CUSTOMER SERVICE FOR BUSINESS OWNERS

 

You think you know what customer service is?

Customer service is everything an organization does to meet and exceed customer expectations, create a memorable experience and cause customers to return and do referrals. It is how customers feels when they have finished transacting with you.

FACTOR TO DETERMINE A GOOD CUSTOMER SERVICE

1.     Quality of product or services

2.     Culture of organizations: The way your employees treat your customers

3.     The Individual delivering the service: The right attitude is needed.

4.     The customer: Different mood and characters

5.     Specific point or stage in the customer transaction (moment of truth): This is where the customer judges the organization

In service quality, there two conditions to consider; Tangible and intangible. Tangible refers to the things the customers can see or feel for example the cleanliness of your office; while the intangible refers to the things they can’t see like your staff attitude.

There are three categories of customers:

·        External customers: People who walk in to patronize

·        Internal customers: Your employees

·        Cooperate customers: Other organizations that patronize you.

BENEFITS OF OFFERING EXCELLENT CUSTOMER SERVICE

1.     Increased business revenue

2.     Word of mouth marketing

3.     It helps innovation and growth

4.     Customers are willing to pay more

5.     Employee retention and satisfaction.

In our next article we will be delving further into the topic of customer service. See you.