Role of Customer Service

M. Saleem K.E.S.C. Pakistan

What is Customer Service? Customer service is an organization' s ability to supply their customers' wants and needs.

Any reputable organization should have systems in place to find out what customers expect of you and what would make them happy with the service you are providing.

Usually achieved through a form of communication or interaction between a company representative or an employee and an individual(s) doing business with that company.

What is Customer?

A customer is a person or organization that a marketer believes will benefit from the goods and services offered by the marketer’s organization.

What is Consumer?A person or organization that uses a commodity or service is known as consumer. So What is the difference between a customer and consumer?

Customer Vs ConsumerEvery customer is a consumer but not every consumer a customer. Customer is one who is brand loyal, who has made a custom to purchase a particular company's product/services. But a consumer is not a brand loyal , he always think about pricing and moves to a product which will be easily available to him a cheap price.

What Customer Service can offer for an Organization?Customer service can be used as a framework to look at all aspects of your business:

Image and presentation Promotion of services Contact and communication with customers Service delivery Monitoring and improving services Resolving customer problems Customer relationship management

What is the Role of Customer Service Representative?Anticipates customers' needs Provides services in a respectful manner Delivers services accurately Delivers services on time Establishes and maintains effective contacts with customers. Suggests ways to improve processes to fulfill customer needs

What is Team Leader?A Team Leader is a person leading his team of customer service representatives , Collaborating and cooperating to get the job done.

What are the responsibilities of a team leader?Top Ten Responsibilities of a Customer Service Team Leader may include:1. Communicates a clear vision of team goals

and objectives2. Delegates work and authority 3. Creates an environment in which team

members share both risks and rewards.4. Train staff to be ALWAYS helpful, courteous,

and knowledgeable.5. Obtains data to measure customer satisfaction

.(Contd.)

Responsibilities of a team leader (Contd.)6. Uses time and resources wisely.7. Leads by personal example.8. Keeps confidences and honors

commitments.9. Continuously learns and develops. 10.Takes responsibility for actions

How to achieve Customer Satisfaction?Customer Satisfaction starts with effective management and leadership and having clear measures for customer satisfaction in all aspects of the business.

This can be encouraged through:

Creating your own Customer Charter or Code of Practice .Benchmarking your activities against other organizations .Creating and monitoring specific measures of customer satisfaction( e.g; keep tracking records of complains , their nature , reasons of their start , time of resolution , feedback from customer , methods to be proposed in order to prevent future complains etc).

Questions?

Thank You