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To make your company competitive and attractive to job candidates, you have to offer an exceptional total benefits package. That makes it a very important part of your business planning and management process if you hope to hire (and keep) top employees.
Customer service is the provision of service to customers before, during and after a purchase. "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."
The importance of customer service may vary by product or service, industry and customer. The perception of success of such interactions will be dependent on employees "who can adjust themselves to the personality of the guest," according to Micah Solomon. 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. A customer service experience can change the entire perception a customer has of the organization.
Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other key performance indicators.
The global recession has played a big role in poor service provision as well, many service providing organisations have had to restratergise on their finance which has resulted in a reduction of staff numbers and in some cases a lowering in calibur of staff members making higher calibur staff members with high salary expectations dedundant and repalcing them with staff who are willing to work for less. This however often has a negative impact on service level deliverance and thus service level agreements are not met which is highlighted by poor key performance indicators which in turn could cost the service provider dearly.
The customer service department at most companies is the most important Dept for several reasons :
- This section can come profits for the company.
- This section ensures the continuity of the customer in dealing with the company.
- This section is to interface the whole company , if was okay and contains people with experience , so the whole company would be with a good reputation .
As for the customer service department functions and divisions:
- Pre-sales service : Here is the explanation to customers about product and specifications ( a car, a personal computer , mobile, Advertising ... ) and push the customer to Completion the deal when he was known as the basic qualities and be their need .
- Service during the sale : here are explained in detail more than the previous section and the employee in charge here familiar with the product ( how to use it , how to get the best results from it ....) are explained fully to the customer in order to feel respect for the company to him.
-After-sales service : When you have any questions about the product or technology or technical problems it nessecary to solved by this section ,so it must contain great technicians and strong experiences ,
and it must contain administrators are familiar with the great customer to calms down and absorb his anger .
All of this sections cooperate with each other to successful customer service department in general, and thus the success of the work of the company and the continued confidence of its customers and ultimately increase profits and the company grow and become stronger.
FIRSTFUL WHEN I SERVE SOME CUSTOMER I DISCUSS ING WITH HIM FOR ANY SERVICE
dear nadia,
in reading this question and reading the description under i see two different questions to be answered.
the first is geared toward customers the seconed towards candidates joining a firm.
the second part has been explained by you which is a description i a gree with.
as for customer service as a whole i believe if a company is customer focused,and customer satisfaction of an essence then a cutomer service management team should outline company policy ,and standard operating procesures that are acceptable by the company and still deliver the customer focused attention that is required.
bear in mind that there is a cost for such service,servicing a customer and bring him to a state of satisfaction is not free ,thats why we always use standard operating procesures.
but the benefits usually are greater than cost of service as customers are a valuable asset in adding value,profits,and ensure that we receive free word of mouth marketing.
Customer Is a Greedy Animal : It Never Works -We have to give Our Best to Get the Best from the Market/Product.
