Page 40 - E-Mag _ Catatan Mag v2

FACTORS TO IMPROVE

CUSTOMER SERVICE IN

BUSINESS

Introduction

BY Accordi ng to Lemke et al . ( 2010 ), maki ng
INTAN ZURIANI qual i ty of customer experi ence strategi es

YUNOS for servi ce provi ders i s can i ncrease customer
rel ati ons
and
i mprove
and
val ues
busi ness

servi ce

,
.
That
performances
provi ders
customers

qual i ty

wi th
not
servi ce
i n

onl y
order

ful fi l l

to

experi ence
Abstract organi zati on shoul d i s be a ; i s a provi de customers vi tal for servi ce l oyal ty customer i s vi a
but
customer

i ncrease
al so
requi rements

sati sfacti on
.
and

The
customer

servi ce
Customer

experi ence

composed
i s
ul ti mate

to
servi ce

provi ders

obj ecti ve

to

del i vered
of

servi ces

of
seri es
a
customer
- term

rel ati onshi p
a
l ong

mai ntai n
understandi ng

customer

of
.
The
customers
and
thei r
customers

conti nuousl y
wi th

al l
of

the

servi ce
as
experi ence

sum

busi ness

profi ts

create
opportuni ti es
for

responses
emoti onal

and
cogni ti ve

to

i nteracti ons
i ncreasi ng
repeated

’ s
i ncenti ves
experi ence
has
busi ness

i s
Customer
and
.

servi ce

acti vi ti es

effect
busi ness
i mportant
conti nui ty
for
i mportant

i n

busi ness
fi el d

i t

because
every
there

that
several

are
factors
i t
,
because

i s

l oyal ty
i ncrease

can

customer

to
customer

consi dered
i mprove

to
an

and
customers

are
organi zati on
,

expectati on
sati sfacti on
.
Customer

some

and
spend

hundreds

even
i n
because

al l
i mportant

i t

thousands
a

year

wi th
dol l ars
per

of

product
how

measures
that

or

term
company

. R ).
( Suttl e
suppl i ed
a
by

company

meet
or

servi ces
mai n
surpass
a
customer
The
expectati on

.
arti cl e

thi s

that
factor

focus

about

coul d
l ead

servi ce

i mprove
customer
to

The
.
been

factors
busi ness
that
are

thi s

servi ce
customer
arti cl e
,

qual i ty
,
sati sfacti on
empl oyee
,
trai ni ng
feedback

moti vati on
study
and
i s
.
i nnovati on

arti cl es
revi ew
websi tes
and
other

the

.
to
the
i nformati on

topi c
used

rel ated
thi s
research
rel i ed
avai l abl e

on
i n
publ i cl y

such

websi tes

sources
arti cl es
as
,

,
Customer

servi ce
Keywords
:
,
servi ce of from Customer i s The and Thi s , di scussed i n i n
Factors
experi ence

,
Busi ness