Customer Service - A Sweet Essence

First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.

We must distinguish between customer sales and service versus customer service. Whereas customer sales and service is largely concerned with selling an additional item or an additional service subsequent to an initial sale, customer service is mainly concerned with customer care.

True customer service is synonymous with "ACCOMMODATION". When we sell a product or a service we accept the responsibility and the obligation to potentially provide our customers with a broad range of possible actions. These actions we define as customer service and may include necessary "ACCOMMODATIONS" to make the initial product or service reasonably useful in the way it was intended and in the way that it was marketed.

"Due to unusually heavy call volume our customer service agents are busy helping other customers. Your call is important to us. Please continue to hold? Please continue to hold? Please continue to hold?" No article on customer service would be complete without addressing automated telephone systems. We are all consumers. It does not matter what else we do, whether we are manufacturers or clerks or customer service agents. We should make ourselves available so that our customers can speak with us. Nothing beats face to face contact but the next best thing is a person's voice. Overall, I believe that automated phone systems may be the worst single tool ever invented for all of us as consumers.

There are a very few select companies whose systems serve us well by pointedly and quickly getting us fast service. But the vast majority of these automated telephone systems are nothing more than roadblocks to consumers. We have all been there and have been frustrated all too often. You might as well try to call the president of the United States.

WE, ALL OF US, ARE PUTTING EACH OTHER ON HOLD ON THE TELEPHONE LINE... !!!

Why not hire a live breathing caring human being who knows their job depends on their customer. This is not rocket science!

When was the last time that you received outstanding customer service? Did you feel like you wanted to do more business with that company? Did you like the people who were helping you? Right there is one of the most powerful forces in customer service - customer loyalty and retention. What else is there in business with such a sweet essence.

Biography: Since 1979 Jim Hoyle has owned and operated Lamp Manufacturer Factory Outlet. The company designs and manufactures truly unique lamps and acquires genuine antique vintage lamps through very special situations. They drop ship lamps worldwide for catalog companies, stores, designers, individual decorators and internet based companies of all kinds. Contact Jim at: junguljim@peoplepc.com or his company's website at http://www.hoylelamps.com

---

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

Are You Giving Your Customers Enough Reasons To Return To Your Business?

Good customer service just isn't enough anymore in the marketplace... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Top 10 customer service tips

1. Hire people who have a service attitude. Some people... Read More

5 Ways Customer Service Managers are Implementing to Increase Customer Focus

According to a Forum Corporation survey of commercial customers lost... Read More

How to Retain Your Customers the Dish Network Way

Customer retention is vital to a business. If you cannot... Read More

Restaurant Scheduling for Success

- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

What Every Employee Should Know About How to See Customers Problems from Their Creative Side

Customer Service is a blessing and a curse; a blessing... Read More

Customer Service - How Good Are YOU?

At 8.30 am a wealthy client (on his way to... Read More

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

When the Customer Demands: Give a Discount or Lose the Order

Periodically every sales person encounters the customer who refuses to... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More

Dissatisfied or Rude Customers Can Be Satisfied Customers

On a recent airline flight I was an upset... Read More

11 Ways to Get What You Want - Be a Clever Customer!

We all want great service, whether we are buying our... Read More

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

What?s in a Name?

Different people call their Customers by different names. If they... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Customers - What They Really Want - 6 Secrets of Customer Service

What customers really want can be divided into two areas.Firstly... Read More

Mastering Challenging Service Situations

During the course of everyday business, many of you encounter... Read More

Develop Loyal Customers for a Lifetime ? part 1 (1 ? 10)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Create Win-Win Deals With Your Competitors

In the competitive world of the 20th century, we generally... Read More