Definition: Customer service is an organization’s ability to supply their customers’ wants and needs. In essence, “excellent customer service (is) the ability of an organization to constantly and consistently exceed the customer’s expectations.” This definition suggests that we have to expand our thinking about customer service. If we ” re going to consistently exceed customers’ expectations, we have to recognize that every aspect of our business has an impact on customer service, not just those aspects of our business that involve face-to-face customer contact. Improving customer service involves making a commitment to learning what our customers’ needs and wants are, and developing action plans that implement customer friendly processes. Customer Service Tips How many times have we successfully marketed and promoted the product and to our dismay have seen complaints due to our own Customer “care” people. In order to keep your customer satisfied you have to keep a few things in mind.
How do you, positively, handle ‘problem’ and ‘angry’ customers? 1. Assure the customer you will listen, interrupt ONLY to make points clear and make sure you sound interested and attentive, it is so annoying to a customer when they believe the company doesn’t care. 2. Most customers who call to complain have something they want to get off their chest. Listen to what it is. Give the customer the satisfaction in knowing you are listening and they feel more positive and assured.
The Business plan on Customer Service Essay
... the performance of your customer service representatives, customer dissatisfaction is the result. Customer Expectations + Service Performance = Customer Satisfaction The quality of your customer service is almost wholly determined ...
3. Get your pen out and write down the points relevant to the complaint, dont argue or take issue with the points, as you note them down. Any points you are unsure of, clarify them, you need to understand the full complaint. Once you have the points, confirm the complaint at the end, to check you have it right. The objective is to help the client, NOT win an argument.
4. Assure the customer you are on their side, don’t get personally involved. Reassure them that you understand how inconvenienced they have been, for example, let the customer know you want to resolve the issue as much as they do. 5. When the solution has been worked out, thank the customer for their feedback; confirm with them how much feedback helps to provide a better service. 6.
Ask the client’s opinion on how you can ensure that this doesn’t happen again. If you cant do what they suggest, offer alternatives, work with the client to resolve the problem.
