A Good Customer Service Is An Outstanding Dynamic Performance

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Customers want to be treated in a friendly manner with honest, straightforward information and responses. They appreciate a customer service representative who is willing to admit mistakes and work to correct them. Customers who believe they have been misled stop doing business with the company. These ‘critical incidents’ are experiences that make the customer walk away and never return. They don’t complain, they just leave and share the negative service experience with others. The bad news spreads, leading the organisation to lose more customers and deterring prospective customers. Critical incidents can include broken promises that annoy and anger customers. Customers expect to be informed if a promise cannot be fulfilled. Finally, customers expect understanding and empathy from a customer service representative who is willing to see things from their point of view, especially when there is a problem.

Customer service can help to build positive relationships with customers, increase sales and lead to loyal and returning customer which can have a positive effect on the business and indeed the industry as a whole.

According to the Geneys Global survey, if a company push their customers to do self service instead of providing proper information from company side 60% of customers feel less loyalty towards the company and 15% are not willing to do business with company. Consumers are very much interested to communicate with company regarding the products and services. They love to ask questions and expecting a interactive relation. As per customer feedback, NzSales lacking good communication with the customers.

Customer service is extremely important within any business, as customers are vital to an organisation. Most customers are willing to spend a lot of money on the service and products provided; this means when customers have a query or an issue with a product or service, they expect the company customer service team to resolve their issue. Customer service should be organised and carried out to high standard.

Today’s customers are more aware and empowered, and have more bargaining power due to the exponential increase in competition – direct, indirect or substitute. In retailing, they want hassle-free shopping, have less time at their disposal to locate the shop and the merchandise and are reluctant to keep waiting. The modern format retail stores are doing their best to anticipate the customer’s demands and are going all out to redesign their store interiors, offer more choices in varieties and assortments, and are giving as many services as feasible.

Today in the face of fierce market competition, the decisive factor for the long-term prosperity of the company is strong trusting relationships with customers. Quality customer service is not only one of the competitive advantages, in many areas it has become the only competitive advantage. Quality of service is the new standard by which customers judge the quality of the product. Customer service is a kind of sale, because the good service makes the customer to come to you and to buy from you more often. According to the research of American Management Association, regular customers who buy from you again and again, because they like the service, provide an average of 65% of company sales. One of the main problems is that managers do not

Customers service is the highest priority within this firm which is not taken for granted. Therefore, it seems that the company understands that there is a constant need to enhance the quality of service by establishing three principles: customers are priority, it's essential to pay attention to detail and strive to exceed the customer's expectations.