Improving Customer Service

This chapter focuses on improving customer service. Outstanding customer service develops quality customer, thereby increasing real profits. Pricing, facility, depth of product mix, quality of product, and service level are the factors that determine what customers expects. Customer service means not getting new customer, but servicing the old ones. Outstandingly good customer service provides a level of friendly, efficient, and professional service to meet customer's expectations. It is a package of services and attitudes delivered by organization at the very first instant of contact commonly called touchpoints, and to all future contacts. Touchpoint is not necessarily a human contact but overall service depends on layering it. Formulation of customer friendly policies, delivering the commitment with an inexpensive cost determines good customer service. The key to a customer service culture is to look from their perspectives by elevating the service levels with proper action and focus on providing customer with the best by watching out traps.