加拿大论文代写：客户服务质量
加拿大论文代写：客户服务质量
以下是案例研究中公认的问题以及满足客户需求的两个建议。
1.计算机的交付时间大大超过交付时间的基准标准1.5天。这是缺乏服务，可能会或可能不会被要求的客户。在行业基准交付时间之后交付产品可能会导致客户反馈不佳，当他们要求交付时间比标准交付时间快得多时。如果比标准时间延迟得多，这是一个糟糕的客户服务，而不是用高质量的服务标签进行基准测试。
2，电话线路单一，造成了很多客户的死亡电话，这是非常差的服务，可能会让客户感到尴尬，也会在客户心中产生对戴尔电脑的错误理解。
3.重复业务接近48％，低于75％的要求标准，这使得新客户获得执行可能比为重复客户服务成本高。早期的延迟交货和单一电话线的服务差距可能会鼓励顾客第二次避免购买产品。因此，差的服务是相互关联的，并加强其他的差服务。
4.电脑的价格比市场价格和竞争对手低12％，这是公司赢得更多客户的质量之一，但在整个服务组合中，这是一个额外的优势。这是一个优点，它可以用来增强其在一次向多个客户提供在线支持的质量服务规定中的其他差距，并且还提高了交付时间并使其与客户执行的标准化交付时间匹配。
加拿大论文代写：客户服务质量
Following are the issues recognised in the case study and two recommendations to meet customer needs.
- The delivery of the computers is broadly 1.5 days over and above the benchmarked standards of delivery time. This is a lack of service that may or may not be demanded by the customers. Delivering the product after the benchmark delivery time in the industry can probably back fire a poor feedback from the customers, when they demand the delivery to be much faster than the standard delivery time. If it is more delayed than the standard time, this is a poor customer service and not the way of benchmarking it with a quality service tag.
- The phone line being a single one has caused a lot of dead calls from a lot of customers, and this is very poor service which may embarrass the customers and also develop wrong perception about Dell computers in the customers mind.
- The repeat business is close to 48% and below the required standard of 75%, which makes an enforcement of new customer acquisition which may be costlier than servicing a repeat customer. The earlier service gap of delayed delivery and a single phone line may encourage the customers to avoid shopping the product for the second time. Thus, the poor service is interrelated to each other and enhances other poor services.
- The price of the computers are 12% lower than the market price and competition and this is one quality that the company may win more customers but it has to be an added advantage in the entire service mix. This is an advantage which it can use to enhance its other gaps in the quality service provisions of offering online support to multiple customers at a time, and also to improve the delivery time and match it with the standardised time of delivery as performed by the customers.
