Customer service involves meeting customer needs and expectations through positive interactions. It is the purpose of a business, not a favor to customers. Excellent customer service is rare because it requires investment, skills development, empowering employees, and measuring satisfaction. Every customer has needs around service, price, quality, action on problems, and appreciation. Both external and internal customers are important to manage to create a unified vision of excellent service.
2. Managing Customer Service “A Customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption in our work, he is the purpose of it. He is not an outsider in our business, he is part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so”. Mahatma Gandhi
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4. Understanding the Topic “ Any instance when a customer comes in contact with some aspect of your organization and has an opportunity to form an impression about the quality of service and/or product you provide.” “ customer service is the ability of an organization to constantly and consistently give the customer what they want and need ” “ customer service is any contact, whether active or passive, between a customer and a company, that causes a negative or positive perception by a customer. ”
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Notas del editor
Define a customer first Difference between internal and external customers ? What do we mean by “good” customer service ? Good for whom ? Example of a company with outstanding customer service – for either good reasons or bad. Examples given included Eircom, Ryanair, Car Service, City Jet, Skerries Hospitality (pubs/restaurants) Evaluate the cost of change – inflexibility and elasticity of customer movement – particularly relevant for high value, low margin business. When does good customer service make you money ? Lose 1 customer in retail banking. Lifetime banking requirement = 30K PA x 40 years = €3,144,588 (4% CAG) Margin to the bank on this activity = 100 BP = €31,445 Lose 1 customer in Corporate Banking 10 years turnover = €10,000,000 x 100 BP = €100,000
Stats 10% of uncomplaining customers with a complaint will ever by from you. 20% of complaining customers with an unresolved complaint 90% of complaining customers whose complaint is resolved.
