In
today’s aggressive world, simply meeting customer expectations by delivering
the right products is not enough. The
way to differentiate your organization is through customer service innovation. This enables an organization to meet the
needs of its customers. Great customer
service is when an employee goes beyond the normal customer expectations. This is called thinking outside of the
box. By expanding the customer service
boundaries, you will open new opportunities to create customer value and
happier customers. Organizations need to
analyze the customers’ needs and expectations.
Developing a strategic customer service program that adds new value to
the customer is essential to a successful program and dealing right away with
customer issues. There are critical
first-mover advantages. The risk of not
moving fast is the real possibility of losing your best customer as they pursue
other avenues to resolve their issues.
As a company you have total control over good customer service or bad
customer service.
Customer service has become a top strategic
priority for everyone. Major companies
are rededicating themselves to serving customers. Relationships are the foundation of customer
service excellence. Service is the glue
that holds relationships together. Being
responsive to the customer is the most important thing that an organization can
do and being spontaneous to the needs of the customer is the other. Pleasing customers begins with service
outreach. Organizations are spending
more time in hiring, training, motivating and measuring performance of all
employees. The training is a key to
great service. The employee must be able
to articulate a vision that aligns with the needs of the customer. The difficulty of changing the old accustomed
way of doing things to the new strategic way will not be easy. Even the most trained managers know that
service can become a nightmare if not managed carefully. Respect is one of the most important factors
that must be included when dealing with any customers.
"Your job give you authority. Your behavior earns you respect."
Irwin Federman
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