28 February 2010

Good customer service is key to job satisfaction

customer service employeeWhilst the focus is very often to reduce costs and offer the minimum service to customers, there is a great source of productivity which is often ignored. Employees who are given the means to offer a good service such as replacement products or ability to alter existing arrangements will not have to deal to the same extent with the wrath of customers and therefore will be much happier and much more committed to their jobs and their employers. Customer service skills and training are clearly important but the explicit policy to deliver good customer service is critical to employees job satisfaction and their attitude will make the real difference in terms of actually improving customer service.

Picture courtesy of Andy Newson with our thanks - http://www.freedigitalphotos.net/images/view_photog.php?photogid=5

07 February 2010

Customer service: clients want to have their cake and eat it too

With the incredibly rapid development of social media, customers believe that they can have their cake and eat it too. It is going to prove increasingly difficult for companies to manage customers' expectations. Consumers are now looking for a fuller set of quality attributes when selecting where to shop and how to obtain customer service. New social media channels are being opened everyday. No-one is prepared to pay to use them yet more and more people expect them to be available 24/7. Financing this new service delivery channels and maintaining an appropriate level of quality for each of them will prove to be a challenge. Customers will not accept that companies remove the icing on the cake to pay for better customer service so it will have to either be an increase in price which might reduce demand or a reduction in margins to finance social media development.

Picture courtesy of  Gower Cottage with our thanks - 
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