subject: All About Effective Customer Servicing [print this page] Today, when manufacturers are trying to push similar products in the market, the differentiation can be created only through services. For this reason, customer servicing is gaining immense popularity among businesses small and big ones alike. It involves catering to the expressed and unexpressed needs of the customers to enhance the overall customer experience. Consequently, it fosters strong brand loyalty and leads to return sales. Through references and word-of-mouth publicity, it also facilitates acquisition of new customers.
Commitment to Customer servicing is important
Providing routine services to customers and treating them as product extensions may fail to do the trick. It is important that throughout the organization, right from the top brass to the lower levels, a customer-centric approach prevails. The employees should be aware of the managements commitment to growth through excellent customer experience and work judiciously and tenaciously to achieve it.
Planning
A delightful customer experience is not a fluke, neither a product of circumstances and chance. Businesses plan extensively and strive hard to achieve it. Customer servicing should be developed and designed with keen planning and adherence to certain principles and guidelines. This will result in uniformity and standardization throughout the service delivery module.
Keeping track on performance and deliverables
Unfortunately, services often have a major intangible component. This makes the maintenance of the consistency and measurement of their immediate impact a tough job. Therefore, it is important that the businesses or service provider develop tools and tests to gauge and ascertain the impact of services through customer feedback, employee satisfaction, etc.
Developing employees and teams
Employees, particularly those at the bottom of the corporate pyramid, are the first contact point for the customers. They are instrumental in making or breaking the image of the business in the minds of the customers. It is, therefore, very important that they are thoroughly trained in serving and catering to the customers. Team formation is also an important function because the efficiency of the team will be critical to obtaining excellence in service. The team should work as a cohesive unit, with all members striving to achieve the same objective that is ensuring rich customer experience.
