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Order your customer service paper at affordable prices with! Before I get into further analysis of my own personal experience, I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success.
An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent, smaller businesses have the advantage of selecting employees that possess excellent customer service know how and capabilities.
The customer service department should also be extremely familiar with the inventory, services, and policies entailed in the store. Knowledgeable employees satisfy customers. For customer service face-to-face, employees should concentrate on their own appearance.
A sloppy look, chomping on gum or an employee lacking hygiene can negatively reflect on the company. Having a dress code or grooming evaluations can motivate employees to excel in face to face situations. Every small aspect involved can affect the business as a whole. Once the right staff has been hired, there has to be an example set for them to follow.
Rewards are a good incentive to inspire employees to go the extra mile. Establishing employee of the month recognition programs, giving gifts, or verbally acknowledging accomplishments are good ways to drive the staff toward the set out goals of a business.
When people consider their own preferences, they may be more apt to see where the customer is coming from. It is important to have the dual goal in mind of keeping the customer happy and at the same time working toward benefiting the business.
One way to keep this practice is the LEAR method of handling customers.
All employees should try and practice this method of handling customer problems, with the end goal being to send the customer away in a good mood. Treating people the way they want to be treated is generally a good approach to a problem. With a well trained and qualified staff, the customer service department has a better chance at success.
In general, the employee should first listen to what the customer has to say without interrupting them. At all times, the employee should stay very calm, it takes two to make an argument.
They should give an indication that they understand and sympathize with what the customer is saying. The problem then should be logically analyzed.
There should be a differentiation between the assumptions, facts, generalizations, and emotions. Try and find out exactly what happened by digging for the facts and not placing blame anywhere. Then, try and read the person better to figure out what the true problem they are having really is.
Are they actually angry at what is happening right now, or are they just in a bad mood and looking to release their problems somewhere? One of the easiest questions to ask is What can we do to make this right so you are a happy customer when you walk out the door, when you hang up this phone, etc.?
Take full responsibility for finding a satisfying solution, and make sure to see the customer through to ensure they are getting what is owed to them. The response made should call for immediate action to be taken if it is possible, this will make the customer feel important and raise their level of satisfaction.
Many times the problem can be simply solved by letting the customer talk to someone in authority. This also raises the level of satisfaction with a feeling of importance. It is good to never view the problem as insolvable; customers will spread the word of dissatisfaction to other people which will further hurt the business.
A good idea is to ensure the customer that methods will be taken to prevent this problem from happening in the future. Employees can make a difference if the customer feels that they are making a difference on the business.
Many companies learn that effective service recovery heightens customer loyalty.Customer Service Essay; Customer Service Essay locations * identifying and explaining uncontrollable reasons for short falls in service performance * offering customers different levels of service at different prices and explaining the distinctions * ensuring that the communication materials reflect those service characteristics that are.
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“Customer service isn’t about telling people how awesome you are, it’s about creating stories that do the talking for you.” This is a stellar example of doing exactly that, and Morton’s deserves all of the attention they received (and more) for making it happen.
Mama Products' Customer Service Strategy As Lambert and Stock () defined it, the customer service represents the output of the logistics system and /5(1).
Jul 14, · Customer Service Essay Customer Service - Words. Waiting Times Influence Our Dinning Experience Customer Service has decreased in the last decade. Many factors influence customer satisfaction.
In the restaurant business, waiting time is an important factor.