Professional Documents
Culture Documents
Difference Between Customer Care and Customer Service Management Essay
Difference Between Customer Care and Customer Service Management Essay
Difference Between Customer Care and Customer Service Management Essay
Essay
ukessays.com /essays/management/difference-between-customer-care-and-customer-service-management-essay.php
CUSTOMER CARE
Customer care is going the extra mile for the customers to exceed their expectations and wants. It is a little extra effort made by service
provider while delivering service to customer.
Customer care demonstrates leaving customer with a lifetime memory or experience. It helps in exceeding customers expectations
resulting in repeat business. Customer Care is a trait which creates a difference in service and represents the uniqueness of an
organisation. It also acts as a word of mouth; marketing tool for company hence works towards getting more business, harnessing the brand
image and promoting goodwill amongst the masses.
CUSTOMER SERVICE
Customer service is addressing and satisfying customers basic needs and expectations. It is offering customer a consistent service.
While delivering service to a customer it is duty of a service provider to provide all tangible services expected by customer. Customers
always expect a service which is value for their money.
Reference: http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm
CUSTOMER PATTERNS
Customer patterns help in estimating the characteristics of targeted population in order to finalise style, scope and diversity of the
organisation.
This in turn helps in making future plans and policies of the organisation.
Customer patterns are classified on following bases: Length of stay
Identification of customers
Financial capability of targeted customers
Geographic
Area of customer density
Rural area/cities/metropolitan city
Socio Economic
Lifestyle
Economic capability
Professional Status
Market trends
Reference: http://reader.eblib.com
Socio economic:
Lifestyles
Lifestyle represents the classification of the customers according to their choice, taste and values.
Economic capability
Economic capability is the spending power of the targeted customer market.
Professional status
Professional status reflects the type or standard of service expected by the targeted professional customers. For an example, Business
customers always prefer fast and professional service while leisure customers prefer causal form of service.
Market Trends
A Market trend signifies the changing likes and dislikes of customers.
Reference: http://www.hud.ac.uk/uni/customer/
2007
NA
NA
9.9
10.9
Providing Nutrition Information
(Percent of nine largest markets that provide nutrition information in-restaurant
(I.e. tray liners, nutrition brochures)
2004
2005
2006
2007
100
100
100
100
Percent of nine largest markets that provide nutrition information out-of restaurant
(I.e. websites)
2004
2005
2006
2007
100
100
100
100
Environmental responsibility
Restaurant-Level Electrical Energy Use
(Kilowatt hours used per transaction count (kWh/TC), resulting from electrical
Energy use in the restaurant)
2004
2005
2006
2007
NA4
NA4
1.15
1.15
Greenhouse Gas Emissions3
(C02 emissions (in tons) resulting from electrical energy use in the restaurant)
2004
2005
2006
2007
NA4
NA4 1
1,707,921
1,882,961
Environmental Impacts of Consumer Packaging
Amount of packaging used, by weight in lbs., per transaction count
2004
2005
2006
2007
NA
0.1396
0.1387
0.1357
Percent of packaging material that is made from recycled paper
2004
2005
2006
2007
NA
31.56
33.17
29.87
employment experience
Training, development & opportunity
(Percent of crew members satisfied that they receive the training needed to do a good job)
2004
2005
2006
2007
79.49
80.69
82
84
Percent of managers who feel the person they report to supports their
professional development.
2004
2005
2006
2007
80.310
81.610
8211
8311
Percent of company-operated restaurant managers who started as crew members
2004
2005
2006
2007
NA
63.6
64.9
53
Percent of worldwide top management team who started in the restaurant
2004
2005
2006
2007
NA
42
42
42
Management Opportunities for Women
(Percent of company-operated restaurant managers who are women)
2004
2005
2006
2007
NA
44
46.2
49
Percent of worldwide leadership (VP and above) team who are women
2004
2005
2006
2007
NA
NA
26.4
26.7
community
Philanthropic Activities (Worldwide)
(Total money raised by the McDonalds system, including employees,
owner/operators, and suppliers, and with the help of customers, for RMHC and other charities in millions)
2004
2005
2006
2007
NA
$60.9
40.5
NA
Total corporate cash & in-kind contributions in millions
2004
2005
2006
2007
$9.2
$13.3
$13.6
$10.6
Local Economic Impacts
(Total capital expenditures worldwide (investments in new and existing restaurant in billions)
2004
2005
2006
2007
$1.4
$1.6
$1.7
$1.9
Social Taxes: Total social taxes paid by McDonalds in millions
2004
2005
2006
2007
$345.3
$382.3
$4936
$6216
Reference:
http://www.crmcdonalds.com/publish/etc/medialib/mcdonalds_media_library/report/downloads/McD_KPIs.Par.0001.File.tmp/McD_KPIs_11.08.pdf
BENCHMARKING
Benchmarking is the standard set by the organisation as a role model or example for achievement of its desired target and objective, also
stated as Best Practice.
Benchmarking is understanding thoroughly or in depth existing detail process.
Analysing the business process of the competitors in the market.
Comparing own business process with the others analysed.
Implication of the necessary action plans to fill the performance gap
COMMUNICATION MATHODS
Communication is a very important assessment tool between the employees as well as with customers. Communication can be classified in
two different types
Formal communication
Informal communication
Formal communication formal communication means the legal form of any communication such as legal agreements or orders from the
authority that is from the conveyor to receiver who has to follow that formal orders. For example, memo, court orders etc.
Informal communication Informal communication is a more causal form of communication. It is the verbal form of any communication
between two parties where no written agreements are made. For example, Word of mouth, causal addressing etc.
Contact officers
E mail
Fast and latest form of communication
May result in record lost
It is very popular among masses
Contact officers
Conveys better customer service through personal service
Time consuming
Partly effective
STAFF EMPOWERMENT
Staff empowerment is giving authorities or responsibilities to the employees, which encourage them to take initiative to act upon their
knowledge and expertise. It creates better environment for the employee to work in.