customer service more valuable than a product?
TRANSCRIPT
Customer servicemore valuable
than a product?
Products almost identical.Services similar.
What does a customer choose?The offer from company which
knows and understands him;that is - ensuring the highest
level of a customer service.
What to do to guaranteethe same service qualityfor 20 or 20 000customers?
The contemporary market isfull of goods and services.
Now the product isn’t a valuein itself, because there are
many similar substitutes.
Customer service becomesan added value to the realproduct, distinguishing it fromother similar products.
As a result, the relationship between thecustomer and the company, given to aproduct additional value, is becomingmore and more important. From this
point of view a customer service is a keybusiness process in the company.
On the buyer's market thecustomer service is a tool by
means of which companycompete with one another.
The whole company is thinkingabout a customer
Every aspect of the businessmust be subordinated to thecustomer. Nothing new.However, creating such a culturerequires an involvement of everyemployee of the company - fromthe highest to the lowest level.
Customer service is a process
There are often action when on acustomer service that doesn’tgive the expected results. Thistypically happens when theservice is understood only as asmile of the first line staff.
The key to the company success is the awarenessof all employees of their work ultimate goal
which is the customer satisfaction.
The important task of management is to definea coherent vision, mission and service proceduresand afterwards transfer them to other employees
so that they could use them in their daily work.
What if the product is immaterial?
Customer service becomeshighly important today whenmany products has animmaterial character. In such asituation, the level of serviceline, via e-mail or on chat are the most important elementsfor the customer.
The consultant’s knowledgeabout a product or service
and the familiarity of a customer historyare also very important.
At the same time,the issue of an individual treatment
of each customer is extremely important.
The customer, even beingthe only one of hundreds thousands,
must be convinced that the company is familiar
with the needs, no matterwhich consultant
he is supported by.
Don’t leave a customer
A customer, who isn’t fullysatisfied with a product butpositively remembers the after-sales process, for example duringproduct complaint, will willinglyuse an offer of this companyrather than a customer who hasbought a better product but hashad negative associations withthe customer service.
This storyis repeated
many times,just
becauseit is true.
Everything happens aroundthe customer
It is no exaggeration to say thatcustomer service is one of themost important processes in thecompany because in fact, thefuture of the company dependson it. In fact, the customer is theaxis around which the keyprocesses of the companyrevolve.
