CUSTOMER SERVICE DELIVERY AND CUSTOMER LOYALTY - A CASE STUDY IN BARCLAYS BANK GHANA
CUSTOMER SERVICE DELIVERY
1.0 Background of the Study
Customer service delivery and customer loyalty goes hand in hand—when a service is delivered exceptionally it then follows that the customer will be satisfied and will be loyal to the services rendered. Customer service deliverance taps into business, marketing, and psychological research and practices to provide a satisfied customer. Customer service delivery also provides a framework for customer service as a process and an outcome. Customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact are the factors revolving in the carrying out of a good business and hence will gain the loyalty of customers.
One of the most important customer service skills one can develop is the ability to understand and effectively respond to R the customer’s needs and concerns. For a long time, sales has been perceived to be mostly about trying to convince the customer that he needs the product. Excellent customer service delivery starts by first taking the time to get to know the customer, his situation, his vision, his frustrations and his goals (2005). Moreover, customer service discipline must promote customer service principles, share information about customer service enhancements and recognize customer service needs in order to help improve operations and deliver excellent service to external and internal customers.
2.0 Statement of the Problem
What does the Barclay’s Bank in Ghana need to execute in order to gain loyal customers? What are the benefits of delivering effective customer service? The kind of attitude and strategy the staff in Barclay’s Bank exhibits is truly critical. It would be the make or break in gaining the customer’s loyalty. The complications that affect customer-focused approach will also be tackled.
What are the disturbances in a company that contribute in unsatisfactory delivery of service to customers? Instilling in one’s minds and hearts the winning attitude in delivering customer service is crucial. Therefore, maintaining the ability to understand and effectively respond to customer’s queries and needs will surely get a company to the top.
3.0 Research Objectives
The main purpose of this study is to analyze the several activities or events that jeopardizes effective execution of quality service delivery. This research, specifically, purports to determine how these activities affect the customer’s standpoint. This paper also aims to distinguish the role of the customers and the service providers in effective interchange of business. This research takes into account the practices of service providers that affect the giving of loyalty and trust among the customers. This study also explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and the tactics in improving and managing service delivery.
4.0 Research Methodology
This study will use the descriptive type of research. A descriptive research intends to present facts concerning the nature and status of a situation, as it exists at the time of the study and to describe present conditions, events or systems based on the impressions or reactions of the respondents of the research (1994). It is also concerned with relationships and practices that exist, beliefs and processes that are ongoing, effects that are being felt, or trends that are developing (1970).
In this study, primary and secondary research will be both incorporated. The reason for this is to be able to provide adequate discussion for the readers that will help them understand more about the issue and the different variables that involve with it. The primary data for the study will be represented by the survey results that will be acquired from the respondents. On the other hand, the literature reviews to be presented in the second chapter of the study will represent the secondary data of the study.
The research will be presented in written form with the addition of data charts which will present the project’s results. Pie charts and network charts will be needed to illustrate some of the analyzed data. This cannot be confirmed, however, until the research data have been analyzed.
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