by C. L. Easey

Created on: April 05, 2008

The most important component of any company is the customer service that is provided at any time there is contact with a customer. Three aspects of good customer service would be the quality, time management and professionalism being displayed. Without quality customer service many companies would be getting much repeat business.

The goal of any company is to provide a high quality of customer service so customers will come back and do business with them. The quality of customer service can be seen by the amount of attention that is given to each customer. 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. 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 way to look at how professionalism is being displayed. If you do not understand the problem or situation it doesn't come across very good to the customer. In fact the customer may develop an opinion that the company as a whole has problems because of their customer service treatment. If an answer is not readily available or you feel overwhelmed by the situation stop and get help. Do not leave a customer with little or no information. You may need to tell the customer that you are unable to help them, but you will get someone that can. This can be done by referring to your immediate supervisor or manager depending on the circumstances.

Many people that perform customer service may not realize that they are representing the company each and every time that they talk with a customer. With any type of business customer service needs to be performed effectively and efficiently to be of any good. Whether customers are on the phone or speaking to you directly they expect the same type of service. Knowing how to strike the right balance when dealing with more than one customer is crucial to having them come back to do business again.

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