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Customer Service Operation and Excellence Essay Example

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Customer Service Operation and Excellence

Customer Service Operation and Excellence. While the librarian is expected to provide the service in a timely manner, there is the need for the student to exercise some skills in how to access required materials to carry out his or her role. The librarian, however, is available to provide some guidance but the student independence is of extreme importance in the development of worthwhile skills which will be required in the future. The student or faculty member will need, at some point in time, the necessary guidance from the librarian, who possess the necessary skills and experience, and who will be able to provide information and resources that will be useful in carrying out the required task in a timely manner.While the aesthetics of the environment is of extreme importance, it is not very important in a non-profit making environment as it is in a profit-making organization.

However, the library as a facility for research and a learning environment should provide a measure of relaxation and comfort that is conducive to studying. The emphasis is on providing an environment that will allow for the thought process to work effectively and efficiently. The environment for reading, therefore, needs to be quiet and secluded from all other activities that may lead to unnecessary distractions. This will allow customers to achieve their goals in an environment that is conducive to learning. It is also important that equipment, personnel, and communication materials are in place that will allow students and faculty members to manage their time effectively between research and classes. Time is short and limited and so its maximisation is of extreme importance.Responsiveness is one of the key dimensions of service quality in any service, and so it is in a library, whether it is academic or public. Students and faculty members, for the most part, do not have the time to sit around waiting to get the information they need. Time is of the essence in this type of setting and so prompt and efficient service is of significance. Customer Service Operation and Excellence.

References

Berkowitz, E. N., Kerin, R. A., Hartley, S.W. and Rudelius, W. (1997). Marketing. 5th ed. USA: Irwin McGraw-Hill

Cullen, R (2001). Perspectives on User Satisfaction Surveys – Academia Libraries. Library Trends. Spring 2001

Gibson, J.L., Ivancevich, J.M. and Donnelly, J.H. (1997). Organizations: Behaviour, Structure, Process. 9th ed. USA: Irwin.

Quinn, B.A. (2007). Adapting Service Quality Concepts to Academic Libraries. Texas University. Retrieved: http://thinktech.lib.ttu.edu/bitstream/handle/2346/503/fulltext.pdf?sequence=1

Last accessed 2ndApr 2011

Schott, J. (2009). Service Blueprint. Retrieved: http://www.service-design-network.org/content/service-blueprint. Last accessed 2nd Apr 2011

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preview essay on Customer Service Operation and Excellence
  • Pages: 7 (1750 words)
  • Document Type: Essay
  • Subject: Business
  • Level: Undergraduate
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