Essays on Customer Service Offered by Co-operative Bank of the UK Assignment

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The paper "Customer Service Offered by Co-operative Bank of the UK" is a perfect example of a business assignment. According to Daub & Ergenzinger (2005 p, 1003), customer service is critical to the continuing effectiveness and success of an organization. Customers want needs and attitudes vary and change rapidly. It is significant for an organization to be constantly changing and assessing its customer service so as to adjust to these changes. Customer service is not just customer relationship or how pleasant frontline employees talk to customers, but rather, how satisfying or even pleasuring customers are; this must be an objective of exceptional customer service.

The key purpose of customer service is to boost customer fulfilment, operational effectiveness and customer reliability (Dall & Bailine, 2004). Because of intangibility, the customers do not sense the service, and therefore lead lack of customers services confidence. The paper, therefore, analyses the Co-operative Bank of UK from five dimensions, for instance, tangibility, responsiveness, reliability, empathy and assurance for its customer to deliver its services (Nyeck et al 2002, p. 103). In this report, the service quality is evaluated by adopting the most effective instrument ‗SERVQUAL. Effective Customer Service Customers compare and contrast the service they undergo with what they anticipate, therefore it does not meet the anticipation, a gap arises.

Dean (2004, p. 66) argues that building first-class customer relationships via efficient customer service is essential for growing a business. A requirement for good profitability to retailing business excellence customer service is crucial in building brand identity and final success. Effective customer service has ensured the sustainability of customers by Co-operative Bank of UK. Taking orders, transactions and relations, tackling complaints and possibly scheduling repairs and maintenance help build customer confidence in a brand also helped the bank a great deal.

The value of customer care and service could considerably influence product identity service, consumer products firm, and manufacturing.

References

Dall, M & Bailine, A 2004, “Service this: Winning the war against customer disservice (1st ed.)”, Last Chapter First.

Co-operative Bank of UK 2012, Co-operative Bank of UK, viewed 25th April 2013 from http://www.co-operativebank.co.uk/corp/pdf/Co-op_Bank_2012_online.pdf

Dean, A 2004, Rethinking customer expectations of service quality: are call centres different? Journal of Services Marketing, vol.18, no. 1, p. 60-77.

Daub, C & Ergenzinger, R 2005, Enabling sustainable management through a new multi- disciplinary concept of customer satisfaction, European Journal of Marketing, vol. 39 no. 9/10, p. 998-1012.

Douglas, l & Connor, R 2003, Attitudes to service quality – the expectation gap, Nutrition & Food Science, vol. 33, no.4, p. 15-172.

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Larking-Coste, D 2005, Winning Opportunities in a Challenging World: New Markets, New Risks, New Efficiencies, Price Waterhouse Cooper. viewed 25th April 2013 from www.pwc.com/ext.web/pwcpublications.nsf/docid/9ef629c8820a7se085256f7e006803c6/$file/foodforthought52-1-pdf accessed 20 Oct 08

Nyeck, S., Morales, M., Ladhari, R., & Pons, F 2002, 10 years of service quality measurement: reviewing the use of the SERVQUAL instrument, Cuadernos de Diffusion, 7(13), 101-107.

Solomon, M 2010, Seven Keys to Building Customer Loyalty--and Company Profits", Fast Company.

Wilkinson, A & Balmer, M 1996, Corporate and generic identities: lessons from the Co- operative Bank, International Journal of Bank Marketing, 14, p. 22–35.

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