Customer Service As The Key To Organizational Success Essay

Any kind of business is able to operate only under the condition that there is a strong demand from its customers. This means that first of all in order to be successful, it is necessary to support this demand, secondly it is necessary to correspond to this demand and finally products and services, provided by this business, should guarantee customers’ satisfaction and in this way contribute to building the attractive image of the company.

Generally the term customer service is defined in the following way: “Customer service is the provision of service to customers before, during and after a purchase. Accordingly it may vary by product, service, industry and individual customer. The perception of success of such interactions is dependent on employees “who can adjust themselves to the personality of the guest” (Dall, Bailine, 2011, p. 1). Such important notion, as culture of organization, is defined usually exactly on the basis of customer service level there. There are a lot of components of customer service, including providing constant innovations in the sphere of services or products, working out flexible and affordable system of prices, versatile support and communication with customers and so on. For any organization, which aims at providing good customer service, there is a need to foresee special training for the employees in order to help them to organize their work with customers more effectively.

Sometimes the direct connection between customer service and financial issues of the company are overseen, which might lead to serious losses or at least lowering of the income. This is the reason, why customer service should always be present in the list of the steps for systematic improvement.

Face-to-face customer service belongs to the most traditional approaches to communication with customers of the company. Hundreds of years have passed, since people, involved in business, realized that such things as greeting as the customer, who walks into the door or suggesting him a cup or tea or coffee, if he is to wait for his turn, are the minimum necessary approaches, which have a significant impact. Often there is a special person, a kind of receptionist for example, who pays his greatest attention to the customer, at the moment, when he arrives or initiates communication. Talking about the final phase of communication, when the product was bought or the service was received, there is also a need to take concrete steps to find out about the level of customer’s satisfaction and be sure that everything possible was done for him to come back again. These are only examples; the key idea here is that communication with customers, which is built on concrete principles, is vitally important for customer service. However, apart of classical face-to-face communication, there are other types of it, which appear and disappear, depending upon various social and technological factors. In other words, nowadays, along with rapid development of technologies and their application in the process of communication, customer service needs to be adjusted to them as well. There are a lot of examples of automatic means, which are used by modern organizations, to provide customer support to their clients, for example Internet web sites. One of the strongest advantages of this type of customer service is its 24 hours availability. Certainly in order to organize this system properly, it is necessary to consider some peculiarities of this type of communication with customers. “”Online customers are literally invisible to you (and you to them), so it’s easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena.” (Dall, Bailine, 2011, p. 3).

Overall, the meaning of customer service could never be underestimated in any kind of business or at any organization, as it is the key to its financial success and growth.

 

References:

Dall, V., Bailine, A. (2011). Service this: Winning the war against customer disservice (1st ed.). Last Chapter First

The terms offer and acceptance. (2016, May 17). Retrieved from

[Accessed: March 29, 2024]

"The terms offer and acceptance." freeessays.club, 17 May 2016.

[Accessed: March 29, 2024]

freeessays.club (2016) The terms offer and acceptance [Online].
Available at:

[Accessed: March 29, 2024]

"The terms offer and acceptance." freeessays.club, 17 May 2016

[Accessed: March 29, 2024]

"The terms offer and acceptance." freeessays.club, 17 May 2016

[Accessed: March 29, 2024]

"The terms offer and acceptance." freeessays.club, 17 May 2016

[Accessed: March 29, 2024]

"The terms offer and acceptance." freeessays.club, 17 May 2016

[Accessed: March 29, 2024]
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