Customer Service Essay

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

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

Khristianto, Kertahadi and Suyadi (2012) emphasized that customer satisfaction can be achieved if the final deliverable especially experience meets or surpasses customer’s expectations. In this context, customer satisfaction is regarded as a result of comparison between the consumption expectation and experience.

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

The three most important key components to provide good customer service are professionalism, communication and responsibility. A person with these three values can make him look more distant and better than other people who are engaged in the same field as he is.

Feedback and suggestions are powerful tools in the innovation process. Customers are the forefront of innovation, they give companies their thoughts on what they would like to see done with the items that they produce then the company then takes that feedback and builds on it until there is a product enhancement or even a new product produced.

We realize that customers are really important. Our expectations that customers are satisfied with our

You may offer a quality, well-priced product, but if a customer receives inferior service before, during or after the sale, future sales may be lost. Providing superior customer service in today 's competitive marketplace is crucial. Quite simply, customers are your business and lost sales through poor service means you will lose money.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Pursuing to meet customer expectations is a critical and strategic decision. It is not something an organization does simply to satisfy a standard but it is something does to stay in the business. Meeting customer expectations should be the ultimate goal. Although profit and revenues are very important, this is nothing compare the results of fulfilling customer needs and expectations. Everyone must involve in meeting customer expectations. All personnel should have the capability to meet what the customers expect them to do. Customers are only satisfied if their expectations are consistently met. To be competitive, expectations of customers must meet in a timely and cost effective manner.

Good customer service is the foundation of a cohesive, well run business; good customer service is tailored around the needs and wants of the consumer. Providing a level of service like this means paying attention to the customers needs and wants and delivering the product and service in a manner that makes ordering procedure as simple as it can be, doing this acts as a catalyst for profit in that it entices customers to return meaning they will know your product and save money in marketing and advertising (Hurlbert W., 2007) and spread the brand awareness and attract new customers through friends.

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

5. How can we deliver the value of the new product to meet our customer expectation