customer service

Examples of customer service in the following topics:

• Customer Service as a Supplement to Products

  • Customer service is the provision of service to customers before, during and after a purchase.
  • The importance of customer service varies by product, industry and customer.
  • From that perspective, customer service should be included as part of an overall approach to systematic improvement; the customer service experience can change the entire perception a customer has of the organization.
  • Customer service may be provided by a person, such as a sales and service representative, or by automated means.
  • This is a form of customer service.

• Resolving Problems Quickly

  • The best method of resolving problems - often before they arise - is through the delivery of excellent customer service.
  • Customer support is a range of customer services to assist customers in making cost effective and correct use of a product.
  • Through effective and attentive customer support, any potential problems that the customer has with a product or service can be resolved quickly and cleanly.
  • In general, technical support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.
  • Describe how automation and tech support tools are used to resolve customer service issues

• Delivering Excellent Service Quality

  • Customer service is at the core of any successful business, as it provides an incentive for customers to come back.
  • Maintaining a consistently high level of customer service is a challenge for any company.
  • It comes across in a business and its employees' attitude, customer treatment, and approach to customer service.
  • Customer service should be included as part of an overall approach to systematic improvement, as a customer service experience can change the entire perception a customer has of the organization .
  • This owner can easily charge a premium to the customer for this level of service and the customer will gladly pay for it.

• Customer Concerns

  • B2B companies typically implement client services or customer care processes to address customer concerns and enhance customer satisfaction.
  • Nearly every brand must have a client service or customer care process in place to address customer concerns and enhance customer satisfaction.
  • Account or sales managers are often a B2B company's first line of defense when it comes to flagging and responding to customer complaints regarding service disruptions or product malfunctions.
  • Merging this data with customer service Key Performance Indicators (KPIs) also helps direct the company's attention to areas where customer feedback can make a positive impact (e.g., cost savings, service improvement) on the overall organization.
  • B2B companies usually have customer service programs in place to quickly and adequately address customer concerns.

• The Development of Value-Driven Firms

  • Some people focus on customer service, others on customer experience, others on lifetime value for a customer; many companies believe that having a customer service department is all it takes to create customer value.
  • A new practice called Total Customer Value Management (CVM) involves a total focus upon the customer.
  • Aligning every function to the customer, discussions with key officers, and assigning customer roles
  • Incorporating Customer Circles and propagating them.
  • Voice of Employee will be captured through the Customer Circles and Employee Value Add, and the Voice of Customer and Voice of Competitor will be captured by Customer Value Added (CVA).

• Inseparability

  • A barber is a part of the haircut service that he delivers to his customer.
  • Consequently, customer service training for staff has become a top priority for many companies today.
  • The process of service delivery is crucial since it ensures that the same standard of service is repeatedly delivered to the customers.
  • The concept of inseparability does not mean that the same service will be delivered to each customer; rather, it means that the same standards of quality will be applied to each service.
  • A barber is a part of the haircut service that he delivers to his customer.

• Heterogeneity

  • However, the same is not true of the service rendered by the same counter staff consecutively to two customers.
  • Given that services are heterogeneous, it is essential that each and every customer receive excellent service.
  • Heterogeneity of service quality does not imply that no two customers can receive great service, it just means that no two transactions can be repeated identically.
  • Marketers can leverage the service offering to differentiate themselves from the competition and attract customers.
  • When the physical product cannot easily be differentiated, there is scope for customizing the service per customer requirements.

• The Importance of Customers

  • To understand how important customers are to sustainability, it's first necessary to define the word ‘customer'.
  • Customer transactions are a two-way exchange.
  • Every paying customer wants something from the business that has a product or service that is wanted and the business wants something from paying customers in return (money).
  • This two-way, give-and-take service scenario allows the word ‘customer' to be classified into two categories:
  • External customers: the people that exchange money for a product or service, and

• Customer Relationship Management

  • A business must attract new customers; and, perhaps more importantly, hold on to its current customers.
  • Because repeat customers are more profitable.
  • CRM uses technology to organize, automate, and synchronize business processes—principally sales activities in addition to marketing, customer service, and technical support.
  • The overall goals are to find, attract, and win new customers; to nurture and retain the customers the company already has; to entice former customers back into the fold; and to reduce the costs of marketing and client service.
  • Discuss how organizations use customer relationship management (CRM) to retain customers

• Reminding and Retaining Customers

  • The emergence of database technology for developing personalized products, ads, and services for specific users with particular profile attributes has helped organizations tailor their offerings for existing customers.
  • Product bundling (combining several products or services into one "package" and offering them at a single price)
  • To retain their customer base and satisfy customer requirements above those of competitors, brands must engage in the following process:
  • It also counteracts the theory that new customers must be gained at the expense of losing older customers.
  • Nurturing customer relationships can lead to customer referrals and new business.