So, now when we conclude that a customer is anyone who receives customer service from customer deliverer,then the question is just what is customer service?
Peter Drucker in his book Management: Tasks, Responsibilities, Practices stated that the main purpose of business is "... to
attract and maintain customers". Our own experience tells us that an important part of maintaining customers is how the customer is treated.
To make a sale, customer have to be attracted by at least one of the following when making a purchase:
- The Product
- The Price
- The Service
Ideally customers want a product which meets their specifications at a price which gives good value, plus the reassurance that the company they are buying from will sort out problems reliably and efficiently. They often place more importance on the service factor that how service providers take care of them and show that they value their custom. The terms "customer care" and "customer service" may be used interchangeably in this respect.
Customer service is an essential part of doing business. Ideally it means assisting customers, listening to and acting on their complaints, and generally using a variety of tactics to keep or retain them. It is the provision of service to customers before, during and after a purchase.
According to Armstrong and Stephens.. " Customer service is all about the activities carried out by organizations which meet customer needs and expectation"
By accepting this definition ...we conclude that
- Customer Service is a series of activities designed to enhance the level of of customer satisfaction - that is, the feeling that a product or service has met the customer expectation.
- Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer.
- Customer Service is the commitment of providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner.
- Customer service is all about creating a relationship of trust and loyalty with customers
Accepting this definition means expanding 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.
“Every organization has customer service". The question is, “Is your Company's Customer service good or is it bad?”
Further Customer service is when a company works everyday to keep our business so that they never face the threat of losing any customer. It is the difference between a company that acts proactively and a company that simply reacts.
Just click on the given links below to find out ...
Kindly Share Your Valuable feedback and don't forget to use social bookmarking widgets to spread the info!!
Post a Comment