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yes its very important
to keep sales as it is
make customer love product and donot go to some one else
no customer no sales
For a product oriented company it is essential to get people excited about it’s product. They also need to excel in and be praised for your customer service. It is crucial and must be possible to maintain this high level of user satisfaction with both customer service and product quality.
For any corporate / organization engaged in manufacturing and /or in the business of supplying the manufactured goods for the intended consumers, both quality of the product offered and the efficiency or quality of the service rendered are important for attaining desired revenues and sustainable growth.
Increasingly, corporate recognize the value of close relationships with their customers because customer retention in intensifying competition is more and more important.
In today’ s globalizing business environment, Competition keeps intensifying , consumer behaviour is changing, requirements for service quality is growing and technologies develop very quickly, customer expectations are increasing, margins are reducing, product life cycles are shortening.
An organization where the management perceives the quality expectations inaccurately, they are bound to fail and the it could be because of any one or all of the following reasons.
• Inaccurate information from market research and demand analyses.
• Inaccurately interpreted information about expectations.
• Non-existent demand analysis.
• Bad or non-existent upward information from the firm’s interface with its customer to management.
· Too many organizational layers which stop or change the pieces of information that may flow upward
· from those involved in customer contacts.
• Insufficient relationship focus.
Inadequate services recovery is another major area of concern.
It is critical for organization to understand the importance of service recovery – why people complain, what they expect when they complain, and how to develop effective service recovery strategies for dealing with inevitable service failures.
Bad service could be analysed and could be attributed to the following Gaps.
• GAP1: not knowing what customers expect.
• GAP2: not selecting the right service designs and standards.
• GAP3: Not delivering to service standards.
• GAP4: not matching performance promises.
Perceived services quality gap results in:
• Negatively confirmed quality and a quality problem.
• Bad word of mouth.
• A negative impact on corporate or local image.
• Lost business.
Therefore, for any corporate / organization to be successful, both the product quality and the services that at least meet the expectations of its customers, need to be the focus.
Great customer service is essential to help businesses attract and retain the customers they need to survive and compete against the big boys, and more so in a downturn economy. Where competition flourishes, customer service is essential to an organization's long-term viability.
There many reasons for that, but I will talk about one.
Competition was always based on several issues:
- Price: competitors started to lower the prices util they reached the minimal edge. Further they couldn't go
- Quality: Quality is affected by price. Besides companies are obligded to keep the quality levels as each level has it's own market.
Both issues have limits which cannot be exceeded, therefore, comapnies started to compete on the service they offer to the customers as this has no limit and the effect of good service attracts customers even if price is high.
good customer service makes the buyer comes back in your shop.. the people who communicate in customer is the sales person.. she/he must have the ability for good communication.. and be friendly service.. Smile is free anyway.. learn to be polite and always remember patience is virtue.. there is different person that everyday we could talk..
one best thing to do for us to give best service.. i mean all worker should take this in mind..
when you go out in work leave the problem there in your door and don't bring it in your work place.
In our world which is the twenty first century, communication is different, people's needs are different, the products sold in companies are different. People today ask more questions, are more confused. They aks themselves do i buy this product or that. so whenever the feel lost there must be a customer service center in each company to reply to this chaos and this stress through explanation of the features and why it is better. Customer service today became as we can say the face of the company. Employees at customer service deal more with clients than sales people or technical department or higher administration. So if the customer service is bad the client will in two seconds not more take a rational decision and go to another company. In our world today , people do not have time to wait and wait. they want everything now from food to data to assistance. For example if the internet connection is off in a certain company, they cannot wait too much for reply from the provider. Also if a certain machine is off or damaged, they need support, they need to have their business running. So bottom line if nobody is replying or if the employee is weak the the company will day after day receive a bad reputation and clients will start to think twice before calling or dealing with the company. Just because of customer service.
