Introduction
The viability and success of any business unit or organization depends on the quality of customer services it offers. This is because good customer service encourages customer loyalty, hence customer retention. Examples of common incentives that a business unit can offer its customers include promotions and reduction in prices so long as organizational goals are the leading machine. It is possible a business can do both of this, but never retain its customers owing to the fact that its service delivery mechanisms are poor. Therefore, this calls for the need for all organizations to incorporate good customer relation practices in its operations, which in turn will help to not only retain customers, but also bring in new customers (Perry, McNair & Ford, 2001, pp. 5-19).
Customer Service and its Importance
Generally, good customer service involves practices, which an organization can embrace to make sure it retains its regular customers, as it aims to expand its market reach. This practices offers an organization an advantage in that, retained customers will speak well of it by giving a good feedback to other potential customers hence, promote its product sales.
The approach taken by any sales man is the main determinant of customer loyalty. Good customer service emphasizes formation or encouragement of good customer relationships, where both parties remain content with the nature of service offered or received. It is important for all salespersons to remember that, everything they do is subject to judgment by customers, hence the need to standardize services offered to customers (Ford, McNair & Perry, 2001, pp. 91-94)
In addition, it is important for all salespersons to remember that whether it is a face-to-face interaction, email, or phone interaction, all services they offer should be motivating. It is important for all salespersons to avoid making fake promises, which are hard to fulfill. Most customers never forget promises made, hence at all times they will demand what one promised them. In this regard, failure to fulfill such promises not only taints a sales representative’s image, but also the overall image of an organization. For example if a representative promises customers that the company is to deliver their consignments on a specific date and time, it is important for that to happen. This is because failures to do so can taint an organization’s image depending on the inconvenience such lack or late deliveries may cost a customer.
Another main component of good customer service involves the ability of salespersons to pay attention to customer. It is very annoying, when customers note that somebody attending to them has some divided attention. This is simply noted when representatives ask their customers same questions repeatedly, or packing of wrong combinations of orders. It is important for representatives to give their customers a chance to explain themselves, hence give appropriate feedbacks on their issues. Listening should not only be looking at customers, but also showing some facial expressions and gestures. This will assure customers that one is concerned with their problems, for example smiling back although some customers may be annoying (Gill & Willie, 2010, p.1).
In addition to attending to customer needs, it is necessary for all representatives to be helpful to customers by attending to their calls although, there is little that an organization gains. This involves after sales services for example, helping customers fix problems that may occur due to wrong operation of machines and handling well all customers’ grievances. Sometimes it may be hard to solve some problems, but if representatives can take their time and listen; they can provide alternatives to such problems.
Finally, main component of good customer service is handling customers with courtesy. All representatives should be dedicated to handling customers nicely, by using simple words as thank you, welcome again, listening to customer views, and guiding customers whenever they request for certain goods or services. For example, one should guide and direct customers through their stores, while explaining to them all they ask although they are not buying what they ask for (White, 2008, p.1).
Conclusion
In conclusion, good customer services promotes an organization’s rapport, hence good business, whereas poor services taints an organizations rapport hence reduced sales. This may lead to closure of a business due to lack of customers, hence the need for organizations to embrace good customer services.
Reference List
Ford, L., McNair, D., and Perry, B. (2001). Exceptional service: going beyond your good Service to exceed customers’ expectations. Ma: USA: Adams Media and F+W Publication Company.
Gill, M. and Willie, K. (2010). 197 Surefire customer techniques for people with no skills. Surefire Customer Techniques. Web.
White, G. M. (2008). Examples of good customer service. Love to Know Business.