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Customer Service Report
Customer service is a critical aspect in any organization that seeks to gain competitive advantage and serve majority of the customers. When customers are satisfied with the service that is offered by a business, they become loyal and often do not worry about the prices of the products or services. However, there are certain principles which organizations should be conversant with. Among these principles include speed, accuracy, transparency, accessibility, empowerment, friendliness, and efficiency. First, speed is a critical principle which determines customer satisfaction (Pascal). Customers will be dissatisfied with a slow response from the organization. The speed of response is determined by the skill of the employee, contact channel, and the employee empowerment. Secondly, besides being fast when responding to the customers, the answers should be accurate. The principle of transparency means that the organization should disclose to the customer what is happening if for instance when dealing with a complaint. Additionally, the accessibility principle means that if a customer experiences a problem, how long would it take for him or her to get in touch. The empowerment principle aims at giving the customer control when they are being served for example an option of self-service. The principle of friendliness depicts and brings the human side to the customer service. Finally, customer service should be efficient as possible which means using appropriate technology to offer instant service (Pascal).
The customer service offered by an organization will vary depending on the needs of the customers. Some of the basic needs of the customers include information, control, fairness, friendliness, understanding and empathy as well as options and alternatives (Rosa). Employees and the business can understand these needs through interacting with the customers and getting to listen to their complaints in addition to providing the necessary feedback to the customers. Apart from this, businesses can invest in research and development which can help in understanding specific customer needs. This would assist in adjusting the products or services to meet the specific needs of the customers making them more satisfied.
While these are the needs, there are certain expectations that customers have towards an organization. One of these expectations is more personalization. This means that the customers want personalised experiences. The second expectation of the customers is more options to interact with the organization. Another critical expectation from customers is constant contact especially follow-up to fill in the customer experience. Other expectations include listening closely, responding quickly, and giving the front-liners more control (McGovern).
In terms of what my customers needs were in regards to the advertisement, they wanted something that they were able to relate. This means the newsletter contained messages which they easily identified. They also wanted something which was appealing to their eyes. Moreover, they expected a service which was different from what they had experienced previously. In terms of the expectations, the major one was that they expected the organization to offer a service that reflected their needs. Moreover, the customers expected use of good formal communication when conversing with customers about the service of SIMWEN. SIMWEN is an organization which offers cleaning services to the local community. The organization is growing and has 20 employees who are directly and indirectly employed. Customers should expect unique services on how to clean their business environment using the most up-to-date technologies.
Based on the researched data, the feedback from the customers correlates with the organisations expectations in delivering a service and the key areas for improvement. In the first question of the research, customer were asked whether they were satisfied with the advertisement. As shown below, only 5 were not satisfied.

In the second question, the customers were asked whether they were happy with the newsletter in general and 21 of the respondents were satisfied as shown in the figure below.

The third question sought to find out if the advertisement had attracted more customers and in a similar manner, 21 of the respondents agreed to this statement as shown below.

The fourth question asked the customers if they were happy with the service provided and majority of them stated they found the service to be excellent. The results are as shown below.

In the fifth question,, customers were asked about the traits demonstrated among them integrity, politeness, knowledge, friendly, and organised. The results are shown below.

The final question sought to find out whether the customers would recommend the organizations business service to other local businesses.
Based on the findings from the research done, a number of recommendations for improving customer service that was delivered to customers for the Newsletter assignment. First, it is recommended that the organization should invest in research and development activities to ensure that the needs and expectations of the customers are understood. Research and development will ensure that any costs and budgets needed to make changes will be known in advance. Secondly, it is recommended that within 6 months, employees should be trained on providing efficient customer service. Offering recent training to the employees will ensure that customer needs and expectations are taken care of to their satisfaction. Plans to implement these recommendations should b immediate. The effectiveness of these proposals should be accessed through another research as well as the amount of complaints arising in any given month.

Works Cited
McGovern, Michelle. “Customers want more: 5 new expectations you must meet now.” 30 June 2016. Customer Experience Insight. 7 November 2017.
Pascal. “The 7 Core Principles of Good Customer Service.” 29 November 2016. Userlike. 7 November 2017.
Rosa, Say. “The Six Basic Needs of Customers.” 2016. Lifehack. 7 November 2017.