Filed under: Customer Service, Uncategorized | Tags: Add new tag, Business development, Business improvement programs, Business practices, Business retention, Complaint tracking database, Consultant, Costing models, Customer relations, Customer retention, Customer Service, Improved market share, Management service, Market share, Marketing, Marketing plans, Marketing programs, Measurement systems, Personnel assessments, Training
Your customers willingness to do business with you is built on the premise that your satisfying his needs. In other words you are providing him with the level of customer service he desires. Once he finds his needs not being met he moves his business elsewhere! Therefore the general opinion is that customer service is very important to the success of that Company.
Customer Service and the level one gives is driven from the top down. Senior Management ( or the President) must ensure that all aspects of the business are driven by the need to provide the ultimate in Customer Service.
Then why in most companies is Customer Service the responsability of the Sales Director. At the end of the month the President is looking for sales results not improved customer service. So why do we say Customer Service is most important if it never is given the priority it derserves?
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I would say it depends on your competition. If customer service is the factor that differentiates you with them, my guess it would be high. If the differentiation comes from products, or the new release of said products, then customer service would be lower on the list.
I think it also depends on if a company uses ‘lifetime value’ as it’s key measurement when looking at clients and when dealing with maintaining balance between growth and retention.
Comment by Tim Rueb August 18, 2008 @ 2:42 am