Customer Service
Customer Service Research Paper
Before I get into further analysis of my own personal experience, I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent, smaller businesses have the advantage of selecting employees that possess excellent customer service know how and capabilities. The customer service department should also be extremely familiar with the inventory, services, and policies entailed in the store. Knowledgeable employees satisfy customers.
For customer service face-to-face, employees should concentrate on their own appearance. A sloppy look, chomping on gum or an employee lacking hygiene can negatively reflect on the company. Having a dress code or grooming evaluations can motivate employees to excel in face to face situations. Every small aspect involved can affect the business as a whole.
Once the right staff has been hired, there has to be an example set for them to follow. Rewards are a good incentive to inspire employees to go the extra mile. Establishing employee of the month recognition programs, giving gifts, or verbally acknowledging accomplishments are good ways to drive the staff toward the set out goals of a business. Some companies train their staff by asking them to put themselves in the customer’s position. When people consider their own preferences, they may be more apt to see where the customer is coming from. It is important to have the dual goal in mind of keeping the customer happy and at the same time working toward benefiting the business. One way to keep this practice is the LEAR method of handling customers. LEAR is an acronym for Listen, Empathize, Ask Questions, and Resolve the Problem. All
Before I get into further analysis of my own personal experience, I am going to explain about different characteristics that are involved in customer service. Most businesses will tell you that quality customer service is the keystone to success. An essential component of outstanding customer service is the possession of a great staff. Larger companies may be weighed down by employee handbooks that specify the customer service guidelines. Independent, smaller businesses have the advantage of selecting employees that possess excellent customer service know how and capabilities. The customer service department should also be extremely familiar with the inventory, services, and policies entailed in the store. Knowledgeable employees satisfy customers.
For customer service face-to-face, employees should concentrate on their own appearance. A sloppy look, chomping on gum or an employee lacking hygiene can negatively reflect on the company. Having a dress code or grooming evaluations can motivate employees to excel in face to face situations. Every small aspect involved can affect the business as a whole.
Once the right staff has been hired, there has to be an example set for them to follow. Rewards are a good incentive to inspire employees to go the extra mile. Establishing employee of the month recognition programs, giving gifts, or verbally acknowledging accomplishments are good ways to drive the staff toward the set out goals of a business. Some companies train their staff by asking them to put themselves in the customer’s position. When people consider their own preferences, they may be more apt to see where the customer is coming from. It is important to have the dual goal in mind of keeping the customer happy and at the same time working toward benefiting the business. One way to keep this practice is the LEAR method of handling customers. LEAR is an acronym for Listen, Empathize, Ask Questions, and Resolve the Problem. All