Archive for Customer Service
“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” EfraimTurban – 2002
It is, then, the provision of satisfactory services to customers before, during and after the sale. It would seem self-evident that the better the customer service, the better would be the reputation of the seller.
Why then are there so many complaints about poor customer service? Why are not more businesses working to create positive memorable experiences for their customers? Would better customer service training help?
We know that a customer’s experience with an organization is everything. To the customer, the service they receive represents the entire organization. We also know that the customer does not expect the service to be perfect. They do, however, expect the company to fix the situation when things go awry.
When was the last time you received a truly positive memorable experience in customer service? If you are like me, it’s hard to think of a time that really stands out – perhaps at my bank where the tellers almost always ask, “Is there anything else I can do for you?” and they always wish you a “pleasant day” as you leave.
Why is this? Why are not more businesses creating a multitude of positive memorable experiences for their customers? Is it because their customer service representatives are not trained properly, assuming that they d receive training.
We know that a customer’s experience with an organization is everything. To the customer, the service they receive represents the entire organization. Research shows that although some customer experiences are negative and memorable for the wrong reasons, the majority of customer experiences with any given organization are “neutral” and highly forgettable. However, neither negative nor neutral experiences help a business develop the kind of long-term customer relationships it needs in order to become successful. The key is to train customer service representatives (CSRs) to provide the kind of service that customers want! That is what makes a business memorable – for all the right reasons! Read More→