Name: LE HOANG THAO NHI

ID Student: 22200116
Lecturer: Mr. Trinh Binh Thanh Son

INTERNET RESEARCH TASK

TOPIC: HOW TO IMPROVE CUSTOMER SERVICE

"Customer is King", is a sentence that reflects the importance of

customers or clients in business. In recent years, individuals have considered
quality and customer satisfaction. This is a period of development of technology
in general and social media in specific so customer reviews have a tremendous
effect on rating service. Therefore, high customer service becomes a remarkable
point that managers pay attention to level up the reputation of companies. This
essay is going to discuss " how to improve customer service" in three aspects,
top-quality customer service, training staff to deal with demanding customers,
and requirements changing in this service industry.
Melissa Niaz, Career Advice Contributor defined that excellent customer
service is going the extra mile, providing, and increasing customer satisfaction in
a pleasant manner. Because satisfaction depends on many factors, top-quality
customer service is very difficult to assess but simply, companies try to exceed
customer's expectations and try to maintain customer retention. Even though the
expectations are different from the type of business, the core is the same. For
example, interacting in a friendly and positive way is an expression of good
customer service. In my past jobs, I built my company's reputation by being
willing to take care of my clients in a conference from the details to the end.
Then they chose my company for the next time when they had similar events.
Therefore, I could find more potential clients in the future by introducing, mouth
advertising. Some methods identify or rank customers pleasant by surveys, and
interviews; especially, in the Fourth Industrial Revolution, rating on social media
can assess and listen to clients' opinions. Moreover, standards of service are a
common definition in this industry. In order to restrict complaints, every
company sets its standards for guests. Because one guest's expectations will be
compared to another guest's when both of them paid the same money for the
benefits they received.
From the definition, managers establish training programs for their
employees to deal with demanding customers which is useful and optimal in
impartation. Philip Newman-Hall, Director and General Manager of Raymond
Blanc's restaurant Le Manoir aux Quat's Saisons in Oxfordshire, England, carried
out a special training experience. His purpose of this experiment is that get his
front-line staff to empathize with customers by putting them in client positions
and trying to understand guests' points of view. It means that staff play a
customer role, stay in the house, and eat in the restaurant. Being a customer,
personnel have more chances to find out dissatisfactions and expectations, which
are sources for a high-end service with a citation. Knowing customer's
expectations before they recognize they want it. Additionally, there was no
judgment or irritation in the service process because they were empathetic at the
beginning of their duties. According to the Experience Management website, the
authors provide some tips to enhance customer service. Providing first-class
training is an initial approach to the new staff which aims to orient to do. Setting
high standards for employees helps them be confident to do well. Employees
must have the ability to measure and analyze customer feedback because not all
of the feedback is right and appropriate. "Listen, understand, and take action"
should become a prioritized slogan as high-end service needs flexible
interventions and evaluating the results of staff is based on this citation. Being a
professional worker before doing professional tasks.
In order to adapt demanding of customers, the first requirement is
improvement every second. Nowadays, individuals spend a lot of money on
service and this is the way the world is now, the industry is now. The number of
individuals complaint all of the problems, from simple to complex, from detail to
abstract that employees must correct the mistakes every day. The more money,
the more demand. In the past, people went to brick-and-mortar stores but now,
there are many ways to give feedback and ratings, including phone, email, live
chat, social media, and interactive voice support. Complaints must be dealt with
immediately which is necessary for good customer service. In 2017, a group of
researchers from IBM Research - Almaden, San Jose, CA, USA created a new
automatic conservation system that responded to user's complaints on social
media. They revealed that more than 40% of the feedback was emotional, and the
new system is as good as employees. These results proved that human judgments
could be dealt with by new technology. From the previous report, I realize that
companies have more methods to decrease the burden for their agents by
updating new versions of technology, apps, and practicing as supported tools.
Improving customer service requires staff and managers to update the technology
and change from traditional methods to the latest methods. Not only changing
devices but the crucial solution is also from human insights, improve the attitudes,
communications, styles, and perspectives of employees because the human factor
is the most important in top-quality customer service.
To sum up, individuals pay attention to customer service as the prioritized
citation to decide using it. Understanding the definition of good customer service,
training staff on how to maintain, and preparing to change are in the process of
cementing top-quality customer service. This is a huge industry in the future if
companies want to exist in the displacement, focusing on quality- customer
service is the best way to earn more money and maintain their reputation.
 REFERENCES

Anbang X., Zhe L., Yufan G., Vibha S., Rama A. (2017). A New Chat bot for
Customer Service on Social Media. CIH Conference. P3506-3510
https://doi.org/10.1145/3025453.3025496

https://www.coursera.org/articles/customer-service

https://www.myperfectresume.com/career-center/interviews/questions/define-
excellent-customer-service

https://www.qualtrics.com/uk/experience-management/customer/service-tips-
skills/?rid=ip&prevsite=en&newsite=uk&geo=LT&geomatch=uk