Essays on Customer Service: Black and Decker International Case Study

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The paper "Customer Service: Black and Decker International" is a wonderful example of a case study on management. Change is constant and it is necessary for a business entity. This is the same to customer service; it keeps on changing in relation to the changing needs of their clientele. Changing business dynamics may be triggered by external pressures (such as new competition or technology, customer feedback, change in global markets and government legislation) and internal pressures (such as, review policies, employee feedback, pay structures and review procedures) and it important for organization to know when to make the changes and how (Lovelock & Young 1979).

In light of this, it is of paramount importance that customer service is of satisfactory standards while change is ongoing within the organization. Change is characterized by the desire to improve cash flow, processes, customer service and products. When an organization wants to make changes in relation to customer service they must first analyze where they are coming from, their current status and the way forward and this should always relate what their customers need current and future trends (Mills & Moberg, 1982). It is important to remember that organization employees are part of the customer service process and when the organization wants to make changes they need to be communicated to.

When a company engages with various activities of changes they must have a strong team to manage this change. The management should know which direction they are headed by looking at where they are coming from so as to make informed decisions on strategies to apply to ensure that they fulfill their overall mission, objectives and vision.

Customer service and change management are all based on the organization on particular assumptions on the forecasting of customer future trends. An organization can do a wrong predications and this may be costly to an establishment. Change and Managing at Individual and Organization LevelsChanges that are adapted by various organizations will normally deal with two levels that is the individual or organizational level. When analyzing at the individual level of change issues such as; new job description or individual redundancy. Organization level deals with company re-branding or office move.


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