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Importance of customer service
Importance of customer service
Introduction of research on customer satisfaction
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INTRODUCTION
“The customer is why we are here. If we take good care of them, they will always come back to us.”
-James McKenzie. WHO IS A CUSTOMER?
The customer is a person who has a habit of coming regularly to a place of purchase. He is an important part of any business organization.
Earlier, business organisations were only interested in making sales. They just wanted to make more money and make more profit. But today, everyone is interested in keeping the customer happy. They want to have more customers because more customers mean more money.
That is why customers are taken good care of. Customer service is important and the staff are trained specifically for this.
WHY IS A CUSTOMER IMPORTANT? WHY SHOULD WE KEEP HIM HAPPY?
1.He buys our
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3.Ready to help you with information.
4.Very patient and answering all questions.
5.A neat, spacious shop.
6.Disciplined staff
7.Refreshments like tea/coffee/soft drinks/snacks.
8.When he realizes that his problems will be taken care of by the staff who will only say good things like “ I will look into the problem, Sir .” “Let me see what I can do, Sir.” Or “ I will make sure that this problem is solved as fast as possible.”
9.Even 95 % of unhappy customers would be ready to do business with you again if you are fast in solving their problems or complaints. MOTIVATIONAL FEEDBACK AND TRAINING OF THE EMPLOYEE
An employee is the staff or someone who works for the company. An employer or boss is the owner. When a customer gives a good opinion or positive feedback, the employer would congratulate the staff. When customers give a bad comment or negative feedback, the employer should make sure that his staff are trained for better customer service. There are certain things a staff should know.
1. The staff of a company should realise that he or she is an important part of the company.
2. They should feel that they are like family. They should also realise that they are doing an important work for the
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
In other words, their purchasing power is more focused on their need, health, and efficiency and cost effective. It is with this in mind, this writer would say that there lies a possibility for a company to cater to both its best interest and that of the consumer conjointly. Without customers, there would not be any company; therefore, a secure partnership between the company and customers would be more beneficial for both parties, in that the customers would be loyal to the company based on if they feel valued and if their needs are being met by the company. The company can foster this partnership by building a strong customer relationship management – where they have a customer-centric model in which they learn ways to enhance their product and service through feedback received from the customers. Here, both interests of the company and the customer will be
Lawfer, M., R. (2004). Why customer come back: how to create lasting customer loyalty. United State of America: Career Press.
The more profitable firms are those that are able to maintain their most valued customers throughout time. To satisfy a customer means to make him faithful and customer satisfaction becomes the index that measures the ability of the firm to produce income for the future.
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
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.
According to David Jobber (1995), marketing- oriented organization endeavor to create customer value with a specific end goal of attracting and retaining customers. Their main aim is to deliver better esteem to their targeted customers. In doing as such, they actualize the advertising idea by meeting and exceeding customer’s needs better than the competitions.
A few decades ago, businesses considered customer service as an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace.
In fact, the customer is so rarely right, that the original phrase seems downright childish. And it is. The phrase “the customer is always right” is nothing more than large corporations exploiting their employees, and taking away their right to stand up for themselves. I believe that this phrase is one of the most dangerous tools of employee manipulation out there. From childhood, people have had this phrase ingrained into their heads, telling them that no matter what the circumstances are, they are the only important person in the customer-employee interaction.
In most careers today, human interaction plays a key role in day to day work. Usually, people work with other people in their line of work. Even one man jobs deal with people at one time or another. In a lot of careers, people are helping other people. Sometimes, it’s hard to help someone when you don’t fully understand how to deal with what they are feeling or going through. That’s why when people are taking the path to many careers through college, they often end up having to take a psychology class of some sort. Psychology helps us better understand people’s emotions and actions. It can help people study others personalities and behaviors and come up with theories or hypotheses. Taking psychology can benefit almost every career out
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.
Customer Service is the act of dealing with the customers needs by giving and delivering professional, helpful, high quality service and help some time recently, amid, and after the customer's requirements are met.