Face to Face—You and Your New Job in Customer Service – Answered
Face to Face—You and Your New Job in Customer Service – Answered
Face to Face—You and Your New Job in Customer Service You have assumed a new role in customer service at United Booksellers. The organization has been heralded for its high-quality service and friendly atmosphere. The facilities are nice, and the efficiency and helpfulness of the employees are notable. Each store has its own coffee shop where patrons can relax and read. The organization employs 3,000 people and provides extensive customer service training before employees are allowed to interact with customers. Assignment Details Answer the following questions: Are there any indicators of United Booksellers’ service culture? If so, what are they? As an employee of United Booksellers, in what ways do you feel that you could contribute to the organizational culture? If you were a customer, what kind of service would you expect to receive at United Booksellers? Why? (Face to Face—You and Your New Job in Customer Service – Answered)
Answer
Indicators of United Booksellers’ Service Culture
United Booksellers exhibits several clear indicators of a robust service culture. First and foremost, the organization’s emphasis on extensive customer service training highlights its commitment to maintaining high standards of service quality. By ensuring that every employee undergoes rigorous training before interacting with customers, United Booksellers demonstrates its dedication to delivering exceptional service and equipping employees with the skills necessary to meet and exceed customer expectations (Berry, 1981).
Another indicator is the company’s focus on creating a welcoming and friendly atmosphere. The presence of in-store coffee shops where patrons can relax and read reflects a culture that prioritizes customer comfort and satisfaction. This setup not only enhances the overall shopping experience but also fosters a sense of community and engagement between customers and the store (Schneider & Bowen, 1995). Additionally, the efficiency and helpfulness of employees across the organization reinforce a service-oriented culture that values responsiveness and attentiveness.
Contributing to the Organizational Culture
As an employee of United Booksellers, there are several ways I can contribute to the organizational culture. Firstly, I can embody the values and principles that underpin the company’s service culture by being proactive, approachable, and knowledgeable in every customer interaction. Engaging in continuous learning and staying updated on product knowledge will enable me to assist customers more effectively and provide accurate information, enhancing their overall experience (Schneider, 1990).
Secondly, I can foster a positive and collaborative work environment by supporting my colleagues and participating actively in team initiatives. Encouraging open communication, sharing best practices, and offering assistance to new team members will contribute to a cohesive and motivated workforce. By promoting a culture of teamwork and mutual respect, I can help maintain the high standards of service and contribute to a positive work atmosphere (Schein, 2010).
Customer Expectations at United Booksellers
If I were a customer at United Booksellers, I would expect to receive a high level of service that aligns with the company’s reputation for quality and friendliness. Specifically, I would anticipate prompt and courteous assistance from well-trained staff who are knowledgeable about the products and services offered. The ability to provide personalized recommendations and address any queries or concerns effectively would be crucial to meeting my expectations (Zeithaml, Parasuraman, & Berry, 1990).
Additionally, I would expect a pleasant shopping environment where the ambiance, including amenities like the in-store coffee shop, enhances the overall experience. Clean, well-organized facilities and a welcoming atmosphere would contribute to a positive perception of the store and reinforce the company’s commitment to customer satisfaction. Overall, my expectations would be shaped by the organization’s established service culture, emphasizing attentiveness, efficiency, and a customer-centric approach (Bitner, 1992). (Face to Face—You and Your New Job in Customer Service – Answered)
References
- Berry, L. L. (1981). The employee as customer. Journal of Retailing, 57(1), 32-40. https://www.scirp.org/reference/referencespapers?referenceid=2170849
- Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57-71.
- Schneider, B. (1990). The climate for service: An introduction. In B. Schneider (Ed.), Organizational Climate and Culture (pp. 1-8). Jossey-Bass.
- Schneider, B., & Bowen, D. E. (1995). Winning the service game. Harvard Business Review Press.
- Schein, E. H. (2010). Organizational Culture and Leadership (4th ed.). Jossey-Bass.
- Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press.
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