CHAPTER ONE

1.0 INTRODUCTION

1.1 BACKGROUND OF STUDY

Customer service is a crucial element of business success. Whenever you have contact with your customers you can improve your reputation with them and increase the likelihood of new sales. Your telephone manner to the efficiency of your control systems to comply with almost every aspect of your business affects how your customers perceive your business. There are also specific programs that you can implement to increase your level of customer service.

This guide describes what customer service means. It explains how you can use diagrams customer contact, feedback and loyalty to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint. Customer service is to put systems in place to maximize customer satisfaction with your company. It must be a primary consideration for every business – your sales and profitability depends on keeping your customers happy. Customer service is more directly important in some roles than others. For receptionists, sales staff and other employees in roles with customers, customer service should be a central element of their job description and training, and a basic criterion when you are recruiting. But do not overlook the importance of customer care in other areas of your business. For example, your storage and shipping departments may have minimal contact with your customers – but their performance when fulfilling orders has a major impact on customer satisfaction with your company.

A wide range of factors can contribute to customer satisfaction, but your customers – both consumers and other businesses – are likely to take into account: how your product or service meets the needs of customers value for money you offer efficiency and reliability in fulfilling orders professionalism, kindness and expertise of your employees how well you keep your customers informed after-sales service you provide.