Understanding customer service Essay Example | Topics and Well Written Essays - 500 words

Understanding customer service - Essay Example While these moments keep occurring within a business, capturing these moments remains essential in enhancing business performance. The identification of such moments therefore becomes essential in reacting to the moment of truth presented to a businessperson. Jan Carlzon’s moment of truth focused on instances when businesspersons came into contact with customers. While the customer remains the most influential stakeholder to the success of business, this might not be the only moment of truth. Coming into contact with customer, however, remains a significant moment because the business becomes enabled to learn about the perceptions of the customer (Carlzon 1989). Understanding these feeling and perceptions remains essential in making customer service better. Within service focused businesses, this aspect of contacting the customer remains essential as the customer consumes the services directly. Within a manufacturing industry the instances of making such contact become increasingly limited. Customers rarely have direct contact with the company and the moment of truth could be encountered through the products delivered. Encounters with realistic experiences enable visualization of experiences based on the perceptions of other individuals. Companies can improve their performance through addressing various issues occurring within a moment of truth, by initiating essential changes into business operations. Not all interactions with customers could be defined as moments of truth. Increased focus on customer interactions could provide misleading information regarding the expectations of other people regarding the business products and services. Business products can enable business customers to make decisions regarding company products or services. Moments of truth can be established through analysis of company performance, based on the vision and mission of the company. This aspect defines

Business analysis of Guajilote Cooperativo Forestal, Honduras Essay

Business analysis of Guajilote Cooperativo Forestal, Honduras - Essay Example As a business enterprise, Guajilote Cooperative is a socially oriented not-for-profit organization of illiterate farmers who serve the market of furniture makers by providing low-priced, high-quality mahogany lumber. The cooperative does not seem to have any sufficient strategic direction beyond the good intentions of its original project proponents, the USAID (the foreign aid agency of the United States government) and COHDEFOR (the forestry development service of Honduras), to develop a sustainable model that can be imitated by other national parks for social, environmental, and political motives. Strategic direction is lacking because there are no specific plans to assess the cooperative’s strengths and weaknesses and how these can help address the opportunities and threats it is currently facing. The cooperative needs a strategic plan because without one, it may lose its viability as a business enterprise and collapse from the external and internal pressures that similar organizations face when dealing with the market. This strategic direction that will allow Guajilote to continue to exist and compete in the marketplace is also known as the organization’s competitive strategy, a concept that we define below. Without a strategy, the cooperative can fail as a business venture and a model project, causing serious social consequences: the shortage of mahogany lumber; the return of its members to a life of poverty; dashed hopes for Honduran farmers in other parts of the country who want and expect the project to succeed; and many other imaginable political, economic, and social costs. The strategic plan begins with an assessment of the enterprise and its business environment, and there are three popular tools we can use: the SWOT analysis (Andrews, 1971/1987; Ansoff, 1965; Chandler, 1962), the PEST(EL) analysis (Steiner, 1979; Andrews, 1987), and Porter’s Five Forces model and