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.
The level of service you provide has an impact on your image and your income
We recently escaped to a fancy resort for a weekend of relaxation, anticipating excellent customer service skills from the staff. In the lobby we were welcomed by a staff member with a clipboard. He asked if we wanted our breakfast delivered to our room in the morning, or if we planned to eat at the restaurant. We had just arrived. We had not decided. He seemed a bit perplexed.
Then he asked what time we wanted to schedule the 45- minute massages included in our weekend package. We had just set foot on the property. We had not even seen the villa. We hadn't begun to plan the next two days. He seemed a bit perturbed.
Give good staff the authority to make a decision and tell them to use their common sense to improve customer satisfaction.
A young man working for a big boss made an expensive mistake his first week on the job. at the end of the week the young man cleaned out his desk and packed up his things lo leave.
The big boss asked, "And just what do you think you are doing now?" "I'm leaving," said the young man. "I made such an expensive mistake, surely you don't want me to come back here again next week."
"Are you kidding?" exclaimed the Big Boss. "I just spent a small fortune educating you. You'd better come back next week and show me what you learned."