Importance of customer service

Nowadays, many medium sized service companies have appeared in our market society. What factors have led them to success? Of course, the most important one is doing as best as they can on customer service. Customer service is not only a quick table wipe and a glass of ice water. There are many mechanisms to control it. In this essay, I am going to describe the importance of customer service, and then I am going to talk about how customer service works in the system. Follow that I want to focus on the analysis on how to use this method to make companies to achieve success. Finally, I will illustrate what is my feeling in EIBT, what is its strengths and ways to improve.

Importance of customer serviceThe meaning of customer service is assisting customers. The purpose is to make them feel comfortable and respected. As a result a staff member should provide their service to satisfy customer needs and expectations. Staffs need to be well prepared to suit for all different customers. Customer service is one of the most important ingredients of the marketing mix for services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to receive refund when they have a complaint about a faulty product that they have paid for.

Identify customer needsAs customer’s first impression is lasting and deeply, staffs use appropriately communication skills with prompt and courteous service to greet and show empathy, listen and provide feedback, use verbal and nonverbal behavior and problem-solve and consult customers. A positive impression will create goodwill and relationship between them and the organization. First of all, attentive to the customer in the process of service. Secondly, concentrate on the issue, not the person, then, target key points. After that, investigate with questions and verify customer’s need. At last, energize your response.

Deliver a service to clientsTo be successful, company should provide product and service information such as telephone number and internet site to help them know more about this company. It is much easier to compare with other companies for customers. In addition, by building relationships with customers you are able to gatherfeedback about all aspects of the product and service delivery. Furthermore, the member of the company should deal with difficult situations. Different approaches are implemented to treat different types of customers. Some customers are impatient, frustrated, therefore, be professional, avoid getting personally involved, calm them down as quickly as possible, sort out any problems in private as a public airing may be embarrassing, apologize for any problems or use assertive skills could be achieved.

To deal with rude customers always stay cool and ignore rudeness, it is not necessarily personal – these customers may be like this with everyone. Try to speak clearly, offer helpful suggestions and keep to the point so you are not sidetracked into an argument. Another part of customers are boring. So try not to show your boredom and use directive or closed questions to bring them to come to the point. Then, keep them to the point and use body language. Furthermore, the company should respond to customers with special needs such as differences in cultural and so on.

Monitor and report on service delivery is necessary as well. Report customer the situation, they can plan and structure in the future for development. That the reason mostly companies have feedback box for customers. Choose suitable record systems to maintain records to evaluate customer service.

Implement proposed changesThere may be a serious decline in sales. Competition, new technologies, a failure to meet the customer needs and expectations, a history of poor product development and introduction or poor marketing may all be contributory factors in reduced sales and be the catalyst for the business owner to change the approach to the business development. However, implement of an improvement project be planned, but internal resources are not sufficient or capable of managing the change, the appointment on a fixed term contract of a consultant or interim manger may be a desirable option. Change can be implemented with less interruption on staff conducting their normal duties. Changes should be consisted completely.

Successful serviceA successful service must have a pleasant environment. The most important factors are friendly and well-groomed staff and informed staff with helpful supervisors. Otherwise, it should have willing assistance, speed of delivery and politeness.

Customer valueThere are four types of customer value. First one is basic service. It is the very basic services or products offered to customers. The next stage is expected service which is customers expected what the service looks like. Then, desired service which means it will have some add value for customers. The final part is unexpected service. Once customers become used to superior levels of service, they may expect something more or different. Thus it is necessary to find ways of giving the customer a different and better service that give unanticipated value.

ConclusionCustomer service plays an important role in business world to allow them to achieve their success in the market. Customer service involves a complicated process, in which it needs to be thoroughly planned to be effectively implemented. Most business emphasis on their customer service, especially retailing business where they have a direct contact with their customers. A good customer service would make customers not only satisfying their needs, but also make them feel they are valued, hence it is vital as to build customer loyalty. In the modern world, some customers would become loyal to a single business which they would make regular visit to it, not only for the product but their familiarity with the place and the people.

Reference

1. Dwyer J, (2006) The Business Communication Handbook, 7th edition, Prentice Hall, p 228-229.

2. Dwyer J, (2006) The Business Communication Handbook, 7th edition, Prentice Hall, p 233-236.

3. Dwyer J, (2006) The Business Communication Handbook, 7th edition, Prentice Hall, p 242-244.

4. Dwyer J, (2006) The Business Communication Handbook, 7th edition, Prentice Hall, p 254-255.

5. Dwyer J, (2006) The Business Communication Handbook, 7th edition, Prentice Hall, p 262.

6.http://www.dawconsulting.co.uk/business-strategy/discover-10-reasons-why-businesses-implement-chtml7. http://www.thetimes100.co.uk/theory/theory–the-importance-customer-service–414.php