Thursday, September 20, 2007
CIS102, Thursday, 9/20/07 Business Case Study
Discuss an observation concerning quality customer service as viewed on video. Any companies discussed within the video stand out in your mind for providing excellent service? (Ritz Carlton...what makes them special, for example) Any comments are welcomed.
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9 comments:
Southwest hires many of their people from within the company. I think that is huge in keeping your turn-over rate low. I don't want to work for a company that doesn't have internal growth potential, and is not concerned with the advancement of its people
Keeping an employee happy isnt just paying them a good wage. People want to feel needed. A feeling of accomplishment is important also.
I agree with my classmate Stewart when he said, that keeping an employee happy isn't just paying them a good wage.
The employee wants to feel like they are needed and be appreciated for the work that they do.
Southwest stood out to me in their display of customer service particulary because I am an employee. A lot of it may look like marketing fluff, but the Southwest culture does indeed occur everyday. As a matter of fact, I'd say that during intitial training, 80% of the time was spent on customer service or as we in the company like to call it, "drinking the kool-aid".
I think Southwest stands out a little bit more by allowing their employees to grow within the company. Personal growth is the difference in a job and a career. If i was offered a job with no garantee of moving up in the industry i would immediatly turn the job down.
It was refreshing to see that the American Flatbread Co. encouraged and implemented the use of employee ideas. Just the fact that a company allowed that kind of latitude makes it an enviroment worth working. It offers the employee a tangible and emotional stake in the success of the company.
i agree with southwest's approach to customer service, and also how they prefer to "promote from within" before they will publish these positions to the public. i think people will be much more inclined to accept a position with a company if they know the company will be looking at employees for promotions instead of hiring outsiders.
BMW, I like their approach. They sell quality products to a select few. So they are more focused on the customer than the product, it would seem. I also like churches chicken, they had quite a few promotions back in the day, love that chicken
The business jet manufacturer exemplified customer service. They went over the specifications for the jet several times before asking the customer if they had it right, also they talked about customer relationships that last decades. It probably helps that their products are worth millions of dollars.
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