Enhancing Customer Satisfaction

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School

Valencia College *

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240

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Management

Date

Apr 3, 2024

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docx

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3

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Bermeo 1 Enhancing Customer Satisfaction Nicholas Bermeo Valencia College MAN-4162 Professor Laurie Youngman January 27, 2024 Enhancing Customer Satisfaction
Bermeo 2 Listening to staff members can contribute to customer satisfaction and building customer relationships. Ekstrom illustrated how she listened to her staff when she became a customer relations director (Ekström, 2016). Active listening helped Ekstrom understand the gaps in customer relationships from the customer service vantage and used the information to determine the company's direction. For instance, Ekstrom recognized the problem was not how hard the employees worked (Ekström, 2016). Instead, the existing structure and culture at that time did not help the department satisfy customers as desired by the organization. Ekstrom’s strategy for improving customer satisfaction validates the importance of involving customer service workers in the decision-making since they can share more about the clients based on their contact with the consumer. Another strategy for enhancing customer satisfaction depicted by the speaker is focusing on satisfied clients (Ekström, 2016). Happy clients can share with the organization about their positive experiences. The company could offer to personalize these stories by giving the client a token of appreciation such as a gift (Ekström, 2016). Stories from such clients can boost customer service relations when read by other clients. Utilizing a common idea and personalizing it to address an organization’s needs. Ecclesiastes 1:9 denotes there is nothing new under the sun. The texts resonate with Ekstrom’s reasoning of identifying an existing strategy or tool and personalizing it to meet the company's needs (Ekström, 2016). The challenge to overcome is copy-pasting an idea since the original owner of the idea could sue the company for stealing copying. Personalizing existing ideas can boost customer service relations and satisfaction where needed. Overall, the speaker did an excellent job appealing to the audience's logic and emotions when sharing details on enhancing customer satisfaction.
Bermeo 3 Reference Ekström, L. (2016). How I stole great customer service with pride . TEDx Talks. https://www.youtube.com/watch?v=9pgMpD3BRQE.
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