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Very few customers will let a company know of their dissatisfaction after using their products or service. Others simply walk away and seek services from your competitors. Unfortunately, there are those who will share their bad experience with their friends, family, colleagues and so on. And in this era of social media, others will publish their frustrations online thereby fast-tracking the spread of the bad experience they had to other customers and potential clients. Therefore, good customer service is the backbone of an organization and companies should strive to offer the best experience possible to each customer it handles.
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
Promptness: Promises for delivery of products must be on time. Delays and cancellations of products should be avoided.
Politeness: Politeness is almost a lost art. Saying ‘hello,’ ‘good afternoon,’ ‘sir,’ and ‘thank you very much’ are a part of good customer service. For any business, using good manners is appropriate whether the customer makes a purchase or not.
Professionalism: All customers should be treated professionally, which means the use of competence or skill expected of the professional. Professionalism shows the customer they’re cared for.
Personalization: Using the customer’s name is very effective in producing loyalty. Customers like the idea that whom they do business with knows them on a personal level.
How Efficient Customer Service Experience Contributes to the Bottom Line
The customer may not always be right, but he does pay your bills. That’s something to consider if you’re tempted to argue with a customer over principle–you may achieve some self-satisfaction, but you will probably lose a future revenue stream and may create a new spokesperson for your competitors.
By providing outstanding customer service you make more money. When they experience great service, your customers are able to build trust in your organization thus they easily become repeat customers. Little things like friendly greetings, discount coupons and thank-you notes can go a long way toward building long-lasting–and profitable–relationships.
By providing good customer service, you directly contribute to positive word-of-mouth marketing. According to Steve Cox, a spokesperson for the Better Business Bureau, “this is the holy grail of brand-building.”
Customer service begins with you. By hiring and retaining service minded people, training them properly to provide excellent service is a good start. To keep track, conduct customer surveys, as well as occasionally checking in on the employees. Small things like how they answer the phone are key indicators. A friendly, pleasant and relaxed environment will make your customers happy and benefit you and your staff as well.
A customer’s emotional experience during their interaction with your company affects how much they are willing to spend. So by really focusing in on the quality that your support team offers, you can make customers feel happy and valued, which will directly impact sales.
A good reputation could be the difference between an average business and a very successful one. Bad news travels fast and far, and is remembered more than good news. In fact, twice the people hear about a bad customer service experience than a good one. Therefore, you are better off taking time to address the issues that your customers have, because this will enhance your company’s reputation thereby leading to more customers in the future.
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