Effective customer service is one of the most fundamental perspectives to the success of an organization. It cannot be doubted that good relationships between customers and staff of organizations play a crucial role in the achievement of organizational objectives such as an increase in profitability. Customer service is defined as the service provision to customers or clients, before, during, and after a purchase process, and on several occasions it ensures that every expectation of a customer is met(Susskind et al 43). The need for profit maximization has seen most companies in the modern entrepreneurial world champion and push for the embrace of good customer service. As such, the focus of most companies has shifted from mere delivery of services to customers to having an understanding of the needs of customers, ensuring that promises made with customers are kept, as well as delivering quality products and services to customers. Organizations with the aim of initiating good customer service must take into consideration key perspectives that include proper training of staff to ensure they are customer-focused, initiating good communication between organizational employees and customers, showcasing organizational commitment to a customer service culture, providing clear, relevant and accessible customer information, resolving customers’ problems in a quick manner, and using customer feedback effectively to help address common organizational problems(Susskind et al 44).
It is imperative to note that customer service is just but part of the promise that an organization’s brand makes to a customer, and thus, people ought to understand that it is more than just providing timely responses to customers. It involves more of the provision of help to customers even during times when they do not need any help, and through this, customers feel part of an organization, and customer loyalty develops gradually(Hill et al 2). For a long time, concerns have been raised on how customer service should be initiated in organizations, and from experts, it should start with a smile that is closely followed by sharing of expertise. Customer service goes hand in hand with customer feedback, and this implies that good customer service will pave the way for the collection or acquisition of information from customers regarding the quality or standards of products or services provided(Susskind et al 44).
Gathering of information from customer experiences in organizations is important in various ways, one of them being that information gathered from customer experiences can help in the improvement of the quality of an organization’s product or service. Second, the acquisition of information from customer experiences provides a platform through which customer satisfaction can be measured. Moreover, by gathering information from customer experience, organizations have the opportunity of improving customer retention, which contributes to profitability in the long run (Hill et al 3). Having understood the importance of customer service in organizations, the greatest concern is about how companies enhance customer service, and the importance of the information gathered from customer experiences. To answer this question, this study will focus on the main perspectives about customer service and customer feedback within the organizational context.
The Purpose of the Study
The purpose of this study is to discover how companies enhance customer service as well as the importance of the information gathered from customer experience. The study will give answers to the following specific research questions:
- How does the company actively work on building client relationships?
- How does your company use client relationship software?
- How do the advancements in technology affect customer service?
Hill, Nigel, Greg Roche, and Rachel Allen. Customer Satisfaction: The Customer Experience Through the Customer’s Eyes. London: Cogent, 2007. Print.
Susskind, Alex M., K. Michele Kacmar, and Carl P. Borchgrevink. “Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange.” Journal of Applied Psychology 88.1 (2003): 179.