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How to provide high quality customer services? by James Brewberry
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How to provide high quality customer services? |
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Business
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Today, one of the most decisive things for prosperous business are reliable and confidential relations with consumers. High quality customer service is not only one of the competitive preferences – in some cases this is the only competitive preference. Quality of customer service is a new standard that allows clients judging about product quality. Not in all companies they understand that customer service is sales. Why? Because good customer service will make consumers came back to you over and over again and buy more. According to the study held by the American Management Association regular clients that buy from you all the time, provide in average 65% of company’s turnover. One of the main problems is that managers don’t want to consider customer service as a marketing strategy. Many of them tend to think of it as after-sales service related to a complete deal, but not future sales. Such position is a reason why so many consumers complain about bad customer service. Researches also show that customer service improvement becomes very effective key to increasing sales volume and incomes. “Electrical Contractor” magazine mentioned that in our service oriented society service has become more important factor of company’s success than quality of its product. Thus, if you want to have more preferences than your rivals, you will need the following conditions: 1. Participation of the management. This is the main rule for improving customer service. Avoid using screaming slogans that say “We love you” in case higher management doesn’t believe in individual approach to every client. Everything top-managers say and do must prove their devotion to the claimed principle. Unfortunately, many managers are devoted to hollow promises. 2. Good financing. Company must provide money for professional development and realization of service strategy. 3. Customer service improvement. Service improves, and clients notice that. Customer service in your company must be way better than that provided by your rivals. 4. Trainings. Employees should be well trained to know how to implement service strategy that meets clients’ requirements and needs. If you want to improve your business, you shouldn’t neglect teaching your employees how to provide high quality customer service. 5. Teamwork. Employees always have to work as a team and help each other. Different departments mustn’t compete, but support each other. 6. Participation of every single worker. Each employee must realize that their work influences the way consumers take quality or service and products. From the point of relationships, high quality customer service is: - care; - politeness; - honesty; - readiness to help; - efficiency; - availability; - friendliness; - knowledge; - professionalism. If your service includes all these things, be sure quite soon you will get more customers. Knowing what consumers want and wishing to meet their needs will never make you provide bad customer service. Instead, such service is worth praising.
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