Customer Service We all deal with customer service on some level in our daily tasks. Our experiences are not always pleasant, and I feel that more focus needs be on providing not only just basic customer service but to step it up and provide quality customer service. While there are both external and internal customers, they both should receive the same respect. Service can be provided thru forms of both written and oral communication. How many times have you received an email and thought, “wow that was rude”? Did you ever listen to a voice mail from someone and think they were totally off base? The tone in which we convey our comments in either form is a direct reflection of us. We may have thought we were being polite, but our tone could have been saying right the opposite. In this paper, I will take a closer look at traits of poor customer service, how consumers react to poor customer service and the traits of quality customer service. Traits of poor customer service Poor customer service usually begins from misunderstanding between the customer and the employee. Customer service personnel do not always have the customer in mind when they are functioning on their day to day activities. Many times they are dealing with their own personal issues, pressure from not being happy with the job they have, and often the pressure of having to perform at levels they are not accustomed to, just to may an income. Poor customer service can stem from companies having long convoluted phone systems, long customer hold times, and un-empowered customer service reps to a simple lack of failing to follow up with customers1. Until companies get control of these areas, the representatives they have working for them, cust... ... middle of paper ... ...ive way they have been treated. This is the best complement anyone can give to another. Works Cited English, T. (2010). How to provide personalized customer service. Retrieved January7, 2011, from http://www.ehow.com/print/how_6655277_provide-personalized-customer- service.html Gillian, P. (2007, April). Poor customer service creates new opportunity. B to B, 92(4), 10. Retrieved January 9, 2011, from ABI/INFORM Global. (Document ID: 1257386571) Helms, M. & Mayo, D. (2008). Assessing poor quality service: perceptions of customer service representatives. Managing Service Quality, 18(6), 610-622. Retrieved January 9, 2011, from ABI/INFORM Global. (Document ID: 1600828351). Korsgaden, T. (1999, November). Providing superior customer service. Rough Notes, 142(11), 66-67. Retrieved January 7, 2011, from ABI/INFORM Global. (Document ID: 46237498
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
At [company name], customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Miller, B. W. ( 1992). It’s a kind of magic. Managing Service Quality, 2(4) 191-193
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Customer service by definition is the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business (Lucas, 2012, pg.7). In other words, it’s making the customer pleased so that they keep doing business with you all while making sure that the employees get along and work together well. In every business there is a form of customer service. Unfortunately, it is not always excellent or even decent. Some businesses just either don’t care or possibly just don’t have the training to deal with some of the obstacles that come with dealing with customers on a daily basis. I’ve been in the restaurant business for over 13 years and I can tell you that there are skills that some are born with and others need training on, yet either way they should be used whenever interacting with customers.
A few decades ago, businesses considered customer service as an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace.
Wasserman, Michael. 15 Techniques When Dealing With Customers. My Success Company. 25 January 2005. .
Customer service is anything which provides the customer with satisfaction before, during and after purchasing and using goods and services. Good customer service provides an ex...
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.