Customer Service Management
Customer service management has always been a concern for many businesses. It is becoming a bigger issue, as many organizations realize the advantages of managing the relationships with customers. The benefits of good customer service management will increase, as an organization begins to provide effective and efficient customer support. Small and large organizations should embrace the importance of developing a good rapport with customers. It is always helpful to stay informed on the latest techniques that can enhance one’s abilities to develop a valued relationship with customers.
Great customer service is vital to support the long-term growth of a business. Good customer service is the lively hood of any organization. Many companies have sales and offer many discounted promotions to bring in new customers. This type of strategy is great and works good, but unless those same customers want to continue to do business with your organization, the business will not thrive. Good customer service will bring repeat and referral customers. If a customer leaves an organization with a positive experience, they will pass it along to others.
Referrals are great for a company; it means that a customer has gained trust in the business and thinks well of them enough to tell another about their product or service. (McNair, Perry, 2000). A vital aspect of managing great customer service is being able to form a relationship with the customer. When attempting to form a relationship it is important to be watchful of what is said and not said. If a business fails to form a relationship with a potential customer, they will potentially loose business to someone who has left an Impression.
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Being courteous is one great way to leave a lasting impression. A few key practices will help ensure a business is on the right track with providing great customer service. (McNair, Perry, 2000). A business should always answer the phone. The speaker on the other line should make sure to say the name of the business, so the customer will be sure they contacted the right business. If the person at the business does not clearly state the business’ name while answering the phone ,it can make the customer unsure and uneasy. It could possibly make them feel they are being deceived in some way.
An organization should not let the customer believe they are going to receive services that the organization can not provide. A business should be reliable. Reliability helps build a trusting relationship. If any portion of an agreement changes between a business and a customer the client should be notified immediately. This shows the customer that the business is being up front and keeping them informed. If an agreement is broken, with no fore warning the trust is also broken with the customer. Organizations should always listen to their customers.
It is important to find out exactly what the customer wants. When a business does not listen to their customer, the consumer will leave that establishment without their needs being met. By listening to the customer, the business can give appropriate responses and suggestions to make a good decision of what would be best for that particular consumer. Customers have different needs, and a big part of customer service is knowing how to serve the consumer. (Zemke, 1998). Providing good customer service also means dealing with complaints.
Complaints let a business know what areas they can improve on. If a customer is dissatisfied with a product or service, it is vital to discuss the situation with the customer. Talking with the customer lets the business know where it went wrong, how it can do better and how to rectify the situation with the dissatisfied customer. It is also critical to keep one’s composure. It is easy for a complaint to create tension between the business and the customer. It is important to stay calm and reassure the customer that the business can make right, what went wrong.
( Boden, 2001). When dealing with an angry customer it is important to know the answers to the questions they have. This will help lower any hostile behavior they have towards the you, because they see you are trying to help. The customer wants their problem solved right then. If you can’t solve their whole problem, just trying to help them will ease their anger. If they see you as making a genuine effort on their behalf, they are much less likely to be hostile towards you personally. (Boden, 2001).