Mt450 Unit 8 Response To Two Students

Customer service involves a consideration of what is needed to treat the customers in a desirable

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

Amazon has earned a great reputation in customer service for allowing customers to shop without face to face, avoiding talking to a customer’s service representative agent on the phone, everything it done online. Sales clerk does not exist, everything is ordered with a click of the mouse, and arrives extremenely quick in the mail (Cohen, 2009). Amazon at interval has gotten involved with the customers when they can have too. According to Green, H. (2009), “Amazon stands out most markedly from other companies, and helps explain how the company earned the No. 1 spot on Business Week’s customer service ranking this year”( para. 1).

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer service is the by-product of an organization’s desire to satisfy its clientele. It is the way by which goods or services are delivered from to the customer in each phase of a transaction. Those providing customer service represent the organization and its values. If there are procedural issues within the organization, it will be reflected in the way in which customer service is perceived. Customer service is integral to an organization’s success, considering even one negative interaction may be enough to lose a client. According to American Express (2011), seventy-eight percent of customers have turned away from a sale due to poor customer service (Service Can Make or Break Brands, para. 5)

It is important that the customers’ needs are met so they will want to come back. Customer service is very important. They want their customers to feel valued and satisfied with their services. It is important that the staff do everything to keep customers satisfied, also preventing any issues that will hurt their business.

Customer service is important to any organizations. Customers spend a substantial amount to purchase a product and therefore, customer service is significant to answer their product issues. This prevents customer dissatisfaction level to increase and reduces the risks of receiving potential complaints. Also, with customer service, it helps an organization to differentiate from its competitors. With customer service, companies are more likely to get repeat business which will generate sales and profit in order for them to function better. All these would lead to publicity where satisfied customers would spread the word of

As customers are now more knowledgeable, their demands are changing quickly and they become more and more demanding towards the organizations in terms of their customer service (Moore, Hopkins and Hopkins, 1998). Therefore, the attitudes and behaviors of employees who have frequent and intense interpersonal contacts with customers are important to achieve customer satisfaction. It is believed that the responses of customer contact employees affect customers’ perceptions towards service quality. Customers are usually more satisfied with the services if the customer contact employees have the ability and eagerness to help solving customers’ problem. It is proposed that customer contact employees will be more able to increase customer satisfaction if they are given more control over the service encounter and hence positively affects customers’

There are many characteristics that a customer service department needs to develop to be successful. They need to be well trained and have an organized system. Customers want to be able to trust the representatives helping them and believe that they really care and can get their issue resolved. Customer service departments need to be professional, they need to great customers accordingly and make them feel welcomed. When a customer calls a call center they would rather talk to someone who answers and sounds happy to be helping them rather then someone who acts like they hate their job. Another important characteristic is having a set procedure. Everything needs to be accessible by all customer service representatives so that they can accurately help the customer. The representative should be able to document all information as well as see previous information. Problem solving skills is a must in a customer service department. Every issues that comes along needs to be solved, sometimes there is a clear answer and some issues take a little more work to accomplish. Ongoing training is also a key to keeping a good customer service department. Every employee needs to be up to date on training so they can do their job efficiently (Root). Patience is another important factor in any customer service department. Customers can be very persistent and you may have to deal with multiple customers at the same time. This can become very stressful but representative have to know how to deal

In short, Amazon gives the customer a pleasant experience whilst shopping, but also after the product is received. In addition, products can be returned if a customer isn’t satisfied and replacements can be offered as soon as next day depending on the location of the customer. Lastly, Amazon’s customers can enjoy a personalized shopping experience. The system is set up to a way that it gathers information from the customer’s previous searches and then shows the customer similar items from there on. This allows the customer to shop just for items that are needed and provides a personal experience to each individual.

By avoiding these pit falls as well as doing the obvious things such as providing a great products and offering support, a company can remain competitive. Customers are the lifeline to the organization and should never be ignored. Providing the best customer value can help assure that clients

Today’s marketplace is constantly changing and requires a completive advantage which includes giving excellent service which satisfies customers. Most businesses are based customer based and most business that deliver a service rely on their frontline employees to make a link between the customer and the organization. Research has found that good customer service is essential for a relationship between the customer and a business.

Customer service starts within the organizations, so as I mentioned before, getting the right people in place serves the utmost importance for the organization. Once you have the right people in place you will be able to put their talents in customer service to work.

Customers play a key role in the functioning of any business. For a business to function smoothly they should ensure the satisfaction of their customers. Many