by C. L. Easey

Created on: March 28, 2008   Last Updated: June 13, 2009

The most important component of any company is the customer service that is provided at any time there is contact with a customer. Without customer service companies would not be able to stay in business very long. Two aspects of good customer service would be the quality and professionalism being displayed.

The goal of any company is to provide a high quality of customer service so customers will come back and do business with them. Quality is a major focus of good customer service. If the quality of customer service being performed suffered it would show in the performance of the company. Determining what to do with a particular problem can show how superior quality of service can be achieved. Lets look at some of the different aspects of problem solving as it relates to customer service. First, we need to determine what the problem is. Second, decide what would be the best approach to solve or fix the problem. Third, decide what is the best approach to take with the customer concerning the problem.

How a problem gets solved can be just as important as solving the problem itself. Taking too long to get back with a customer could turn that customer off from doing future business with the company. Even if a solution is not readily available let the customer know you are diligently working on the problem. The quality of customer service can be seen by the amount of attention that is given to each customer. When time is being divided between customers the quality of customer service goes down. Lets look at a scenario in which a customer is being helped at the same time the telephone is ringing. Taking telephone calls is part of the job, but there is also a customer that currently has your attention. You are not sure what the person on the telephone needs, on the other hand you know exactly what you are helping the current customer with. This is where the quality of customer service is most prevalent. Another aspect would be the professionalism at the job being performed. Having a lax attitude and not giving complete attention to the customer does not show good professionalism.

If professionalism is not being practiced by those providing the service what is a customer supposed to think about the company as a whole. This can be seen by the way you present yourself to a customer. Whether it is direct communication or over the phone. Body language and verbal communication are two things customers look at when expecting a resolution to a problem. Proficiency is another

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