How To Improve Customer Service Articles - Your Company's Value Proposition
Customer service is the provision of service to customers before, during and after a purchase. According to Jamier L. Scott “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
Customer service is considered an integral part of a company's customer value proposition whether it's provided by a person or by automated means called self-service, in person or online.
Read our tips and advice about bringing customers back, sending them away happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
There Are Moments In Life When Someone Says Just A Few Magic Words That Become Powerful Beyond The Speaker's Imagination
They improve customer experience in a broad sense and can shape lives.
Perhaps this has happened to you. It has to me - twice, and both times the efforts to improve customer service had a profound impact.
The first magic moment to improve customer experience occurred in 1972 when my high school science teacher, Stan Rhodes, challenged his students to see who could build the strongest bridge using just a limited amount of balsa wood and glue.
The most listened-to radio station in the world is WII-FM, which stands for "What's In It For Me?"
Some people use this question like a trump card. Answer well and you will get my cooperation. If your answer is insufficient I may ignore your question, request or even the entire situation.
I'm tired of this question being used so often and with such depressing power. Here's why: Little kids go for individual and immediate gratification: "Give me," "I want," "It's mine."
An engaging service vision for your customer service training program
During A Cold Winter Season, Smart Organizations Get Busy Preparing For Spring. One way to prepare is to design (or confirm) a clear and motivating vision of what you want to become. Back this vision up with customer service training and other measures and you can transform your business for the better. Your engaging service vision is one of the "12 Building Blocks for a Superior Service Culture" we teach at UP Your Service! College. This vision can serve as a guiding light for customer service training and to focus your efforts now and in the future.
"You Can't Complain On A Saturday"
I paused, certain that I'd misunderstood. "Pardon?"
"Our Complaint Department is only open Monday through Friday from 8:30 a.m. to 5:00 p.m. Central time. You can call back and share your complaint during those hours."
It was hard to believe that I was hearing this from a customer service rep of a major U.S.-based international airline - one which operates all over the world, 24 hours a day, 7 days a week, 365 days a year.
Commitment to customer service excellence
I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. When fragmentation on the inside is experienced by customers on the outside, real trouble is brewing for the brand and any changes of being known for customer service excellence.
My student, KP, bought a new notebook computer at his nearby Mega-Mall. He was already brand-loyal - this was his fourth computer in a row from the same company. He believed in the company's commitment to customer service excellence.