customer service

[trudi19773]

Hi Can anyone help me with the question below ??

How can customer service affect the success of an organisation ???

[factor-fiction]

Is it better to make customers feel welcome and provide a good service or to treat them with contempt. Take it from there

[trudi19773]

Thank you

[Panic Button]

In your essay, chuck in the phrase 'customers will vote with their feet'

'im in the brown corduroy jacket will like that.

[CheekyChops]

Well if the customer service was crap, nobody would use the company again! Customer services are usually the first contact that a customer gets with a Company, if they get some person who couldn't care less, it gives a bad impression of the whole company. Word of mouth is a powerful tool and word would soon get round that the Company in question had staff with an attitude, same as if someone receives exceptional service, they will tell everyone and the company will get more custom.

Obviously you need to word it slightly differently than that :-D

[Panic Button]

Mind you Ryanair are the exception that prove the rule.

They treat their customers like excrement, yet are growing and profitable.

[trudi19773]

totally agree with you their have been onthe tail end with them too.. thanks for all your help :0)

[buildersmate]

The success of Ryanair just demonstrates the relative trade-off between price and quality. If the price is low enough, some customers are prepared to forego the likelihood of hassle and still try it.

[Whickerman]

bear in mind that in some companies - particularly manufacturing - customer services are also the people who take the orders, manage ship dates etc.

They screw up at any stage and you have a disgruntled customer.

Also - customer focus is the core of the new ISO 9001:2008 standard, so i you have no real cust services dept success you could in theory lose accreditation and lose custom there - a lot of companies insist that supply companies be accredited.

[MarkyP05]

Great customer service can go a long way to achieve success. It depends really on the market sector your in and the market share you have and the competitors. What might work for one company might not for another in sector. As above you have to balance the price / quality. A new initiative has come in recently with regards treating customers fairly, this is slightly different from good customer service.

[FreedAgent]

I would simply put this suggestion to you. Put yourself in the customer’s shoes and ask yourself what your service expectations as a customer are. The accepted definition of quality is to consistently meet and exceed your customers’ expectations. If you can do that and profitably grow your client base, then you are on the right track.