by Dennis Aubuchon

Created on: December 18, 2011

Customer service is one of the most important departments if not the most important one in a business or organization.  Customer service can mean the difference between profitable organizations, if that is the goal, and one that is losing money.  To some individuals customer service means a specific department in a company or organization but this is a myth.  Customer service extends to all departments in an organization or company.  Just like quality is everybody’s business so is customer service.

Employees who have contact with customers whether it is by phone or face to face is involved with customer service.  The treatment customers experience will mean the difference between retaining them as a customer and losing them.  The question to be answered depends on the experience and statistics related to customers of an organization.  Companies who are losing customers need to look at what they are doing which drives away customers.  This can be exhibited in either the policy of the company or a perception by employees that money is the only goal.

Customers need to be respected for who they are not what a company can get from them.  Sadly this appears to be the goal of some and is why it is a contributing factor in a failing business.  Another point to make is that each customer is unique and wants to be treated as such when communicating with any employee of a business.  When a customer enters a business they are looking for specific products or services or they may be comparing prices.  It is up to the individual who interacts with them to find out what they want and provide products or services to them that satisfy their needs or wants. 

Customer service can be an art which is developed by employees as they become familiar with all the products and services within their organization.  Customers who have questions about products or services deserve answers.  These answers must be complete and truthful.  This is an important trait associated with customer service.  Being truthful can be an important key in retaining customers and getting new ones.  Companies who truthfully answer questions impacts the perception a company or organization exhibits.  It is an important trait in these economic times and a company who projects they are honest in dealings with customers will go a long way in retaining them.  Honesty is the first principle companies must exhibit on the road to improving their customer’s experience.  

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