Managing Organizational Performance

Part :1

Subject: Managing Organisational Performance

Topic: The John Lewis Partnership prides itself in providing high levels of customer service.

For many businesses it’s simple to do business well. Do that and you are able to deliver good customer services automatically.

‘‘Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction’’.

(ICS, 2009)

But at very least you should have a system to know that what your customer need from you and what would make your customer happy to run your business in this world of competition. A good customer services is huge competitive advantage. Now a day your customers have a list of choices so without the good customer services you can’t survive in the market.

But how can we get know that as organization we are providing a good customer service for this we have to analysis some aspects. These are some basic questions

• Do customers have a clear idea of the service they can expect from our organization?

• Do we gather high quality information about our customers and what they want on a regular basis?

• Can we be contacted without problems?

• Do we have knowledgeable and well competent staff?

• Do we respond quickly to inquiries and requests?

• Have we made it easy for customers to complain and make recommendations about the quality of your services?

• Do we involve your customers