Your define customer service in business Information
Business success is dependent on a variety of factors – a realistic business idea, a well thought-out business plan, an appropriate marketing strategy and great customer service are amongst the top ones. While customer service is a part of marketing, it can be segregated as a separate field on its own. It’s important to define the term customer service before we proceed. Customer service includes all aspects of interaction with a customer and speaks to the organization’s image in the mind of a customer.
A customer provides an organization with that most organic of all advertising tools – word of mouth advertising. A happy and satisfied customer is much more likely to send more customers your way. Further, there is the potential for repeat business, which is the backbone of many businesses. It is obvious that a customer who has been provided with a product or service that he or she desired in the ideal way, would build a relationship with the seller.
Further customer relationship management teaches the business where there are flaws in the system and provides valuable customer feedback. When a business receives feedback, it is able to see the customer’s image of the organization and the impression of its services. This tool is invaluable in correcting systems as well as image management for the business. It is also an outsider’s perspective, which provides the business owner or management a unique insight.
Additionally, a satisfied customer would be more likely to participate in activities that help to generate customer preference data. This data goes back to the marketing function in assisting the organization to better target and attract it potential customers.
In fact, it would not be a stretch to say that without good customer service, a business would not survive. The old adage ‘The customer is always right’ has been the foundation of many an organization and what it really means is that keeping customers happy is the foremost principle of any business. The reason for the survival of many small businesses in a tough and competitive market is their ability to provide personalized customer service. It is the human touch that warms and enlivens an organization in the customer’s mind and goes towards building a relationship. This relationship is the basis of future growth for a business.
Regular and sustained interaction with a customer ensures that the customer feels connected with the business. For instance, a small pub owner who chats with his customers and knows them by name builds a relationship with them. Further, when he makes sure that their regular bartender makes their drinks and the food is fresh and hot, he is providing customer service. The customers have a good experience and feel that the establishment treated them well. Once an organization grows or goes online, there is less potential for this face-to-face interaction and then the business must find creative ways to ensure customer satisfaction.
The role of customer service to a business, online or offline is essential to its growth and survival.
William King is the director of
UK Wholesale Suppliers,
Wholesale Suppliers . He has 18 years of experience in the marketing and trading industries and has been helping retailers and startups with their product sourcing, promotion, marketing and supply chain requirements.
Article author: William King
When developing the competition section of your business plan, companies must define competition correctly, select the appropriate competitors to analyze, and explain its competitive advantages.
To start, companies must align their definition of competition with investors. Investors define competition as any service or product that a customer can use to fulfill the same need(s) as the company fulfills. This includes firms that offer similar products, substitute products and other customer options (such as performing the service or building the product themselves). Under this broad definition, any business plan that claims there are no competitors greatly undermines the credibility of the management team.
In identifying competitors, companies often find themselves in a difficult position. On one hand, they want to show that they are unique (even under the investors’ broad definition) and list no or few competitors. However, this has a negative connotation. If no or few companies are in a market space, it implies that there may not be a large enough customers need to support the company’s products and/or services.
Business plans must detail direct and, when applicable, indirect competitors. Direct competitors are those that serve the same target market with similar products and services. Indirect competitors are those that serve the same target market with different products and services, or a different target market with similar products and services.
After identifying competitors, the business plan must describe them. In doing so, the plan must also objectively analyze each competitor’s strengths and weaknesses and the key drivers of competitive differentiation in the marketplace.
Perhaps most importantly, the competition section must describe the company’s competitive advantages over the other firms, and ideally how the company’s business model creates barriers to entry. Barriers to entry are reasons why customers will not leave once acquired.
In summary, too many business plans want to show how unique their venture is and, as such, list no or few competitors. However, this often has a negative connotation. If no or few companies are in a market space, it implies that there may not be a large enough customers need to support the venture's products and/or services. In fact, when positioned properly, including successful and/or public companies in a competitive space can be a positive sign since it implies that the market size is big. It also gives investors the assurance that if management executes well, the venture has substantial profit and liquidity potential.
