Customer Service Management PDF

Added on - 21 Apr 2020

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Running head: CUSTOMER SERVICE MANAGEMENTCustomer service managementName of StudentName of UniversityAuthor Note
1CUSTOMER SERVICE MANAGEMENTExecutive summaryThe report is based on the importance of managing customer service. The manner inwhich every business organisation develops customer service is analysed in thereport. For the purpose of the report, two companies have been analysed belongingto the fashion industry. The companies include Versace and Chanel. Thesecompanies are reputed worldwide and have varied customer service policies. Boththe companies aim at profit-making objective along with satisfying customers. Basedon these, recommendations are stated that highlight the introduction of onlineshopping in Versace and improving customer service plan in Chanel.
2CUSTOMER SERVICE MANAGEMENTTable of ContentsDescription of the shops...............................................................................................3Summary of the customer service practice..................................................................3Analysing customer service practice............................................................................7Discussing abilities to communicate with customers...................................................8Recommendation..........................................................................................................9Bibliography................................................................................................................11Appendices.................................................................................................................13Appendix 1...............................................................................................................13Appendix 2...............................................................................................................13
3CUSTOMER SERVICE MANAGEMENTDescription of the shopsVersace is a luxury shop located in Italy luxury fashion brand that wasestablished in 1978. The company was founded by Gianni Versace. It is a privateindustry of customer goods that is dedicated to manufacturing luxurious andfashionable wardrobes for the customers. Some of the products of the shop includeleather accessories, ready-to-wear Italian wardrobes and so on. The headquarters ofthe shop is located in Milan, Italy. The company owns about 500 employees andearned revenue of EU€645 million in the past year. In 2006, the company enteredinto a partnership withAutomobili Lamborghini S.p.A.in order to produce the car withsatin interiors. It also entered into a partnership with the Mind Group China in orderto design luxury residence towers (Versace.com, 2017).(Refer to appendix 1 for picture of Versace)Chanel is a private company located in Paris, France. The company was setup in 1909 by Coco Chanel. Over the years, the company have gained a reputationas one of the leading companies in the fashion industry in France. The companyspecialises in manufacturing haute couture along with ready to wear clothes andluxury goods like perfume and jewellery. The biggest advantage of the company isthat it is famous all over the world. Reports indicate the number of employees inChanel is about 1270 with revenue of up to $5.2billion. The company manufacturersall type of clothes keeping in mind the requirement of the customers (Chanel.com,2017).(Refer to appendix 2 for picture of Chanel)Summary of the customer service practiceAccording toBlut et al., (2015), customer service practice is important formost organisations as it helps n understanding the minds of the customers. Apartfrom this it also addresses the customer service issues that organisations face andmake changes as per requirements. The field trip formulated questions for thesalesperson of Versace and Chanel regarding the customer service practice of theorganisations.
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