Improving Customer Service in Tom Consultancy Limited

Acknowledgement

I would like to acknowledge the contributions of my supervisor, teachers, family members, and friends who have participated in the research. They have made important contribution in the success of this project.

Declaration

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Abstract

This research is based on the topic of improvements in customer service in Tom Consultancy Limited. The research is based on qualitative research methodology. The research involves the use of both primary and secondary data. The secondary data has been gathered from different secondary sources including journals, articles, books and others. In order to gather secondary data, the employees of Tom Consultancy Limited were approached. There were 10 employees who participated in the interview process. The participants signed the consent form that entailed that they agree to participant in the survey on their own will. The findings of the study have demonstrated that customer service plays a critical role in the current business environment. Tom Consultancy Limited can improve its customer service by focusing on the individual needs of companies in different sectors. The company is required to develop separate customer service strategies and procedures for customers in different business sectors.

Table of Contents

ABSTRACTIV

CHAPTER 01: INTRODUCTION1

Introduction to the Study1

Background of the Study2

Problem Statement3

Purpose of the Study4

Research Questions4

Objectives and scope of study5

Significance of the Study5

Justification6

Nature of the Study7

Theoretical Framework7

Structure of the Research9

Chapter 01: Introduction9

Chapter 02: Literature Review9

Chapter 03: Methodology10

Chapter 04: Findings10

Chapter 05: Conclusion11

Ethical Considerations11

CHAPTER 02: LITERATURE REVIEW13

Ways to Achieve Customer Satisfaction18

Theories of Consumer Behaviour19

Self Theory and Consumer Behaviour19

Factors involved in Customer Service20

Kindness20

Friendly Atmosphere20

Comfort21

Personalised21

Fast Service21

Hygiene21

After sales service22

Quality22

History of Quality24

Customer Service24

Good Customer Service25

Why Customer Service is Important25

Tom Consultancy Limited28

Customer Service of Tom Consultancy in Different Sectors29

Hotel and Tourism29

Education29

Social Care29

Consumer Packaged Goods30

Electric Power and Natural Gas30

Oil and Gas30

Telecommunications31

Public Finance31

Benefits of Effective Customer Service32

Customer Oriented Organisation33

Customer Relationship Management34

Central Database35

Customer Analysis35

Customer Service36

Research potential clients36

Reporting36

Elements of Customer Service36

Customer Service Elements before the Sales36

Customer Service Elements for Sales37

Customer Service Elements after Sales37

Continuous Evaluation and Improvement37

After-Sales Service/Loyalty Programmes39

CRM - Customer Life Cycle Care39

CHAPTER 03: METHODOLOGY41

Research Methodology41

Assumptions of Qualitative Research42

Appropriateness of Research Method43

Data Collection43

Interview44

Benefits of Using Interview Technique44

Weakness of Interview Method46

Data Analysis47

Sampling47

Confidentiality of Participants48

Validity of the Research48

CHAPTER 04: FINDINGS50

What do you mean by good customer service?50

What are different factors that your company consider when offering customer service?51

Describe the importance of customer service for your organisation53

What are different ways through which customer service is provided?54

What are factors that influence the effectiveness of customer service?56

Describe the basic principles of customer service57

How often your company does receive customer complaints?58

How can the company deal with the complaints of customers and improve customer service?59

What are some ways through which company can improve customer service?60

How can your company successfully gain and retain customers and develop them into loyal customers?62

Please explain the process of pro active customer service63

What is the importance of quick service delivery in customer service?64

What is ...