A Guide Book for Customer Service
Suontakanen, Nina (2018)
Tampereen ammattikorkeakoulu
2018
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018052810712
https://urn.fi/URN:NBN:fi:amk-2018052810712
Tiivistelmä
The purpose of this bachelor’s thesis was to produce a guide book for customer service for Fysioline Fressi Oy, specifically Fressi Tampere. The idea for the topic rose from necessity as there was no previous document of the kind. The company had provided guidelines to employees in different formats but it was important that they would be compiled to better meet the needs of both new and more experienced employees.
The theoretical framework of this thesis consists of orientation and induction, customer service and customer experience. The data for this study were drawn from the author's own experience working for the mentioned company for approximately eight years. Previous material concerning induction provided by Fressi was accessed through the company's own intranet, analyzed and utilized as background in the comprising of the new guide book.
It was found that the current induction material was rather scattered and had not been thoroughly updated to meet the needs of employees. Some new instructions were given on the chain-level but there was a need for more specific information about the local deviations and especially about the everyday responsibilities in this particular location.
This study and the end result were found to be largely useful for both new and more experienced employees alike. Both the author in her role in the company and other company representatives experienced the guide book to facilitate a more uniform and effective induction process. Given the changing work environment and introduction of new products and services, the guide book will have to be updated accordingly.
To respect the privacy of the company, the guide book has not been published as a part of this thesis but it is included as an appendix.
The theoretical framework of this thesis consists of orientation and induction, customer service and customer experience. The data for this study were drawn from the author's own experience working for the mentioned company for approximately eight years. Previous material concerning induction provided by Fressi was accessed through the company's own intranet, analyzed and utilized as background in the comprising of the new guide book.
It was found that the current induction material was rather scattered and had not been thoroughly updated to meet the needs of employees. Some new instructions were given on the chain-level but there was a need for more specific information about the local deviations and especially about the everyday responsibilities in this particular location.
This study and the end result were found to be largely useful for both new and more experienced employees alike. Both the author in her role in the company and other company representatives experienced the guide book to facilitate a more uniform and effective induction process. Given the changing work environment and introduction of new products and services, the guide book will have to be updated accordingly.
To respect the privacy of the company, the guide book has not been published as a part of this thesis but it is included as an appendix.