Customer Service

Thoughts on a Free Market Economy…
“Customer Service”
By Phyllis Hunsinger
May 1, 2017

Customer service is defined as the assistance and advice provided by a company to those people who buy or use its products or services. Michael Kerr, in “The Effects of Customer Service on Organizations,” quoted a National Federation of Independent Business study revealing customer service ahead of both price and product in determining business success.

Understanding the importance of customer service is not only critical to the owners and operators of businesses but also the employees who are generally the first contact with the customer. The electronic age has resulted in a diminishment of social skills among many; therefore, common courtesies such as proper telephone answering skills, speaking distinctly, friendly greeting, eagerness to assist, and gratitude are often not second nature to employees. A rigorous customer service training program is needed for all employees. Accountability for employees and management through customer surveys can be helpful in determining if the customer service is excellent or needing improvement.

Just how important is customer service? Shauna Geraghty from Talk Desk on May 15, 2014 reported the following:
•75% of buying experiences are based on the emotional experience of the customer and how he or she feels they are being treated.
•60% of the surveyed people say that they would happily swap companies in search of a better service experience.
•78% of consumers have bailed on a purchase that they intended to make because of poor customer service.
•90% of customers who are dissatisfied with your customer service experience, rather than telling you if something is wrong and how you can improve it, will just not come back.

Today the consumer faces a bewildering array of options to find the products and services required. Often the only thing that will set one business apart from the others is exceeding expectations for customer service. The above cited statistics reveal how important customer service is to customers; therefore, if a business wants to be successful, it will be necessary to provide the best customer service possible. And for those seeking to be successful employees, providing excellent customer service must be the goal., Phyllis Hunsinger © 2013 All Rights Reserved

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