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Customer Service Essay

3110 words - 13 pages

Customer Service Comprehensive Essay

Quality Customer Care can be defined as meeting or exceeding customer expectations every time they visit the organisation or business. Businesses who go the extra mile will win customers loyalty and, in return, customers will keep going back to them. It’s important that businesses earn customers long-term support because it will determine the organization success. In order for the organisation to ensure that customers will continue to utilize their products and services they should be aware of Quality Customer Service, know their customers, know the attitudes and habits that have a significant effect on the service given in the organisation, learn how ...view middle of the document...

Organisations with that strong passion for service are the ones that customer visit the most or do business with, you also hear great things about that business or organisation and every year has positive increases in sales and market share. A organisation with a strong passion for service can be characterized as business that will do anything to help a customer solve problem, will stop everything to serve a customer but they won’t stop there, their employees would be rewarded if they do a good job making employees feel that they are an important part of the organisation in turn make employees deliver service effectively.
As an organisation they should also understand why customer service is important. Basically a good customer service brings satisfied customer, regular customer return and customer recommend the organisation to their friend and family. Also the organisation will reap higher sales expansions stability, job satisfaction from employees, better long-term prospects and pleasant working conditions. The organisation should be aware that bad customer service brings dissatisfied customers, complaints, customers won’t return and other negatives. It is also important to understand that customers have different perceptions and they look at employees physical attributes such as if they a well dressed, psychological characteristics hoping that employees’ values are the same to theirs, and past experience, that they got good service when they were previously doing business with the organisation.
Knowing your customers must be a priority for the organisation. Customers when walking into a service organisation they evaluate to see if its customer driven or not. Features that the organisation should adopt to be a good business are the smiles from employees which create a first impression, prompt personal attention; this is where customers want to be attended to as quickly as possible and have unhurried efficiency which show customers that the employee or service provider knows what he or she is doing. In knowing your customers you must also be aware of the needs and expectations of your internal customers and external customers in order to maximize satisfaction from both ends. Internal Customers are customers who are directly connected to the organization which usually includes stakeholders, employees, or shareholders . External Customers are those who are not directly connected to the organization such as your customers. Once Internal Customers are satisfied, external customers would see that through them and also be satisfied. For example if a employee approaches a customer lively, helpful and happy the customer would sense that lively, helpful and happy attitude and the customer would also project or give off the same attitude. When solving a problem for a customer or even being asked a question from that customer, the organisation should take into consideration the Customer’s Bill of Rights which states that customers should always be...

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