Customer satisfaction and loyalty Assignment Example | Topics and Well Written Essays - 1250 words

Customer satisfaction and loyalty - Assignment Example Once they enter the doors, it is the job of the front line employees (those who meet and greet the customers first) to keep them coming back by providing excellent customer service. Abildtrup states that businesses cannot depend on their employees to understand how to deal with customers on their own; instead, they must have the training they need to get the job done. Employees must understand that they are one of the reasons why people do come back to a business. If someone goes to a business for the first time, they are looking for something in particular that only that business can provide for them at that time. If customer service is genuine and happens quickly, people will remember this experience; they will also remember a bad experience.  Buchholz (2010) identifies four levels of interest that employees have who work in any business. These four levels are:1.  The survival level where the employee comes to work to do their job. They cannot be depended on to take on addition al work because they are only there to get a paycheck.2.  The acceptance level employee is open to new jobs and they believe in the philosophy and the goals of the organization. They are productive employees but they do not like to do more work, and if something else comes along, they probably will leave.3.  The merit level employee loves the company and adds to the company's mission. They love their job and they are the people who actually make sure that things are done. They are loyal employees.