I will be illustrating the benefits of providing good customer service to internal and external customers. We all use different types of businesses in our everyday lives, experiencing customer services in all sorts of way. Some of our experience is unfriendly, where as some times it very rude. On the other hand some staff are really polite and friendly. Research has shown that people have experienced bad customer services twice as more than a good customer service. Customer Service is very important in any sort of business.
It reflects on how the business is. All business needs customers because their payments are the income. All the staff are trained to help their customers by providing a helpful service when they are purchasing goods or a service that a business is providing for them. By being polite and helpful to their customers, the business benefits because customers will be satisfied and more likely to come back again to make another purchase or tell others how good the services was. In another way this benefits the business because it is a cheaper way of advertising.
Examples: Providing excellent customer service is one way a small business can distinguish itself from the competition. Reference: This description of customer service was search on Google, and it is from wikidpedia Customer service (also known as Client Service) is the provision of service to customers before, during and after a purchase. According to Turban et al, 2002, “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. ” Its importance varies by product, industry and customer.
As an example, an expert customer might require less pre-purchase service (i. e. , advice) than a novice. In many cases, customer service is more important if the purchase relates to a “service” as opposed to a “product”. Customer service may be provided by a person (e. g. , sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. Providing Good Customer Service 5 features that contribute towards good customer service.
* Staffs are expected to give their full attention when dealing with what the customer is looking for. They should be able to give all the information about a product or service that they are providing or selling. * They are expected to be polite and helpful towards all their customers. * Able to help with their customers specific needs. * Staff should also offer extra services they provide that will help them more about the service or goods they are purchasing. Example of Good customer service * Understanding customer’s needs and putting them first with a focus on solving their problems, also creating a bond with our customers. Knowing what customers wants and needs and should deliver both, to keep customers happy and satisfied.
* Giving a quick service, which means they don’t have to wait for long time to get served. * Asking customers if they need any help, and solving it in a good manner and in a polite way. * High Quality service. Caring for customers is very important, it doesn’t matter if it’s internal or external, and both of these types of customers benefit the business, whether it is small or large. Below is some detailed description of these two types of customers and the benefits we get from them.
Who are Internal Customers? These are the company’s employees because they have an interest on the business, plus employees invest their time and effort into the company in exchange for the opportunity to earn a living. How a business deals with its internal customers can be a good lesson of how to deal with it external customers, therefore taking good care of your internal customers is very important. Taking care of you internal customers: Just as you satisfy your external customers and then it leads to profit and growth of your business, satisfied employees can also lead to long-term success of your business.
The concept of taking care of your internal customers may seem common sense, but to get employees to apply the concept, it can be a lot harder. Serving internal customers: you shouldn’t make any mistakes in recognizing the importance of you internal customers. Your teammates are as important to your success as the people walking through your door. And the better you serve your internal employees, the more they will help you succeed. Example: of internal customer, someone working on the checkout who takes receipt of new till-tolls, the computer department, and human resources department serve internal needs.
These are the factors to be considered: * Better level or service given by members of staff to one another. Internal employees should have effective relationship between each other; every employee should both provide and receive outstanding service from and to other employees. This helps employees understand the importance of their roles and how their roles relate to others. it is claimed that an effective internal marketing program is a priority for effective external marketing efforts. * Happier and more efficient workforce.
Businesses should have a happy workforce in order to be efficient, this will automatically influence external customers, for the reason that if the workforce is happy and in a good atmosphere, they will treat customers happily. This will benefit the businesses as they will have more customers, which means more income and profit for the business. Communication is key to good internal customer service, as it is very important for internal customers to have good relation between them, so that they can work together to give external customers the best customer service possible.
A company can ensure that colleagues are happy with what they are doing, for example: business can have meeting with staff on daily basis, ensuring that they don’t have any complains from customers or with each other, if they do then the person who is in charge for the business can offer training on how to give good customer service or even on how to be a efficient work force. * Improved job satisfaction. This is very important for the business as if the employees are satisfied with their jobs, then they will be happy to put more effort in to their work.
Employees can be satisfied with job bonuses or promotions. Internal customers should be satisfied with their work force, as this will lead to efficient work; more productivity or better customer service. Business will benefit from it, as they will attract more customers and this will lead to more income and profit. I have done some research on job satisfaction, by simply going on to Google. I came about this very useful information about 5 ways to improve job satisfaction. I will put this information in my own words.