classmate 1

Discussion 5

I believe customers are essential to keep businesses open. Customers are the driving force of organizations. I remember the old saying that business adopted, “the customer is always right.” This statement alone is one that would promote customer service to organizations. It is imperative for businesses to take into consideration customers’ input regarding their experience with the business and or employees. Customer service can be defined as the customer approval of their experience and satisfaction (Gegeckaite, 2011).  It is important for organizations to develop a strategic plan to envision how they will address issues as they arise and to envision how to improve customer satisfaction while maintaining job productivity from employees. Having a plan ahead of time can resort to being prepared, rather than being set back. As I previously mentioned, customers are essential. Customers are the reason as to how some businesses are still operating today. Without the customer where would businesses be today, is a question to ponder on.

One strategy to consider when working to improve external customer service is conducting an evaluation of the organization (Gegeckaite, 2011). Evaluating the organization can inform leaders of where the business stands overall. Additionally, businesses need to develop a strategic plan for their organization to improve external customer service. Strategic planning can be defined as a “set of concepts, procedures, and tools designed to help executives, managers, and others to think, act, and learn  strategically on behalf of their organizations and their organization’s stakeholders (Bryson, 2011).” Once the strategic plan is developed, as a leader, it will be important to communicate the strategic plan to employees. This step is significant as the employees need to ensure that they are on the same page, and all have the same information to present to customers. Additionally, it is imperative as leaders to remain abreast of their competition with other organizations. It is important for organizations to be mindful of what they bring to the table as well as what their competitors offer. Running specials to save customers money is a factor to consider. Customers love a sale or a deal. Customers love to feel as though they are getting a lot for their money. As can be seen, there are a variety of strategies that can be utilized to improve external customer service, however, it will be based upon the leader, as well as the mission and vision of the organization. If an organization is not customer-driven, then it may or may not take into consideration their customer feelings or experience.

Bryson, J. M. (2011). Strategic Planning For Public and Nonprofit Organizations: A Guide to Strengthening and Sustaining Organizational Achievement. San Francisco: Jossey-Bass

Gegeckaitė L. (2011). Factors of customer satisfaction on services. Global Academic Society Journal: Social Science Insight, Vol. 4, No. 12, pp. 4-13. ISSN 2029-0365. [www.ScholarArticles.net (Links to an external site.)]