Pacific Cruises' Project Report

Pacific Cruises' Project report

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Abstract

Providing an outstanding service to customers is not an easy task. This characteristic of business is a key force that can increase or decrease profits. Alternatively, customer service is hardly ever mentioned in an organizations' mission statement nor is it the top of the discussion during staff meetings or training sessions. Offering the type of customer service anticipated by customers take a lot of consideration and elasticity on the part of management and staff members. This paper deals with ways of improving customer service at Pacific Cruise Ship Company.

Keywords: Pacific cruise ship, customer service, corporate management system

Table of Contents

Abstract 2

INTRODUCTION 4

Problem discussion 4

Purpose 4

Research Questions 5

EXECUTIVE SUMMARY 5

METHODOLOGY 7

Research Methods 7

Interviews 7

RESULTS 8

What customers expect in terms of customer service 8

How future levels of customer service should be measured and made part of Pacific Cruises' corporate management system 9

Making customer service a high priority 11

How customers define what they believe is great customer service. 12

CONCLUSION 14

REFERENCES 15

APPENDIX 16

Pacific Cruises' Project report

INTRODUCTION

According to Bassi, Benson, & Cheney (1996), over the past several years, customer service has gained popularity to a greater extent given the shift to service economy. Firms that provide good customer service have competitive advantage over those that do not. As Reicheld &Sasser (1990) posits, qualities of customer service, increased organizational profits and customer loyalty