Customer Service Although it’s a line often parroted, "the customer is always right" is not the customer service practice of today. Nor, for that matter, is going above and beyond a customer’s expectations always for the best, especially when it can lead to overpromising, under delivering, and reflecting poorly on the business. While it does not mean the customer always get what they want, stellar customer service does require meeting the customer’s needs respectfully and .pletely. At the simplest level, the needs that should be met at all times are these: The need to be understood. The need to feel wel.e. The need to feel important. The need to feel .fortable. Every individual’s needs are important, and without those four .ponents, no matter what sort of service is being provided, it will be the wrong sort of service. There is no one single most important skill in customer service, but amongst the most critical elements is that customer service is made a priority within the business. It can be easy to shift focus away from customers, especially when people can be belligerent, rude, and serving them a chore. Providing service does not always .e automatically, and it can be difficult to remember that customers must be made to feel understood, wel.e, important, and .fortable when they can be wonderful at making themselves problematic. Countering this tendency by making customers a priority throughout an entire organization is one way of ensuring that a customer’s needs are met more easily. Customer service, when implemented properly, is more than a department, program or policy. It a workplace philosophy, integrated at all levels. Otherwise, customer service suffers, and it’s incredibly likely that a customer will feel unheard, or unimportant, and move on to a .petitor who can offer them what they need. Focusing on customer service throughout the entire organization means defining customers as both internal and external. Even if someone believes they don’t interact directly with customers in their day-to-day job, they actually do. Internal customers are those people in the departments or agencies served by what they do: our co-workers, colleagues, employers, and employees. They rely on us to meet their needs and expectations, and we do the same to them. External customers, however, are those we probably think of first when we heard the word ‘customer’: the person using the product or service the organization provides. External customers can only have their needs met in the best way if the .pany firmly believes in, and has a focus on, internal customer service as well. Exceptional customer service, in this way, benefits not just the person in the business, but also ourselves. Are your needs being met as a customer? Are you providing those around you with the same? It may not .e easy or naturally for everyone, but a focus on customer service is critical! And if it’s harder than usual some days, remember that each stressful experience can prepare you to better deal with ones in the future. We can only be.e more effective at what we do when we really focus on it. If you want more information on Customer Service Training: Critical Elements of Customer Service, contact Velsoft Courseware today. About the Author: 相关的主题文章: