonic way in a polite and efficient manner. In short she presented a positive image of herself and her company in-front of the customers (Sureshchandar, 2002). The role of receptionist is crucial and a staff member with appropriate skills must be placed at that position.