As you move throughout the course, your theoretical knowledge of customer servic

Question

As you move throughout the course, your theoretical knowledge of customer service will grow and can be combined with the practical customer service situations you have experienced. For this post, please state your personal customer service philosphy and the reasoning behind it. Be sure to include details and specific examples that support your position. Use the following questions to determine your personal customer service philosophy. 1.How do you define customer service? 2.What do you believe customer service should be?

Explanation / Answer

1. Customer service implies to the assistance that a company provides to its customers who purchase goods & services. It refers to providing satisfaction to the customers regarding goods & services. Today, every organization ensures best customer service as customer are valuable asset for a company's growth.

Customer service add value to the commodities sold to the customers and encourages relationship between company and its customers. An organization ensures good customer service and for that it provides utmost training to its employees whom task is to serve its customers. An organization that provides each and everything demanded by customers is referred to as successful in the market sector.

Customer service can take the form of communication through phone call, e-mail, direct chat, etc. It is crucial in maintaining client relationship which brings revenues and profits. Customer service can be provided either by a person (customer care representative) or automated means of communication, for example, internet, touch-tone phone. Customers must be provided 24/7 service. Customer service also relates to having feedback from the customers so that the companies can improve their customer service.

2. A good customer service should be to achieve best customer experience. There are basic steps which must be followed when it comes to serve customers.

a) One should be very polite while serving or satisfying customers. In case, problem or issue arises, customers should be provided timely attention to the problem. Prompt resolution to e-mails and phone calls is significant in maintaining good relations.

b) Do not make your customers wait. Do not make them stand in queues or hold on call as it may end up in a worst customer experience. Try to resolve their issue as soon as possible.

c) Following up with the customers by arranging a call back or resolving their issue within 1-2 days is another smart move in ensuring customer satisfaction.

d) Customer care representative should be knowledgeable, smart, soft-spoken and courteous. They must have excellent listening skills as every customer wants to be listened. He should be updated with changes occured regarding customers. He must have up-to-date and correct information regarding products & services and company's policies & procedures.

e) Customers should be provided good responses: Bad responses may affect the business operations negatively impacting slow growth in the industry.

f) There should be transparent interaction with the customers. No information must be hidden from a company's end as it may be useful for the customers.

g) Company should ensure a healthy and trust-worthy relations with their customers. They must be loyal to their customers to make them permanent customers.

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