Justin Salisbury Tries a Little Recognition
Justin Salisbury Tries a Little Recognition – Case Study 2
Justin Salisbury Tries a Little Recognition – Case Study 2
If your company and employees do not provide good customer service you are likely to lose existing business and miss out on new possibilities. It doesn’t take much for a customer to decide that you or your company isn’t worth his or her time, effort, or money.
Since customer satisfaction is crucial to building a successful, growing business, what can you do to ensure that your company is providing good customer service?
A few items to consider when establishing or developing customer service within your organization: Customer Wants and Needs, Service Culture, Trust and Loyalty, and Service Employees. Customer Wants and Needs, everyone makes daily purchasing decisions, therefore, everyone is a customer. Understanding the wants and needs of your customers prepares your customer service representatives with the necessary information to assist in the most effective manner. Service Culture, customer service is an important function of every employee. Every customer service encounter has the potential to gain repeat business or drive it away. Selecting the right people to interact with customers is extremely important. Every organization wants to avoid negative publicity, and in this era of social networking, it only takes a single Tweet or Face book status update to cause sufficient damage to a company’s reputation.
Trust and Loyalty, It costs more to acquire a new customer than it does to maintain an existing one. Customers like to feel special and can be quickly lost when they sense that you don’t care about them. One bad experience can cost you that customer for life. In both good times and bad, the lifetime value of a customer is much greater than a series of single transactions from one-time customers. Service Employees, customer-facing employees portray the image of the company in the eyes of
Justin Salisbury Tries a Little Recognition – Case Study 2
If your company and employees do not provide good customer service you are likely to lose existing business and miss out on new possibilities. It doesn’t take much for a customer to decide that you or your company isn’t worth his or her time, effort, or money.
Since customer satisfaction is crucial to building a successful, growing business, what can you do to ensure that your company is providing good customer service?
A few items to consider when establishing or developing customer service within your organization: Customer Wants and Needs, Service Culture, Trust and Loyalty, and Service Employees. Customer Wants and Needs, everyone makes daily purchasing decisions, therefore, everyone is a customer. Understanding the wants and needs of your customers prepares your customer service representatives with the necessary information to assist in the most effective manner. Service Culture, customer service is an important function of every employee. Every customer service encounter has the potential to gain repeat business or drive it away. Selecting the right people to interact with customers is extremely important. Every organization wants to avoid negative publicity, and in this era of social networking, it only takes a single Tweet or Face book status update to cause sufficient damage to a company’s reputation.
Trust and Loyalty, It costs more to acquire a new customer than it does to maintain an existing one. Customers like to feel special and can be quickly lost when they sense that you don’t care about them. One bad experience can cost you that customer for life. In both good times and bad, the lifetime value of a customer is much greater than a series of single transactions from one-time customers. Service Employees, customer-facing employees portray the image of the company in the eyes of
References: Schumpert, Jaylyn (April 12, 2012) Profiles International. What it takes to Achieve Excellence in Customer Service retrieved from http://info.profilesinternational.com/profiles-employee-assessment-blog/bid/103907/What-it-Takes-to-Achieve-Excellence-in-Customer-Service Quast, Lisa. (January 10, 2012) Forbes. 5 Tips for Motivating Employees. Retrieved from http://www.forbes.com/sites/lisaquast/2012/01/10/5-tips-for-motivating-employees/ Heathfield, Susan. (2013) Management Vision and Communication Foster Motivation. Management Matters Most in Motivation. Retrieved from http://humanresources.about.com/od/motivationsuccess/a/Management-Matters-Most-In-Motivation.htm