Customer service is also often referred to when describing the culture of the organization. It concerns the priority and organization assigns to customer service relative to components such as product innovation and pricing.
In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process, engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.
One good customer service experience can change the entire perception the customer holds towards the organization customer service may be provided by a person, for example, sales and service representative or by automated means. Examples of automated means are internet sites. An advantage with automated means is an increased ability to provide service 24 hours a day which can at least be a compliment to customer service by persons.
Another example of automated customer service is by touch-tone phone, which usually involves a main menu, and the use of the keypad is options that is press one for English press 2 for Spanish etc. However, in the internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. All online customers are literally invisible to you and you to them, so it’s easy to shortchange them emotionally, but this lack of visual and tactile presence makes it even more crucial to create a sense of personal human to human connection in the online arena.
Recently, many organizations have implemented feedback loops that allow them to capture feedback. At the point of experience, for example, National Express has invited passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.
Technology has made it increasingly easier for companies to obtain feedback from their customers. Community blogs and forums give customers the ability to give detailed explanations of both negative, as well as positive experiences with a company / organization.
Thank you for visiting my post about the video I found on Youtube. I hope it gives you a little insight into customers and how you should treat your customers. Remember, I appreciate you and what you have to offer. Check out what Allshouse Designs thinks about customer service.