Have Great Products? Have Great Prices? It's Customer Service That Wins The Game.

What is customer service, really? When companies provide labor and other resources

to increase the value that buyers receive from buying their goods and services as well as from the process leading up to the purchase, it is known as customer service. The global economy is seeing a rising dominance of the service sector and it has led to customer service becoming more important. Customer service has direct impacts on individuals, households, firms, as well as societies and is becoming more widespread and expected. The concept of customer service originated with the craftsman economy of the 1800's in which individuals, as well as small groups of manufacturers, competed to produce arts and crafts that met with the demand for such products. Ever since the 1970's rising international competition has forced producers to improve the quality of their products and services as customers have come to expect more than just the product itself. A great way to improve an organization's level of customer of service is through the use of customer service forms.

Companies that can improve their performance and outdo their competitors are able to establish and maintain a customer service difference. This difference can be in the form of outstanding customer service which is difficult to copy. To provide customer service that is consistently superior to that of the competition companies need to carefully design, as well as execute, a complete system of activities that comprises people, capital, technology and processes. Companies also need to have a culture ingrained in their operations and employees; which requires recruitment, training, and empowering individuals. It is also important to hold employees accountable within the organization's framework of ideology of service.

The basic tenets of good customer service requires delivering a service that begins with understanding the needs of the customer, which in turn means understanding that customers often do not know what they want or the reasons for wanting a particular good or service. Good customer service means the customer gets added value, the customer should not feel bad about how he or she has been treated, and also means finding and retaining the best front line staff. By providing better training, coaching, and motivation to its employees a company may improve its customer service and ensure high, industry standard setting standards. It is also important to keep a close watch on the performance levels necessary to achieve a high quality of service.

Managers need to set standards, compile information, and benchmark their operations by using customer feedback to avoid problems and improve productivity and quality of service. It is important for the company to create a good first impression and provide a high level of customer service throughout the sales cycle. With customers having more money to spend these days they are increasingly demanding better customer service and need to be treated well in order to make a purchase. In fact, good customer service is the lifeblood of today's business environment.

In order to provide good customer service, the business needs to have its staff answer the customer's inquiries when they need the help; which can be at any point through the purchasing process. It also means not making any promises unless they can be kept, as reliability is one of the key components to a good relationship with the customer. The customer service personnel that interact with the customer should be a good listeners, should allow the customer to speak, and get him or her to feel that their problem is being listened to and being responded to appropriately.

Complaints should be dealt with by giving them complete attention which should help please customers who may otherwise stay unsatisfied. A helpful staff should proffer all available help and advice and be well trained to always be helpful, courteous, and knowledgeable. Staff should be taught to provide customer-pleasing decisions and not ever respond without have a good understanding of the customer's problem.

by: Wade Anderson

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