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Developing an effective strategy to create and maintain internal and external customer satisfaction will create a competitive advantage for a business.An organization’s customers are categorized into two groups: Internal and external customers.
No matter how great your customer service is, at some point you will have to deal with an unsatisfied customer.
The way you handle the situation tells a lot about your business.
Customer service sets great businesses apart from the rest. Keeping those customers happy means being responsive to their needs and wants.
A good customer service experience can turn a one-time customer into a lifelong repeat customer. Excellent customer service can turn into positive word of mouth.
Customer service should come into play long before any problems or issues arise. For example, you can offer manuals for products that you sell, include troubleshooting tips on your website, offer a FAQ section and make sure that customer service contacts are prominently available for online and real world customers.
Make yourself or your employees available to answer questions and help lead customers to the products or services that best fit their needs.Normally, it is more costly to acquire new customers than it is to maintain existing ones.Therefore, dissatisfied customers will more often than not inform their friends and family members about their customer experience making it unlikely for the latter to become new customers.believe that outstanding customer service is paramount to achieving success in a competitive business environment.An organization with high customer satisfaction score will gain a bigger market share than an organization offering poor or unsatisfactory customer service.Japanese organizations are the leaders in customer service.In particular, customer service in Okinawa is top-notch.Therefore, management should ensure excellent customer service is provided across all departments within the organization.At the same time, departmental heads should ensure that employees understand their roles in the overall success of the organization.Conduct special training sessions dedicated to customer service so that your employees know how to handle themselves, keep a cool head, answer common questions and know who to refer more complex issues to.Empower employees to provide strong customer service by giving them the skills to work well with customers.