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All customer service organisations should be looking to provide value added services to their clients, it is also important for them to form a partnership with their clients in order to obtain a good understanding of their clients core business purpose. In this way they will be able to provide a taylor made service to suit their clients requirements and stay a step ahead of all other client service provision competition.
Every company is into customer service, but an exceptional customer service gives a company a edge above your rivals. An exceptional customer service has to do with going extra miles to satisty your customers and leaving them with that ''WOW" effect
switching to exceptional customer service isn't easy nor is it free,it is costly and require the company to employ KAIZEN methods and others standardization methods.
but if a company can provide exceptional service ,that already means that the company is well qualified in its field and gaining customer satisfaction triggers the word of mouth free marketing and increased customer business and future referrals.
i do see more companies are going down this road, but success is still to be measured if it outweighs the cost.
Because to sell any product and service customers are needed if all customers run away with bad and pathetic service no one want to buy the product or service offered because after sales support or customer service is poor then no matter you have a best product/service it matters as ...customer is always "KING"
Well due to the rapid globalisation and the increasing competitive landscape, its easier to retain a customer then to attract a new customer. Engaging a new customer increases admin and marketing expenses. Hence,companies prefer to improve the customer service from ordinary to extraordinary level to retain the customers as the switching cost to the customers mostly low.
companies primarily looking for somebody whom can speak well and can entertain customers fluently with all the knowlege.
Selling senarios have changed from past decades .
- Previously production was in focus, no matter what ever customer needed . A product was developed and pushed into market for customer to purchase. (Push Model )
- It then evolved into other phases , knowing customer needs and meeting those needs. (marketing and consultative selling )
And Finally today is tha age of Partnership between customer and Organization where both are benefitted out of realtionship.
Today many company offer value added service to diffentiate interms of customer service with other companies. In this way , exceptional service helps in creating more loyal customer as well as retaining existig customers. It acts as a competitive advanatge.
In todays era of rapid technological advancement where customers can look for the altenatives and can give there views about the companies products and services.It can affect the companys image in a much larger way in terms of both positive and negative .
For example there are so many mobile companies operating and to be a maret leader and have a good brand image companies need to give exceptional customer service,so that they can build a good image in the minds of the customer. Ordinary customer service can in a very big way afeect the company in achieveing its goals and will be detrimental for the success of the company.
