Case 1

Once current standards were known and the views of customers had been identified, it is possible

for COMPANY ABC, to define new standards. These new standards then became the targets that

the company worked towards. Plans were developed to ensure that COMPANY ABC could

achieve these standards. In setting these standards, COMPANY ABC looked not only at what

customers wanted, but also at the standards achieved by other electricity companies and related

utility industries.

All 4,000 staff in COMPANY ABC contribute in some way to customer service, not only

those who answer telephones, respond to letters, send out bills or read meters on customers'

premises. Each employee is working on building better relationships with customers. Staff are the

employees who deliver the customer service improvements and even those who do not deal

directly with customers will indirectly involve in dealing with customers., by their actions and

through their efficiency and also they contribute to customer perceptions of the organization

Q 1: Explain the reward/benefit COMPANY ABC can expect while providing excellent

customer service.

Q 2: How can COMPANY ABC boost their sales and market share while providing

satisfactory customer service?