Customer Satisfaction Solutions                    Customer Service

The What, Why, Who, When on Customer Service

What is customer service? 

Customer service is the provision of human and other resources, for the purpose of increasing the value that customers receive from the processes leading up to the purchase and after the purchase. It is a key contributor to overall customer satisfaction.

Why bother with customer service?

An astounding 68% of customers who leave a vendor say they left because of poor customer service! With the cost of selling to a new customer being five times the cost of selling to an existing one, can you afford to lose established business?

Who is responsible for customer service?

Everyone in the organisation, even if their job does not involve direct customer contact. Broken delivery promises, inaccurate invoices or poor telephone handling are examples of customer service that can cancel out the benefits of a good product. 

When should one focus on customer service?

A company can outperform rivals only if it can establish a difference that it can preserve. Customer service makes a difference. Customer service is very difficult to control because of its variability between people, and even from moment to moment. Therefore, it is difficult to imitate. If you have competitors, the time to focus on customer service is now.

Consistent delivery of superior customer service requires the careful design and execution of a whole system of activities that include people and processes from initial expectations to managing complaints. We can help you develop this competitive advantage.