20/12/ · An informational essay on how to provide superior customer service using these seven skills: The right attitude, Understanding the customer’s needs, Clear communication, Dealing with difficult customers, Business telephone etiquette, Customer service and technology, and Serving diverse populations 21/10/ · Customer service is a fundamental service tat a business sould provide in order to increase sales and ave a returning clientele. Customer service tus becomes a very important facet of a good business and of growing profits. In tis paper various questions will be analyzed, suc as wat good customer service actually means, and wat defines suc service Customer Service Essay Words | 3 Pages. to communicate with customers to identify and agree on product/ service specifications. It is crucial to be aware that customer expectations and needs will change from time to time and will be affected by market trends, fashions and
Essay about Good Customer Service - Words
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations. However, this process is not as easy as it sounds — customer expectations are a dynamic feature that ebbs and flows regularly in accordance with a essay about customer service range of factors.
However, when expectations are not met by the performance of your customer service representatives, customer dissatisfaction is the result. You can have the greatest service team, but if your customers perceive their needs are not being met, your service reputation suffers. Identifying Customer Expectations Because customer expectations are an ever-evolving process, it can be very challenging to know precisely what those expectations might be.
The best course of action is to take the question directly to your customer base through a variety of customer service research techniques. Provide incentive for them to complete that survey, such as entry into a drawing for an enticing prize. Next time you see a customer, ask if his expectations of your business are being met. If not, find out why and what you can do to make your service better.
Additional expectations essay about customer service arise from your customer research, which you can address on an individual basis. Benefits of Meeting Expectations. By accurately identifying those expectations, and meeting or exceeding them consistently, your company is likely to enjoy happier customers and a healthier bottom line, essay about customer service. As a result of these meetings, a list of customer needs is organized and prioritized. Product concepts are created and specifications drawn with the most important customer needs addressed.
In order to organize and evaluate the data, simple tree diagrams are often used, essay about customer service. The next step in the process is critical and often neglected: conducting one-on-one, in-depth interviews with the customers. This technique deploys a structured interview lasting 30 minutes to one hour.
The discipline behind the interview is to ensure that all areas in the discussion guide will be addressed without limiting the input from the customer to predetermined formats. In new product development, it is critical to solicit the Voice of the Customer to correct undesirable feature sets, determine most desirable value propositions, and understand future uses and applications of a new product. Not only does this result in new perspectives, it also increases customer satisfaction and loyalty when their ideas are implemented.
Additional research and refinement occurs until the product is launched. Now the Voice of the Customer is needed to assist the company in ensuring it is exceeding customer expectations.
Exceeding expectations is extremely challenging as customers continually upgrade their expectations. The involvement in delivering products and services that exceed expectations is the responsibility of everyone in the company.
In an on-going effort to dynamically measure customer commitment and track changes over time, Voice of the Customer tracking research was established. Telephone, mail and web surveys are the typical methods of collecting data from customers. Each of these methods has its advantages and disadvantages, all of which need to be evaluated. Speed, confidentiality and cost are the primary item trade-offs in the decision to use a specific method.
Questions are developed to obtain information on importance and the satisfaction associated with each performance attribute, essay about customer service.
A ranking model is then developed to help set priorities. Customers are usually guaranteed anonymity when responding to Voice of the Customer studies. Care must be taken in the drafting of the documents since an expectation of follow-up and improvement can be created and essay about customer service lack of follow-up will increase dissatisfaction.
If response rates are not adequate, several procedures essay about customer service be deployed to increase participation, including offering the customer an incentive for completing the survey.
If so, what was the general nature of the problem? A chart graphically depicts the overall results from the research. Each of the key satisfaction issues are plotted on the graph with the more important issues as rated by the customers being higher on the graph, essay about customer service. In this manner, the key strengths and vulnerabilities are charted.
An additional analysis is typically performed which determines which customers are likely to remain loyal and which are at risk. At risk customers are those the company is likely to lose because they are highly dissatisfied with the company. This gives a company a measurement of how many customers essay about customer service may lose to competitors. Over time, a comparison of the results allows a company to see how its situation has changed.
Feedback on results, implementation of improvements and areas where additional progress is still desired should be communicated to all employees on a periodic basis.
Demographic household information can also be asked and age, income and geographic region can be reported. Clear, consistent and systematic improvement is necessary to retain customers for life. Knowledge of good customer procedures is not innate. They do provide suitable training and support resources so that employees know what to do and are able to do it. Organisations should dedicate resources time and money for training and reinforcement.
Employees should be fully informed about company goals, the products and services. People can only do the job if they are given the right tools and objectives, essay about customer service.
It costs money to train people. It will cost more if you decide not to train them. the management does not know what the customers need and expect from essay about customer service service. Gap 2 is the lack of development between management perception and service quality specification.
Here managers are aware of customer expectations but are not committed enough to utilize the knowledge of customer needs and expectations as the basis for defining and specifying service quality standards. This may occur due to ignorance, lack of vision, limited resources, essay about customer service.
However, service delivery may be of poor quality owing to poor employee performance due to insufficient training. Gap 4 refers to the gap between service delivery and external communication which occurs due to pre-purchase promotional materials communicating unrealistic service levels which cannot be delivered in reality.
Again it can stem from being poorly briefed about the service by the sales staff resulting in over promise and under delivery. Employees by clarifying their roles in service delivery, training essay about customer service motivating them to perform well in their roles as co-producers. Gap 5 can be effectively closed by minimal promise and maximum performance. Free Essays Topics Essay Checker Hire Writer Login.
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20/12/ · An informational essay on how to provide superior customer service using these seven skills: The right attitude, Understanding the customer’s needs, Clear communication, Dealing with difficult customers, Business telephone etiquette, Customer service and technology, and Serving diverse populations The Importance of Customer Service in Healthcare Most people who are either working in or a consumer of a private organization expect good customer service when they need help. Most think of good customer service as a private organization as being very helpful when a customer has a question, wants a refund, and a clear understanding of what the organization is offering Essays on Customer Service. Essay examples Essay topics Customer Lifetime Value view essay example Customer Customer Relationship Management Customer Service 2 Pages. To manage and predict future growth as well as the profitability of a company it must understand its customers and its relationship with them. To understand this relationship and
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