Customer Service From The Customer’s Point Of View

Customers today expect world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. A business’ customer service representatives are the face and voice of the company. Businesses today realize the value these frontline employees bring. Those that invest in their employees' success see the quick return on investment that customer service train­ing provides.

According to a Santa Clara University study, the customer is more likely to get what they want when the employees like the customer.  Customers can help by showing common courtesy, acknowledging when the employee is being helpful, complementing their service and offering to submit a positive review to the management.

From a customer point of view the definition of customer service is: "Customer Service is a function of how well the business is able to frequently and consistently exceed the expectations of its customers."

How well is your business doing when compared to that metric?

Can you see how these customer service definitions puts the organization first, and the customer second? This seems logical, of course, since it’s the organization doing most of the work in customer service, and not required of the customer.

The definition of Customer Relationship Management: The principles, practices, and guidelines that a company follows when interacting with its customers. From the organization's point of view, this entire relationship not only encompasses the direct interaction aspect, such as sales and service related processes, but also in the forecasting and analysis of customer trends and behaviors, which ultimately serve to enhance the customer's overall experience.

Customers expect a business to have what they want, when they want (or need) it and at the best possible price. They also want the business to show appreciation that they choose the business where they made their purchase. If they have a problem with the purchase the customer expects the business to help with or deal with that problem to their satisfaction no matter what (or who) caused the problem.

If the business is perceived by the customer to fail in any aspect of the transaction there is a distinct possibility the customer will use social media to take the business or brand to task. This can happen, in many cases, with no real interaction with the business post sale.

A happy customer is far less likely to praise a business than an unhappy customer is to complain about one.

What is your company doing to both serve your customer and improve your understanding of those valuable customers? A quick call to SMART Service Desk at 602-235-0975 can get your new year off to a profitable start.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com