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Running Head: RELATIONSHIP BTWEEN CUSTOMER CARE SERVICES AND CLIENT LOYALTY 0

Name: Latosha Thomas

Course: HTL-

Date: 03/19/2017

Instructor: Mrs. Matson

THE RELATIONSHIP BETWEEN OVERSEAS CUSTOMER CARE SERVICES AND CLIENT LOYALTY

INTRODUCTION

Organizations today have established very stiff competition in the market today thus making organization consider every aspect that is affecting the organization very serious and perfecting the services they provide to clients so that the consumers prefer the organization services and leave the other firms. Moreover, the firms have realized how important communication is to the firm especially when handling the customers and potential investors both internationally and locally. Therefore many firms have paid attention to the services provided by the customer care desk.

Customer care services are very vital for any organization. The stakeholders and the community at large require information from the organization and therefore the firms employs people in the department of human resource to provide clients with necessary information and also answer critical questions disturbing the stakeholders both internally and externally. Customer care services require people who are able to meet the demand of the clients and other stakeholders through providing the services in a better way that make the customers glad. Therefore the organizations today prefer to use overseas customer care services. This research paper will focus why firms utilize customer care services in creating loyalty to the clients’ despite the existence of qualified local customer care providers.

Purpose of the study

The purpose of this research study is to examine, in specific, the correlations between overseas customer care services satisfaction and consumer loyalty in many organization globally and how the services provided by customer care benefit the organization. Therefore the research paper will focus on client loyalty to the firm and information they receive from the customer care personnel in the department of human resource.

Research questions

What overseas does customer care personnel that is unique from the locals?

How do customer care services provide

How does organization benefit by using overseas customer care services

Literature Review

Customer Satisfaction

“Client satisfaction is one of the most crucial issues concerning business firms of all types, which is justified by the consumer-oriented philosophy and more so the principles of continued improvement in current enterprise” (Arokiasamy, 2013). The marketing concept proposes that a satisfied consumer will be more likely to repurchase again, or at least has the intention of repurchasing again, than those who are dissatisfied.

Moreover, they will consider that client satisfaction and retention the most vital long-term objectives of firms. Reichheld and Sasser (1990) suggested that new clients cost more to serve than repeat customer and therefore it means that existing customers are benefiting a firm’s cost structure. A firm’s principal strategic objectives are to mitigate customer regress and to maximize fully consumer’s intention rates to purchase, as evidenced by the latest emphasis on client relationship management. Hence, previously gratified buyers may support firms both decrease marketing costs, and cultivate more stable levels of sales when a great number of fulfilled buyers are retained to buy again in the future (Caruana, 2000).

Interrelationship between and Customer Loyalty Customer Satisfaction services

It’s assumed that satisfied buyers will likely return for future in the firm for products and services and eventually become loyal. That is the formal concept and the foundation for thought in marketing. “By the way, the connection between satisfaction and loyalty has been shown to customer care services satisfaction and client loyalty be the case all through much of the literature. Modern research studies support the strong correlation between and loyalty satisfaction services. Additionally, in the financial services firm, it is indicated that satisfaction should be treated as one of the fundamental predictors of loyalty (Arokiasamy, 2013).

Client Loyalty

Customer loyalty refers to the situation whereby client behaviors that show a desire to better an ongoing relationship with a firm (Palmatier et al., 2006). The client’s willingness to acquire again from the organization, having a preference for the firm and recommending the firm to other friends and relatives could be signed of clients’ desire to remain in a relationship with a business that exhibits how much a buyer is related to a company. Loyal clients often value the marketing work, owing to their enthusiasm to buy superfluous products and spread positive organization image through word of mouth as well as their trustworthiness as a source of continuous profits in the firm (Al-Wugayan, 2008).

Resources and key stakeholders

The research paper will involve different human resource personnel in the different organization. The personnel is crucial in providing the information through participating the interview conducted by the researcher. Moreover, the researcher will also use a questionnaire to collect the information. The research will also involve researcher assistance who will help in collecting information and analyzing the data. The assistance will accompany the researcher will collecting the information.

The research will also involve different written materials that exist in the library that discusses research related to customer care services provided by overseas personnel and the client loyalty in the firms. Moreover, the research will require funds that will be used in traveling for the collection of information and also printing of the entire research paper.

The lecturers in the institution also participate in this research as respondents where they will participate in proving the information related to customer care services provided by the overseas personnel and the best way firms can create loyalty.

Moreover, the researcher will utilize different techniques of collecting information such as interview that requires the researcher and respondents which involve privacy. The respondents may point to information should be given, and which one not to mention and therefore as a researcher it’s essential to observe privacy of the respondents and their wish. Moreover, there is information that is crucial to the organizations such as business secrets, and therefore in this research paper, such information will not be given.

Strategies for communicating the proposal

Client satisfaction is becoming more important issue that needs to be addressed and therefore many firms are hiring qualified personnel to meet the demand of the clients. Many firms are not performing as expected due to poor information was given to clients. The firms have therefore come up with communication strategies that will solve the issue and that why they use overseas customer care services. The use of overseas customer care services is very expensive and more it increases the unemployment gap in the countries making those who have qualifications for the work to lack job. Many institutions especially the government are doing all they can to make sure the organizations have qualified persons to deliver customer care services that will meet the expectations of the clients, and the personnel should be obtained from within the society.

Furthermore, institutions for learning is also addressing the problem through offering education to the students that will meet the expectations of the organization in creating the trust between the firm and their clients.

There are different ways of presenting the proposal to the concerned people, and one of the effective ways is to use electronic mail whereby the proposal will be sent to the concerned people through email. Additionally, the proposal will be presented through face to face whereby the researchers and their team will present the proposal to the audience, and they will communicate what they have. The proposal can also be posted on the internet to be accessed by the concerned and interested people. Moreover, the proposal will be presented to the interested through providing a hard copy of the work and can also be made available to the library sections.

This research paper will follow all the rules and expected, and therefore the researcher will request for permission to utilize the organizations' resources involving the customer care services and client participation in the firm.

References

Al-Wugayan, A. P. (2008). An investigation of the relationships among consumer satisfaction, loyalty, and market share in Kuwaiti loan services. . Journal Of Financial Services Marketing,, 95-106.

Arokiasamy, A. A. (2013). The impact of customer satisfaction on customer loyalty and intentions to switch in the banking sector in Malaysia. Journal of Commerce, 14-21.

Caruana, A. M. (2000). Service quality and satisfaction- the moderating role of value. . European Journal of Marketing, , 1338-1352.