CUSTOMER SERVICE EXCELLENCE


Who is  a customer? The word customer derives from the word “custom” which simply means habit. In ordinary speech it refers to someone who regularly visits a particular shop, and makes it a habit in purchase goods of the sort sold there and with whom the shopkeeper has to maintain a relating this is  in order to keep his customer which also  refers to expected purchase in the future. Customers are very important in success of any business be it  the fale of goods or services  have the slogan the customer  is  know or the customer is god” and the most popular though sometimes used ironically  the  customer is always  right 

According to Wikipedia, a customer  also known as a client, buyer purchaser ) is usually used to refer a current or potential buyer or  user of  the  products of an individual or organization called the supplier, seller, or vendor

Three types  of customers  namely 

a.                  Existing customers
b.                  Former customer and
c.                  Potential customer 
a.                  The  existing  customer: this  customer has purchased or otherwise used  the  organizations  service typically unknown a disunited period of  time . for some organization the ture frame may be short for instance, purchase  of forex or money grain transfer existing customers are the most important to any organization because they have a current relationship with it and consequently give  the origination a reason  to  remain a contact with them
b.                  Former customers: This group consists of more who have formerly had consists of more who have formerly had relations a previous purchase of a good /service. However, the organist ion  on longer feels the customer it an existing are either  because they have not purchased from the  comfrans which a certain period of time or through some other indications such as, the customer purchasing from a competitor
c.                  Potential customers: this mind  category represents  those  who are yet to  purchase but  possess what  the organization believes are  the requirement become existing customers. The requirement  to become a customer include the need for the  service possessing the  financial  means no matter how small and the  power  to make  a purchasing  decision  
The three basic types of customer involved in the selling process are as
a.                  Selling  process and can be very  straight forward. The client this time around has given consideration to the particular  service  they need and can make a request . the  responsibility of  the contact person  is to supply the  service  to the client  along with  additional information
b.                  Customer who have a need  but do not  know they have a need for  a service or product show both an interest and desire. This person is looking for something but is not sure what it is up to the service person to assist the customer toward he actual step by timing the interest in the service product to an actual desire to purchase  the item. The service person should demonstrate  also determine  the many option open to the  customer  and fulfill the customer needs.
c.                  Customers who do not know if they want or need anything; in  this case the  attention of the potential customer is needed . This is  the real challenge to the service person as he/she  needs to engage the customer in a discussion that  may cause a transient forgotten  need  for the service

INTERNAL /ETERNAL CUSTOMER 

        An organization especially a service centre within the  company exists for the purpose of serving its external  customer. The  whole organization is  involved in a collaborative process to meet its customer  needs but addition to the  real external customer here is also  the internal customer. An internal customer  is anyone whom  the organization which  could be a different  department, branch or a co-worker. The  internal customer must be happy  at all  times  for the general  well being  of the organization as  customer satisfaction is  as  important for the internal customer.  For a successful internal customer service all  departments must be able to work together productively and to co-exist  peacefully in order to meet  organization  wide goals and objectives  this will translate  to better   quality service for the  external customer. The  relationship  between the internal  and external customer  is the  bane  of customer service excellence as any  disharmony in  the relationship with  under overall  all effectiveness. Achieving customer services  excellence dpends on both internal and external customer service satisfaction.
Good internal  customer service stand with contented employees. It is  important  to consider they  must feel  they are as important as external customers  and  there request  must be take seriously. Satisfying  internal  customers can be  the best way to generate a productive output from them. It  can help  an organization  cut costs,  improve communicating  between different functions, raise  employee morale and as a  retuct deliver outstanding external customer service
THE DIFFERENCE BETWEEN CUSTOMER INFORMATION AND CUSTOMER KNOWLEDGE
         Information and knowledge are two district concepts. information  known as data is any material  that can be  digitized and usually  is other  hand is  the practical use of this information  while  information can be  transported, stored or shared without   many difficulties  knowledge can not . It  can only be acquired  through   a personal   experience  with the  customer.
         Knowledge sharing can be achieved by certain concepts  which include talking listening, sharing , learning, creating, discovering, dialogue, act,  collaboration, choice, relationships emotion, organic, adaptive, complex and trust  . Knowledge is tacit  and a relatively ethereal resources  within every individual

THERE ARE THREE PRINCIPLES THAT CAN BE APPLIED TO KNOWLEDGE MANAGEMENT 
-          Knowledge can only ever be volunteered, it cannot be conscripted
-          We always know more than we can tell, and  we can always tell  more than we can put in writing 
-          We only know  what we know at the point we need to know it
GOING FROM SATISFACTION TO DELIGHT 
            What  is customer satisfaction?  Customer satisfaction is a measure of how products and services provided by an organization or company meets or surpasses all customer expectations. From  the perspective of the  organization . It is defined as the number of percentage of total customer whose reported experience with the company its goods or  services  exceed specified satisfaction goals. Satisfying every  simple customer produces loyal  customers and  the organization gains positive word of  month  marketing  which is high  free and highly effective.
It is very useful for an organization that wants  to remain profitable deploy the  use of a   guide to rate customer satisfaction. It  provides a leading   indicator of consumer purchase  intention and loyalty 
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