Customer Service

An excerpt-

How do I create good customer service in my business?

Most businesses think they provide good customer service, but lots of times that isn’t the case. Here’s a list of common customer service problems, and their solutions.
Uncaring employees. Caring about people you don’t know does not occur in a vacuum. An organizational culture of caring must exist.

Poor employee training. The organization must provide training about the products and services offered, and about what good customer service means and how to achieve it.

Differences in perception between what businesses think customers want and what customers actually want. This is an issue of basic market analysis, and the unfortunate results of not doing it. Successful businesses are constantly polling their customers and adjusting their product and service mix to supply the demands of their customers.

Differences in perception between the way businesses think customers want to be treated and the way customers really want to be treated, or are actually treated. Replace the Golden Rule with the Platinum Rule: Do unto others as they would have you do unto them.

No Customer Service philosophy within the company. The organization must have a clearly articulated vision of what good customer service means. There must be a commitment from top management. That vision must be actualized and supported through training, standards, policies, expectations and rewards.

Poor handling and resolution of complaints. * See the conflict resolution model above.

Employees are not empowered to provide good service, take responsibility, and make decisions that will satisfy the customer. A culture of great customer service includes the authority necessary to be responsible. The best companies delegate responsibility and authority.

Poor “internal customer service”. In a culture of customer service, individuals within the organization are treated with the same consideration as valued customers. In day to day transactions we are constantly exchanging roles as “customers” with a problem and “service providers”.