Article author: Arvinder Singh
The goals for delivering great customer service starts with delivering a service-oriented attitude that is genuine. You want to exceed the client’s expectations and apply the service standards. It is also important to measure your effectiveness in delivering great customer service.
There are three service standards to keep in mind when dealing with a client or customer. These include using and giving personal attention to the customer, teamwork, and taking personal responsibility. There are a couple of ways you can give personal attention to your customers. First, you can anticipate their needs by recommending services or ideas that would benefit them, as well as noticing the clients' wants and needs before they have to ask. Another way is to treat every client as a “Very Important Person”. This can be accomplished by treating each client as a unique individual, using their name whenever possible, and by making the clients feel as if they are your top priority.
There are a number of ways to take responsibility. Be sure to follow through (be timely and responsive, keep promises, see a project through until the end) with a client. You should check customer satisfaction, offer alternatives, and show appreciation as well. These service standards will help you to exceed your client’s expectations, show your positive attitude, and measure the level of service you are delivering to your client.
Clients are worth more than a one-time interaction. You should take several things into consideration when dealing with a customer, such as revenue from a single sale, the average number of sales per year, and the average number of sales with a client over his/her lifetime. And by providing genuine service, you are giving your clients what they expect, as well as setting yourself apart from all other organizations. If you can go beyond what the client expects and do more for the client than other competing companies, this will lead to 100% client satisfaction. Donald A. Adams said, "To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity."
Another important aspect to delivering great customer service is to develop a consulting partnership with your clients. It is important to be the one to make the opening move and take the initiative. If you approach each interaction with a positive, caring attitude and view it as an opportunity to exceed their expectations, you will be well on your way to developing a valuable and lasting partnership. Three guidelines for creating a truly memorable impression include smiling and warmth with every interaction; presenting an "I'm here for you" attitude (by seeming ready, eager, attentive and caring); and finally by personalizing every interaction.
Satisfying the client can be a tricky endeavor when you are faced with multiple complaints and angry clients. When faced with complaints, it is necessary to listen to the client, apologize, sympathize, and most importantly, to take action. Angry clients are probably the biggest challenge opportunity you can face. Make sure to remain calm and not to take it personally. Kill ‘em with kindness, and they won’t be able to resist you! It is a good idea to remember the client’s names (and use them) as well as referring to details about the clients. This little bit of personal attention may be all that is needed to win them over. Goethe once said, "When we treat a man as he is, we make him worse than he is. When we treat him as if he already were what he potentially could be, we make him what he should be."
There are many reasons customers quit returning to a place of business. 4% of them move away (you can't do anything about them). 5% change their habits (meaning they want to try something new for a while, the novelty factor). 9% of them quit because they're attracted to your competition. 14% of your customers leave because they're unhappy with your service. And an overwhelming 68% of your customers will leave you because they encounter an attitude of indifference. Certainly there are precautionary measures you can take to prevent some of your customers from leaving if you are aware of factors like these.
Delivering great customer service will not happen over night, but with a few well thought-out strategies, you can achieve 100% client satisfaction. If you are looking for a quick reference to great customer service, here are the “Six Secrets of Service”.
1. If you don’t like people, you have no business being in the people business.
2. Serve them well, you keep them. Service them poorly, you loose them.
3. Give the client, not what he wants, but what he really needs.
4. Make your clients feel good about spending their money.
5. If you can’t get out of it, get into it!
6. When you give great service, EVERYBODY WINS!!!
For further information on delivering exceptional customer service, please feel free to contact us. Best of luck in WOW Service!
Jennifer Selland is the Founder and President of Well-Run Concepts, a Human Resource Consulting Firm based in Ocala Florida, founded in 1997, whose mission is to Help Organizations Define and Develop Top Talent. Jennifer has over 15 years of Human Resource Management and Executive Operational hotel experience.
Well-Run Concepts
"Helping Organizations Define and Develop Top Talent."
303 S.E. 17th St., Suite 309-170
Ocala, FL 34471
Toll Free: 877-566-2900 Tel: 352-624-2684 Fax: 352-624-2689
Website: http://www.well-run.com Email: Jennifer@well-run.com
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