Improving Customer Service in Elderly Care
Nielsen, Chris (2015)
Metropolia Ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201503123063
https://urn.fi/URN:NBN:fi:amk-201503123063
Tiivistelmä
The elderly care sector is increasingly facing more competition and demanding customers. This leads to a growing pressure on elderly care home providers to find new and improved solutions that will enhance their level of customer service. The will ensure that the elderly service provider is remaining competitive in the elderly care service marketplace.
The purpose of this thesis is to identify areas for improvements and propose implementable solutions for enhancing the elderly care customer service. These solutions are designed to meet or even exceed the customer’s expectations while at the same time ensuring that the expected business targets are fulfilled. This case study was conducted within an elderly care organization in Finland. The case organization wanted to improve their customer service level to maintain their existing customer base and acquire new customers.
To reach this objective, excellent customer service is firstly defined and then analyzed to apply the findings to the elderly care home business. Next, the aspects impacting customer service level and customer satisfaction are identified. Following the theoretical study, an empirical analysis was accomplished to evaluate the existing customer service level by using the interview, observation and shadowing techniques. As part of the study, detailed customer profiles were developed to better understand customer needs and expectations.
This study identified the current customer service areas needing improvements and the research ends with making suggestions that would help increase the customer service level. Based on the findings from the study, a solution proposal for enhancing the customer service in the elderly care case organization was developed together with a practical implementation plan.
The purpose of this thesis is to identify areas for improvements and propose implementable solutions for enhancing the elderly care customer service. These solutions are designed to meet or even exceed the customer’s expectations while at the same time ensuring that the expected business targets are fulfilled. This case study was conducted within an elderly care organization in Finland. The case organization wanted to improve their customer service level to maintain their existing customer base and acquire new customers.
To reach this objective, excellent customer service is firstly defined and then analyzed to apply the findings to the elderly care home business. Next, the aspects impacting customer service level and customer satisfaction are identified. Following the theoretical study, an empirical analysis was accomplished to evaluate the existing customer service level by using the interview, observation and shadowing techniques. As part of the study, detailed customer profiles were developed to better understand customer needs and expectations.
This study identified the current customer service areas needing improvements and the research ends with making suggestions that would help increase the customer service level. Based on the findings from the study, a solution proposal for enhancing the customer service in the elderly care case organization was developed together with a practical implementation plan.