every employee well, irrespective of level and job role, would ensure that each one provides
customers with the kind of service that delights them and brings them back repeatedly.
Dealing with customer service requests and complaints
Dealing with customer complaints and requests is crucial to a business to establish good
customer service. If a business doesn’t deal with its customer complaints this can result in a
backlash, as this could limit the business to understand customer behaviour, and customer
insight, limiting company progress to improvements that could lead to reduced costs,
increased profitability and increased customer satisfaction. Ignoring customer complaints is
like ignoring consumer feedback, the business can miss the opportunity to make positive
improvements to their products and services, make a real connection with their consumers ,
and most importantly allow the business to form a positive brand identification via WOD.If a
business continues to ignore customer complaints and requests, it can harm its reputation
and brand identity, forming a negative impression on the business itself as well as its
customer service and experience, as the brand then establishes itself as 'known for not
listening to their customers,' forming a negative perception and association of their brand
itself.
Providing information
Internal Customers:
Internal customers are stakeholders that work within the organisation such as employees,
suppliers, shareholders and many more that provide service to customers for the goods and
services the business offers. Moreover these stakeholders have different or similar
responsibilities and duties within the business. Employees will frequently be on the front
lines for Amazon, providing consumers with an experience, in which they will have
information on customer behaviour and identification to construct a customer profile to aid
Amazon to allocate their Target market. They are the stakeholders who will produce the
goods or provide the service and experience to Amazon consumers, as well as those who
will sell and transport their products via service. Employees have a significant impact on
Amazon's performance and how it operates. Employees may be interested in Amazon
because of the potential for success or because they want the organisation to succeed so
that they may profit from it. As we all know, Amazon is the market's largest e-commerce
enterprise and platform in the world. Employees may be interested in Amazon because of
higher pay, developing and advancing their careers, taking time off work, as well as
Amazon's excellent working conditions and company culture, how Amazon servers and
threats to employees within their business environment, and working to innovate their
service to assist customers with the online shopping experience. An employee may have an
impact on Amazon by improving or reducing productivity, offering good or terrible customer
, service, and establishing customer loyalty through customer service/experience. Employees
have extensive knowledge of the business environment, but they only supply limited
information to the company. Employees deliver information to customers and are aware of
their roles inside the firm, they don’t provide information that can potentially increase the
business sales unlike external customers which can. They work directly with customers, in
which they have direct contact with the customer. Where, Employees provide experiences
and customer service to form bonds and relationships, in which employees have deeper
insights into the customer behaviour and attitudes through face-to-face interactions as well
as through spoken telephone interactions, and also written communication via Email.
Amazon relativity conducts staff surveys as a form of better understanding consumer
behaviour and their attributes toward their business, so amazon can essentially look for
ways to improve customer service satisfaction level and increase customer engagement to
ultimately increase workflow and efficiency when delivering service.
External Customers:
External customers are stakeholders that purchase the business goods or services, these
external customers are not connected directly to the business other than being buyers for
the company. Example of an external stakeholder is a customer who purchases the business
goods or services, and society/Government as well as suppliers, these are public people who
oversee the business goods or services or the business as a whole. Customers are the
individuals who purchase the product from amazon, they have a huge influence on amazon
success and profitability. Customers are important because they drive amazon revenues;
without them, amazon cannot continue to exist. Amazon will compete with other
companies to attract customers through the placement of promotional strategies via social
media, word of mouth, celebrity endorsements etc…Customers can influence amazon
through Increasing the amount of products they buy from amazon which will result in higher
profits. As well as decreasing the amount of products they buy which will result in lower
profits and affecting Amazon reputation by word of mouth. Customers provide businesses
with information through many different methods of communication. Customers can send
more information on the business product and services than internal customers, they can
provide the business with feedback reviews, demand and interest level. Furthermore, these
customers can interact through various methods of communication such as Telephone,
Social Media, and Email to provide Amazon with advocate information, this information can
include their behaviour and attitude, their expectations, needs and wants, and their
opinions.
Products or services
Employees should have expertise and extensive knowledge in what they are doing to
provide customers with assistance. This also contradicts to Amazon employees, where they
